# Calls

> **Info: Paid tier**
>
> Call recording and analysis require a paid tier (recording seat). Not available on the Discovery plan.

The **Calls** page (`/call-review`, sidebar group **Sales**, titled "Call review") lists every recorded sales call, transcribed and scored automatically. It also exists as the **Calls** tab of the [Rep Dashboard](https://docs.durum.ai/en/pages/rep-dashboard) (`/rep-dashboard?tab=appels`). Each row opens the call detail (`/call/…`) with the player, the transcript, the scorecard and the team notes.

## Where calls come from

A call lands in DURUM as soon as a recording is received from one of these sources:

| Source | How it connects |
|--------|-----------------|
| Zoom | Each rep connects their Zoom account from their [Profile](https://docs.durum.ai/en/pages/profile); the recording is received as soon as Zoom makes it available |
| Aircall | Webhook to paste into Aircall (events `call.ended`, `call.comm_assets_generated`, `call.commented`), see [Aircall](https://docs.durum.ai/en/integrations/aircall) |
| GoHighLevel | Calls made in GoHighLevel are picked up automatically through the GoHighLevel connection |
| Other dialers (Ringover, Kavkom, Diabolocom, JustCall, CloudTalk, Pipedrive, HubSpot) | Any tool whose webhook publishes a downloadable recording address; sending to the generic address `/api/webhook/call-recording-ingest` is also possible |

The **Source** badge on each row shows the originating platform (`Zoom`, `Aircall`, `Teams`, `Meet`, or the raw tool name).

### Recording seats

Call analysis is billed per **recording seat**: you buy seats under [Billing](https://docs.durum.ai/en/pages/billing), then assign one seat to each rep under [Team](https://docs.durum.ai/en/pages/team-settings). A call attributed to a rep **without a seat** stays visible but is neither transcribed nor analyzed (it is set aside). A rep must also connect their calendar: without a calendar, no recording and no analysis.

> **Info: Account with no analyzed call**
>
> In the Rep Dashboard, the Calls tab is blurred until at least one call has been analyzed in the last 90 days, with the steps to follow: recording seats under Billing, then one seat per rep under Team. After that, every call transcribes and scores itself.

## What happens automatically

For every recording received, with no action on your side:

1. **Download** of the audio (and of the Zoom video, compressed to 720p) to DURUM's secure storage. Sensitive personal information is masked in the transcript and bleeped in the audio; a `PCI` badge flags it on the row.
2. **Transcription** with speaker identification (**Rep** / **Prospect**).
3. **Analysis**: call type, sentiment, summary, next step, objections, red flags, missed opportunities, voice of the customer, coaching priorities.
4. **ICP qualification** and **scorecard** according to your settings in the **Call Config** tab (see below).
5. **Indexing** for semantic search (**Search** tab).

A Slack **Call analysis** notification can go out after each analysis (see [Notifications](https://docs.durum.ai/en/pages/notifications)). An hourly safety net checks that every transcribed call did receive its qualification and its scorecard.

## The call list

### Toolbar and metrics

- **Filter by rep** selector: "All reps (aggregated view)" or one rep; the choice is kept in the address (`?rep=`).
- **Refresh** button.
- Metrics: **Calls** (with this week's count), **Average score**, **Last 7 days** (difference in points versus the last 30 days, or "stable").
- **Show aggregated themes** button: three columns, **Strengths**, **To improve**, **Frequent objections**, with occurrence counts.

The period follows the global date picker (90 days by default). The list shows at most the **200 most recent calls** of the period; beyond that, a banner warns that the totals cover this sample and suggests narrowing the period.

### Filters and sorting

| Filter | Options |
|--------|---------|
| Score | All, Under 60, 80 and above |
| Sentiment | All, Positive, Neutral, Negative |
| Type | All, Sales, Setting |
| Qualification | All, Qualified, Not qualified |

Sorting: date (most recent first), score ascending (misses first), score descending. Calls are grouped by day.

