Use the call log and the incoming-call screen pop

Overview#

The Calls page is where the office works the phones. When a call rings, a panel at the top shows who is calling with their record: locations, open jobs, balance and membership. Below it, the call log lists every call in and out with what came of it, a short summary and the next step. Missed calls and voicemails are flagged Needs follow-up until someone marks them handled.

Before you start#

• Role. Owners, admins, dispatchers and Customer service (CSR) users can see and work calls. Viewers (analysts) can read the call log but can't mark calls handled or place calls. Technicians and Accounting don't see Calls.

• Phones must be connected. Calls only come through TradesWork once your company has a number and phones are switched on. If they aren't, the Calls page says "Phones aren't connected yet, so calls don't come through TradesWork." An owner or admin sets this up in Settings › Phones › Phone Numbers, Call Recording & Texting.

• Business hours and ringing. During business hours calls ring the office phones listed in phone settings. The screen pop works for any call that reaches TradesWork.

Steps#

Answer a call with the screen pop#

1. Go to Calls › Calls. Keep the page open while you take calls.

   • When nothing is ringing you see "No calls ringing right now. Incoming calls pop up here with the caller's record." The panel checks for live calls every few seconds.

2. When a call comes in, a card appears with the caller's name (or Unknown caller), their number and a status badge: Ringing or On the line.

   • An AI receptionist badge means the AI is talking to the caller.

   • A line badge shows which of your numbers they dialed (useful for tracking numbers).

   • A membership badge shows the caller's active membership.

3. For a known customer, read the card before you pick up:

   • Locations: their service addresses.

   • Balance: what they owe. A dash means no balance data.

   • Open jobs: job numbers and summaries, with the next visit time. Click a job to open it.

4. For an unknown number, the card says "No customer has this number." If they called before, it adds how many times in the last 30 days.

5. Act on the call:

   • Open customer opens the customer record.

   • Book job opens the booking form for that customer.

   • New customer and job (unknown callers) opens the booking form with their phone number filled in.

   • See Book a job from an incoming call.

Work the call log#

1. Use the filters above the list: All calls, Needs follow-up, Missed and voicemail, AI receptionist and Recorded.

2. Each row shows the direction icon, caller, time and length, and an outcome badge such as Booked, Booking request, Message, Call back, Emergency, Answered, Missed or Voicemail. Other badges:

   • Verified: the AI receptionist confirmed the caller's service address.

   • AI: the AI receptionist handled the call.

   • A campaign or line name, and Job # when the call is tied to a job.

   • Needs follow-up: someone still has to act.

3. Under the row you may see the summary and a Next: step, and a Text-back line showing whether the missed-call text went out (or why not).

4. Click Details to see what the caller asked for (Name, Needs, Address, Preferred times, Message), the recording player and the transcript. Only roles allowed to hear recordings see the player and transcript. See Call recording and consent.

Clear a follow-up#

1. Filter to Needs follow-up.

2. Call the customer back, or book them.

   • For an unknown inbound caller the row has a Book job link that fills in their number.

3. If the call is tied to a job, type an optional note in Note for the job (optional). It is saved on the job as "Call follow-up: ...".

4. Click Mark handled. The row drops out of Needs follow-up and the Calls badge in the left nav goes down by one.

Set up and use click-to-call#

1. On the Calls page, find the card Your phone for click-to-call.

2. Enter the phone you want rung in Phone and click Save.

3. On a customer or job page, click Call customer in the Calls card. TradesWork rings your phone first, then connects the customer. The customer sees the company number, never yours.

4. The call appears in the log with "by" and your name.

Settings that change this#

• Settings › Phones › Phone Numbers, Call Recording & Texting: numbers, office phones to ring, ring time, business hours, voicemail greeting, recording, missed-call text-back and AI receptionist.

• Settings › Phones › AI Text Agent and Settings › Phones › Escalations & Tasks: how the AI answers and which outcomes become tasks.

• Tracking numbers tied to a campaign are listed in the Lines card on the Calls page as "tracking: [campaign]". They are assigned to your account by TradesWork support.

Tips#

• Keep Calls open in its own browser tab during office hours so the screen pop is always visible.

• The Calls badge in the left nav counts calls that need follow-up. Aim to keep it at zero by end of day.

• The Chat inbox shows the same calls next to texts, one conversation per phone number. Use it when a customer both calls and texts.

• Missed callers get a text back automatically (at most once every 12 hours), so many will reply by text in Chat before you call back.

Troubleshooting#

• The screen pop never shows a call. Cause: phones aren't connected, or the call didn't come to a TradesWork number. Fix: check that the Calls page doesn't show the "Phones aren't connected yet" card, and that the customer dialed a number listed under Lines.

• A known customer shows as Unknown caller. Cause: the phone number on their record doesn't match the number they called from (matching uses the last 10 digits). Fix: add that number to the customer's record.

• I can't see Mark handled or Call customer. Cause: your role can read calls but not work them (Viewer). Fix: ask an owner to change your role if you need to.

• The Text-back line says "not sent". Cause: the reason is shown in brackets, for example texting isn't connected, texting registration is still pending, or the caller replied STOP. Fix: see Chat: two-way texting.

• "Recorded. Your role can't play recordings." Cause: only owners, admins and dispatchers can play recordings. Fix: ask a dispatcher or owner to review the call.

FAQ#

What counts as a missed call? A call where nobody, person or AI, talked to the caller and they didn't leave a voicemail. It is marked Missed, flagged Needs follow-up and given the next step "Call back: nobody talked to this caller."

Are voicemails flagged too? Yes. A voicemail is marked Voicemail with Needs follow-up and the next step "Listen to the voicemail and call back."

Does booking a job from a call link the call to the new job? Not automatically. A call is tied to a job when the caller already had an open job at the time they called. A job booked afterwards doesn't attach itself to the call.

Can I see calls on a customer or job page? Yes. The Calls card on customer and job pages lists that record's calls and has the Call customer button.

Coming from ServiceTitan#

• Same idea: ServiceTitan's Calls › Calls screen is where CSRs see who's calling and start a booking. In TradesWork that screen is split in two: the screen pop and call log live at Calls › Calls, and the booking form is Book job (/jobs/new).

• Different: there's no zip or service-area check at the top of the booking flow and no property data lookup. Call outcomes (Booked, Booking request, Message and so on) and the Needs follow-up flag replace ServiceTitan's booked/unbooked call classification.

• Bringing your numbers: you can move your ServiceTitan numbers over from Settings › Phones › Phone Numbers, Call Recording & Texting (Bring your numbers (port-in)). ServiceTitan's account number for porting is your Tenant ID.