Calls

You don’t need a campaign to make a call. To dial one number directly:

1. Navigate to Calls in the sidebar.
2. Click New Call.
3. Enter the phone number (in international format).
4. Select which agent should make the call.
5. Click Call Now.

The call connects immediately and you can monitor it in real time from the Active Calls view.

You can redial any number from your call history with one click — with the same agent pre-selected.

1. Go to Calls > Call Logs.
2. Find the call you want to repeat.
3. Click the Redial button (phone icon) in the Actions column.
4. WiseRep opens the New Call page with the phone number and agent already filled in.
5. Review and click Call Now.

Useful for:

• Following up on calls that went to voicemail or weren’t answered
• Re-contacting a lead that asked to be called back
• Re-testing a specific number after updating an agent’s prompt

WiseRep can handle incoming calls too. When someone dials your WiseRep phone number, the system automatically routes the call to the appropriate agent. You can configure which agent handles incoming calls from your Phone Number Settings.

To receive incoming calls or display a consistent caller ID for outbound calls:

1. Go to Calls > Phone Numbers.
2. Click Request Number.
3. Select a toll-free number from the available options.
4. The number is assigned to your account and ready to use.

Every conversation — phone call or website chat — is logged automatically.

1. Go to Calls > Call Logs.
2. Use the Type filter to view phone calls, chat sessions, or both.
3. Click any entry to open the detail view.

Each log includes:

• Type — Call or Chat
• Status — Completed, Voicemail, No Answer, or Failed
• Duration — how long the conversation lasted
• Transcript — a full text record of the conversation
• Summary — an AI-generated summary of what was discussed and the outcome
• Recording — a downloadable audio file (phone calls only)
• Custom Data — structured fields collected during the conversation (if configured)

When a call is in progress, navigate to the Active Calls view to:

• See the call status (connecting, in progress, ending)
• Read a live transcript as the conversation unfolds
• Monitor multiple simultaneous calls from a campaign