The call log

The desk keeps one screen open all day. The rail down the left switches between them, and your phone line stays registered the whole time — changing screens never drops a call.

All calls

Click Calls in the rail. Every call the practice has made or taken appears newest first, grouped by day (Today, Yesterday, then the date), with who it was with, who handled it, how it ended, how long it lasted and the time it started.

A call with a patient also shows where that patient's journey stands now: the last outcome recorded for them, such as Call back later · Thu 15 Oct, Booked · Mon 12 Oct or Not proceeding · Too expensive. It is the same on every call with that patient, and it changes as soon as someone records a new outcome or moves the callback. While the patient has an open journey, it shows that journey's last outcome, so a patient who was not proceeding and has since come back — a new enquiry or a reopened lead — no longer shows Not proceeding. Click the person icon beside the call button to open the patient — in Today on the desk, their patient record elsewhere.

The tabs at the top pick which calls you see. Only one is on at a time:

• All shows every call.
• Incoming and Outgoing narrow by direction.
• Missed shows missed calls. On the desk, the tab shows how many are still waiting for a call back.

Click Answered, under the tabs, to see only the calls that were really answered — never one a voicemail picked up — on whichever tab is open. Click it again to see every call. It isn't offered on Missed: no missed call was answered.

The search box matches a phone number or a patient's name. Numbers match however they were typed: 07700 900 077 finds the same call as +447700900077.

Click + Filter to narrow the list further. Each filter becomes a chip you can click to change, or remove with its ✕:

The count beside the title is the number of calls that match what you picked. When nothing matches, the list says so and offers Clear filters.

Click any call to open it. Everything about the call is on the opened card, so nothing needs a second panel. The top line shows who handled it — the team member's photo and name, the shared desk phone, or the AI receptionist; a call nobody picked up says Nobody answered — beside how the call went, the call as one coloured bar. Below it the card has two columns:

• The call, on the left — Call AI's read of an answered call, then the recording and its transcript.
• The lead, on the right — when the call is linked to a patient, the journey's current outcome and their lead card: the treatment and its value, where the journey stands in the pipeline, who owns the lead and how many times the practice has tried to reach them. Click Open lead to work the lead in Today, or their patient record when nothing of theirs is due today.

If a recording is stored, its player loads as soon as you open the call — the audio waits, paused, until you press play — and the transcript appears right under it. While it plays, a transcript written live during the call follows along like captions: the line being spoken is highlighted, its words fill in as they are said, and the list scrolls to keep it in view. Click a line to play the recording from that moment. A call with no recording keeps a Show transcript button instead.

Call AI on the card

An answered call shows Call AI's analysis right on the opened card. On the call's side:

• Summary — what the call came to (Booked, Call back agreed, Not booked, No booking needed), what was said and, when the patient didn't book, why and who can fix it. The recording and transcript follow it.
• Next step — what to do now, with Open in Today when Call AI added the task.
• Suggested email — a follow-up to send, with Use and Dismiss.

On the lead's side, under the lead card:

• Lead profile — how the patient felt; what they need, what is holding them back and what will win the booking, a few words each; and a short recap of the lead so far.
• Say this next time — how to open the next call and what to cover.
• Coaching — for the person who took the call and the practice's managers: the score, how many checks the call met and the first thing to work on. Open coaching shows the full scorecard, what went well and the objections.

A transcript written live during the call names who said each line, Caller or Practice. Call AI is there for practices in the United Kingdom and the United States.

How the call went

An ended call opens with How the call went: the call as one bar, with the time it started on the left and the time it ended on the right. Each step is a coloured stretch of the bar showing how long it lasted — blue while it rang, green while you talked, grey on hold, amber when nobody picked up. On a call that rang for 16 seconds and then lasted 18 and a half minutes, the bar reads 16s then 18m 33s. Hover a stretch, or tab to it, to see what it was and the time it began:

• the route it took — While open, While closed, Closed today, No routing saved, Known patient or Withheld number — starting with Tracking number on a call to one of your tracking numbers;
• the keypad menu choice: Pressed 1, or No choice in the menu;
• who it rang, such as Rang Front desk: Anna, Ben, Cara +2, with no answer added when nobody picked up;
• who answered and on which device, such as Answered by Anna · Desktop app, or the outside number a forward reached;
• Voicemail at a number, when a voicemail picked up instead of a person: the number you called, or the phone a forward rang;
• holds (On hold) and talking again (Off hold), transfers (Transferred to Ben, or Transfer didn't connect) and forwards;
• the AI receptionist answering or passing the call on, an announcement, the couldn't-connect message or voicemail;
• why it was turned away, such as Blocked number or Voicemail full.

The hang-up icon at the end says who hung up: Caller hung up on an incoming call, the patient's name (such as Emma Butler hung up) on an outgoing one, Practice hung up or Call ended. A voicemail that cuts you off while you're leaving a message shows the patient's name too: the hang-up came from their phone or voicemail service, not from Smileline.

Someone who has since left the practice shows as Former member, and a very long call ends its bar with +N more. Seeing the path doesn't need the calling media permission.

It appears on calls to your Smileline numbers, on calls placed with a call button in Smileline and on the calls the AI voice agent places (AI outbound calling). Calls from before Smileline began recording it have none, and nor do calls Smileline doesn't route: on a desk phone line or dialled from a desk phone's own keypad, or through another phone provider.

Missed calls

An inbound call nobody answered carries a badge saying what became of it:

• Missed — nobody has called the number back yet.
• Called back — someone at the practice called that number afterwards, from the browser, the desk app or a desk phone. It counts whether or not the caller picked up. It also counts if the same caller rang again and got through. A call the carrier refused before it rang does not count.
• Dismissed — a team member marked it as dealt with without calling back.

Every call in the list has a call button at the end of its row, so you can ring the other party straight from the log. Click Dismiss on a missed call to close that one call without calling back, for example a wrong number or a caller you reached another way. Other missed calls from the same number stay open.

The Missed tab opens on To call back: the missed calls nobody has returned or dismissed yet. When there are none, the list says Nothing to call back. Switch to All missed to see every missed call, including the ones already called back or dismissed.

The red Missed badge next to the day chips on Today counts the same open missed calls, and clicking it opens this list in a window over Today, on Missed → To call back. The full list is also at Settings → Phone → Call log.

AI calls

Click AI calls in the rail for the same list narrowed to calls your AI voice agent handled. It has the same All, Incoming and Outgoing tabs and the same filters, apart from Handled by: the agent handled them. There is no Missed tab, because the agent answers every call it takes. Each call shows the agent's outcome (Answered, No answer, Busy, Voicemail, Failed or Transferred), and opening it adds the agent's written summary under the recording.

The summary is only there once the agent has finished writing it, which happens a short time after the call ends. Until then the transcript alone is shown.

If the summary or transcript looks wrong or inappropriate, click Report AI content under the transcript and say what was wrong. Your note goes to the Smileline team as a support message together with the call reference — the transcript itself is not sent. The same option is on the desk's Account screen for anything else the AI produced.

What each call tells you

An outgoing call you place from Smileline — with a call button or the Keypad — shows Voicemail, not Answered, when the other person's voicemail picks up. Smileline recognises the voicemail greeting a few seconds into the call. The call isn't cut off, so you can still leave a message, and how long it lasted still counts.

Recordings and transcripts are removed when the practice's retention window passes, so an older call may show no recording even though one was made.

Call quality

A small dot beside a call shows how the audio held up on the devices that carried it: green for a clean call, amber for noticeable jitter or loss, red when it was poor. Hover it for the measured numbers. Each device reports its own leg once, at the end of the call; nothing is sent while you are talking.