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.

The Calls Screen

Calls is a three-pane screen: a rail of calls on the left, the selected call's thread in the middle, and the contact on the right.

The rail has four tabs, each with an unread count:

Tab	What It Shows
Widget	Audio, video, and AI voice calls that started in the website widget
Inbound	Calls to your AI phone numbers
Outbound	Calls your outbound AI agents placed
Scheduled	Outbound calls waiting to be placed, and ones that failed (see below)

Above the list: Search calls and transcripts, an Unheard only toggle, a date-range picker (default Last 90 days — the tab counts follow the range), and Mark all as read for the open tab. Rows show the caller (phone rows are titled by the number until the post-call analysis finds a name), when it happened, and up to two chips — Video, Session, or Audio.

tip

Set the range to the last day first thing in the morning to review calls that came in overnight or outside business hours.

Call Details

Select a call and the thread shows its transcript and summary, with a player at the top. The header offers Mark heard, Copy link to this call, and a More menu with Delete call. The action row depends on the call: View session and Watch video for widget calls, Listen live (while it's in progress), Play recording, and Caller history for phone calls, and More information on every call — the one way into the call info card with the raw details.

The contact pane shows who called, their details and history, and an Outcome pill — Live now, Missed, Voicemail, Booked, Qualified, No answer, or Completed — alongside the sentiment, so you can triage without opening the transcript. Durations and talk time are recorded for widget AI voice calls too.

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.

note

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.

note

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.

Call Screening

Inbound call agents can screen out robocalls before they cost you anything. Call screening is opt-in per inbound agent: with it on, every caller is first asked to press a random digit before anything else happens. Bots and auto-dialers that can't respond are hung up on — before any human is rung and before the AI is engaged.

A Call screening log on the agent's settings lists the calls that were screened out, with the caller's number and the reason — No key pressed or Wrong key pressed. Entries are kept for 90 days.

note

Screening never blocks a number permanently. A caller who fails the check can simply call again and pass it.

Voicemail Detection on Outbound Calls

When an outbound AI call reaches an answering machine, the AI detects it within seconds and hangs up instead of talking to the recording. The call is flagged as voicemail so its outcome tags reflect what actually happened.

Playing Call Recordings

Every call is automatically recorded. Click Play recording (or Watch video) to listen to or watch it directly in your browser. Once the audio has loaded, the player's download menu offers Download MP3 (Download video on video calls) and Download transcript, which saves the transcript as a text file — it's greyed out when no transcript was captured for that call.

note

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 lead with the call summary — its title becomes the email subject and the summary sits at the top of the body — and include a Listen to Recording button that opens the Calls page with the recording ready to play. If the post-call analysis never arrives, the email still goes out a minute later without the summary, so a missing analysis never costs you the transcript.

Translating a Transcript

Click Translate on a transcript to read it in another language — useful when a caller spoke a language your team doesn't. The translation preserves who said what and the timestamps, and Show original switches back at any time.

note

Transcripts are currently generated for AI calls. Calls handled by human team members have recordings available but may not include automatic transcripts.

Scheduled Calls

The Scheduled tab lists outbound calls that are waiting to be placed and ones that failed. Each row shows when the call will fire and why it was deferred or failed — for example, a call moved to respect the contact's quiet hours — and Cancel this call (with a confirmation) stops it before it fires.

Scheduling a new one uses the same dialog Nox uses for its tasks: pick the kind (Call, or Text, Email, CRM note, Reminder, Stage move, Enrich), the Phone number and Contact name, the Outbound agent that should place it, the time, and Context for the call. See Scheduled work for the full task lifecycle.

Calls born from a schedule carry a Scheduled badge in the list, and their thread includes a section showing the schedule details — when it was set for and whether it was scheduled manually or by Nox.

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 rail so they stand out, and Unheard only narrows the list to them.
• Mark heard -- Click in the thread header after you have reviewed a call (it reads Already heard afterwards).
• Mark all as read -- Clears the whole open tab 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.

warning

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.