Every call and voicemail adds an internal note to the conversation. That note is your route into the detail, which is useful when you pick up a colleague's call or need to confirm what a customer agreed.
Open the call detail
To review a call, start from the internal note on the conversation.
Open the conversation, then click the call or voicemail message in the internal note.
Click Details to see the call type, direction, status, duration, and the workspace number used.
Call recordings
To hear the call or voicemail recording, or their transcripts:
Open the conversation, then click the call or voicemail message in the internal note.
Click Call recording to play the recording or read the transcription.