### Columns

| Column | Content |
|--------|---------|
| Source | Qualification chip (`Qualified` in green, `Not qualified` in red) and the originating platform badge |
| Context | Call type (`Sales`, `Setting`, `Follow-up`, `Discovery`, `Renewal`, `Onboarding`), ICP score in %, duration, time, then the short summary |
| Sentiment | `Positive`, `Neutral`, `Negative` or `n/a` |
| Next step | `Call booked`, `Call proposed`, `Video sent`, `Email sent`, `Follow-up planned`, `No action` or `n/a` |
| Score | Scorecard score (0 to 100). An asterisk means no scorecard was generated and the score shown is the analysis confidence score |

## The call detail

### Header

Contact name (or "Sales call"), **Previous / Next** navigation when coming from the list, **Prospect card →** button (opens the contact card), **Create coaching task** (prefilled with the detected priorities), and, when the call is tied to an ad, **View source ad →**. The info line shows the rep, the date, the call type, the sentiment and the rep's share of speech ("Rep talks N%").

An **Appointment** badge shows the calendar and the time of the matching booking. The **Source** block shows `utm_source`, the campaign, the ad set and the originating ad, with a link to the [Ads](https://docs.durum.ai/en/pages/ads) page, prefiltered.

### Player and transcript

- Audio player (or video for Zoom) with 1x to 2x speeds, 10-second skips, and markers on the bar: objections (red), scorecard criteria (`Passed`, `Partial`, `Missed`) and next step (blue). A click jumps to that moment. A `?t=<seconds>` link opens the call right at the desired moment.
- KPI strip: **Close probability** (%), **Prospect interest** (/10), **ICP fit** (/10), **Objections** (count), **Compliance** (%, adherence to your script, neither legal nor recording compliance).
- Segment-by-segment transcript, click = audio jump, in-transcript search with highlighting, **Follow playback** checkbox, **Copy** button, and **Save this moment for training** (title + category: Opening, Discovery, Objection handling, Closing, Do not repeat). Saved moments show up in the **Training** tab.

If no audio file is stored, the page says so: the transcript and the analysis remain available.

### Analysis sections

| Section | Content |
|---------|---------|
| Qualification | ICP score, status (`Qualified`, `Not qualified`, `Undetermined`), reasoning, positive signals, warning points, per-criterion detail, next step and the prospect's response |
| Scorecard | One criterion per row (passed, partial, missed, not applicable) with justification and clickable evidence; by default only the criteria to work on are expanded |
| Summary | Short summary, toggle to the detailed summary, suggested next steps |
| Notes | **Team notes**, visible to the whole team, with `@member` mentions (the mentioned person gets an in-app notification) |
| Coaching | The three priorities, with the why and a suggested script |
| Objections | Verbatim, category, response strategy, quality score /10, prospect reaction, comparison with your playbook, **Create a task** button |
| Voice of the customer | Pain points, language patterns, buying signals, hesitations, with **Copy all verbatims** |
| Script adherence | Table per script section: status and key phrases, overall score |
| Red flags | Severity, verbatim, suggested fix, **Create a task** button |
| Missed opportunities | Type, playable moment, what, why, suggested wording |

## Neighbouring tabs

The Sales navigation bar at the top of the page gives access to the tabs that live off the same calls:

- **Search**: a natural-language phrase ("Objection on price", "When the prospect mentions a competitor") finds the exact moment across every transcribed call, with a **Listen at m:ss** link.
- **Training**: the moments saved from transcripts, ready to listen to.
- **Call Config** ("What a good call is"): your **ICP profile** (criteria, weights, mandatory criteria, qualification threshold at 60% by default), your **checkpoints** per call type (Setting or Sales), the **script sections** and the **full script**. These are the references every call is read and scored against.

## Roles and access

The page requires the **Call review** permission (`call_review`), granted by default to every role, including client, member, sales rep, sales director and viewer. An administrator can remove it under [Roles & permissions](https://docs.durum.ai/en/pages/roles-permissions). The **Team** and **Call Config** tabs are hidden for the sales rep role. The rep selector lists the reps of the selected account.

> **Tip: Push analyses to your CRM**
>
> Under Settings → Integrations, the **Automatic push of call analyses to your CRM** card (off by default) sends, after each analysis, a note on the GoHighLevel contact: scorecard, summary, next steps and a link to the call, according to the chosen template (full, summary only, scorecard only, link only).

---

Source: https://docs.durum.ai/en/pages/calls