Missed Call Alerts
K
Kristine Halloran
Right now, the call log displays all inbound calls, but there is no real‑time alert for a missed call. When an inbound call goes to voicemail or the customer hangs up before anyone answers, there should be an alert to the assigned user and/or their manager or department so those customers can be contacted promptly.
It would be helpful if the call log included an additional tab next to the inbound and outbound tabs that showed only missed calls, hang‑ups, and inbound calls that did not connect. This would make it easier for managers to review and follow up on these calls.
In addition, adding a number badge to the call log icon (similar to the appointment log and workplan icons) would help users quickly see when there are missed calls that still need attention. If a notification also appeared in the bell icon for the employee(s) assigned to that customer, it would further ensure timely follow‑up.
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Shelby Parker
Thanks for sharing this, Kristine Halloran — really helpful context. Totally hear you on the need for real-time missed call visibility (alerts to the assigned user/manager, a missed-calls-only tab, and a badge/notification so nothing slips through). I’m looping this into our review with the team, and if we need any extra details on your workflow or how you’d want the alerting to behave, we’ll follow up.
Erika Rodriguez
I agree with this suggestion. Without real-time notifications and a dedicated tab for missed or unanswered inbound calls, there is a higher risk of missed sales opportunities, delayed follow-ups, and lost leads. Since these calls are not clearly flagged for immediate attention, employees may overlook them, and managers may have difficulty monitoring and ensuring timely follow-up. This can negatively impact customer experience, appointment conversion rates, and overall team performance. Adding these alerts and tracking features would improve accountability, streamline follow-ups, and help ensure that every inbound lead receives prompt attention.