Calls
The Calls section gives you a complete view of every voice and video call that happens through your website. You can review call history, listen to recordings, read transcripts, and make sure no call goes unnoticed.
Call History List
When you open Calls, you will see a list of all calls sorted by date. Use the tabs at the top to filter by time period:
| Tab | What It Shows |
|---|---|
| All | Every call, regardless of when it happened |
| 24h | Calls from the last 24 hours |
| 7 days | Calls from the last 7 days |
| 30 days | Calls from the last 30 days |
| 90 days | Calls from the last 90 days |
| Custom date | Pick any start and end date to find calls from a specific period |
Use the 24h tab first thing in the morning to quickly review calls that came in overnight or outside business hours.
Call Details
Click on any call in the list to see its full details:
- Caller -- The visitor's name (if known) or anonymous identifier, along with any contact information they shared.
- Duration -- How long the call lasted.
- Call type -- Whether it was an audio call, video call, or AI-handled call.
- Recording -- A playable recording of the call (see below).
Call Types
Knock Knock supports three types of calls:
- Audio calls -- Voice-only calls between a visitor and your team or AI.
- Video calls -- Face-to-face video calls between a visitor and your team.
- AI calls -- Calls handled entirely by your AI voice agent without a human team member.
Call Forwarding Options
You can control where visitor calls end up before they ever reach the dashboard:
- Forward all calls instantly -- When this option is on, a visitor who starts a call is taken straight to the phone-call screen with no intermediate step. The call goes directly to your phone.
- Forward audio calls to your company phone -- A separate option forwards audio calls (only) directly to your company phone number, while video calls still ring agents in the dashboard. This requires a company phone number to be configured.
Inbound call agents can also ring an ordered chain of team numbers before the AI answers — the first person to pick up takes the call, and the AI only answers if nobody does. Set this up on the agent's Call forwarding tab; see Call Agent for details.
Caller ID on Escalated Calls
When the AI escalates an inbound call to a human team member, the staff phone shows the original caller's number as the caller ID — you can see who is calling and call them back straight from your phone's call history. If the carrier refuses to pass the caller's number through, the call falls back to showing your company number instead.
Incoming calls to AI phone numbers purchased in the app are declined when your Wallet balance is empty. Keep the Wallet topped up so callers can always get through.
Playing Call Recordings
Every call is automatically recorded. Click the play button on any call to listen to (or watch) the recording directly in your browser. You do not need to download anything.
Call recordings are stored securely and are available for playback at any time. You can come back to a recording weeks or months after the call took place.
Call Transcripts
For AI-handled calls, Knock Knock automatically generates a written transcript of the entire conversation. The transcript shows:
- What the visitor said
- What the AI said
- Timestamps for each part of the conversation
This is especially useful for:
- Quickly scanning what was discussed without listening to the full recording.
- Searching for specific topics or keywords mentioned during the call.
- Reviewing how your AI handled the conversation and identifying areas for improvement.
Call transcript emails also include a Listen to Recording button that opens the Calls page with the recording ready to play, so you can go from the email to the audio in one click.
Transcripts are currently generated for AI calls. Calls handled by human team members have recordings available but may not include automatic transcripts.
Call Sentiment
Finished AI calls are labeled with the caller's sentiment — positive, neutral, or negative — judged from what the caller said during the call. Unanswered calls and voicemails count as neutral. Sentiment gives you a quick read on how each conversation went without opening the transcript.
Taking Over an AI Call
When your AI voice agent is on a live call, you don't have to let it run to the end. From the live call panel you can:
- Listen to the AI call — stream the live audio of the AI talking to your visitor so you can hear how it's going.
- Take over the call — step in and continue the conversation yourself. The AI is disconnected and your microphone is connected to the visitor, so you pick up where it left off.
This is useful when a call gets complex, high-value, or starts going sideways and a human touch will close it better than the AI. While you're on the call, the session shows that an agent is on the line.
Managing Heard and Unheard Calls
Just like email, calls can be marked as heard or unheard:
- Unheard calls appear highlighted in the list so they stand out.
- Mark as heard -- Click to mark a single call as heard after you have reviewed it.
- Mark as unheard -- Click to mark a call as unheard if you want to come back to it later.
- Batch actions -- Select multiple calls and mark them all as heard or unheard at once. This is useful for clearing out a backlog.
Unheard Call Badge
In the sidebar navigation, the Calls menu item shows a count badge indicating how many unheard calls you have. This gives you a quick visual reminder without needing to open the Calls section.
Unheard calls may represent missed opportunities. Make it a habit to review unheard calls daily and follow up with any visitors who tried to reach you.
How Calls Connect to Other Features
- Leads captured during calls appear in AI Call Leads.
- Call metrics are tracked on the Dashboard and in Reports.
- If a visitor who called also chatted, you can find the conversation in Chats.
- The Engagement tab shows call volume trends, peak times, and device breakdowns.
- Visitors who accept auto-connect calls earn points in the Lead Scoring system.