Reading a call: outcome, transcript, CRM sync.

What Sarah did

The colored panel at the top opens with What Sarah didfollowed by the call's outcome. For a booking, the headline reads like Booked Water heater install, Oct 16, 2026, 9:00 AM. That time is the appointment, in your time zone. For any other outcome, the headline is one sentence saying what happened.

Under it is a line with the call's length, when it started, the caller's number and, once a booking is in your CRM, the record number it was given there.

The Call back button dials the caller. On your phone it opens the dialer; on a computer it hands the number to whatever calling app you use. When there is no number to call, because the caller hid their number or the call is more than 30 days old, the button is greyed out on a computer (hover it to see No caller ID) and missing on a phone.

What each outcome means

Every call gets exactly one outcome. When several things happened on one call, the one higher on this list wins. A caller with a burst pipe who also got booked shows as Emergency.

Emergency: Sarah judged the call urgent and escalated it to you. Booked: she booked a new appointment. Rescheduled: she moved an existing appointment. Cancelled: she cancelled one. Lead captured: she recorded a qualified lead. Transferred: she handed the caller to you live. Callback requested: the caller asked you to call them back, and Sarah sent you their message as an alert. Spam: Sarah flagged it as spam. No intent: none of the above. The caller asked a question, dialed the wrong number or hung up.

If a call ended before Sarah could record anything, the panel says so.

The transcript

Transcript shows the conversation turn by turn, with a count of turns at the top. Each line is labelled as Sarah or as the caller, by name when Sarah has one. This is where you check exactly what was said, what price Sarah quoted and what the caller agreed to.

The transcript is read-only. You can select and copy the text, but you can't edit it. It is cleared 30 days after the call, and from then on the page reads No transcript for this call. Transcripts are cleared after 30 days, and a call that ends very early may never have one.

The caller panel

The caller lists Caller, Phone, Duration and Started at. When Sarah made a booking, it also shows the job Address and the Reason(the service booked). Anything Sarah didn't collect reads Not provided.

When there is an address, Open address in maps opens it in Google Maps in a new tab.

Compliance

Every call opens with Sarah saying she is an AI. The Compliance line shows the exact disclosure she spoke on this call and the Jurisdiction whose wording was used, based on your business address. More in The AI disclosure callers hear.

CRM sync

This line tells you whether the booking reached your calendar or CRM. It has three states.

Synced to Jobber (or Google Calendar, Housecall Pro and so on): the booking is in your system. The record number is in the line at the top of the page.

Sync pending: not in your calendar or CRM yet. Sarah took the booking, but it isn't in your system. You get a New bookingalert that says whether Ansa will add it automatically or you need to add it by hand (by text, or by email if text alerts are off or no Mobile phone is saved). Don't enter it by hand unless that alert tells you to, or you'll end up with a duplicate.

Not synced (call didn't produce a booking): normal for any call where Sarah didn't book anything.

The lead card

When Sarah recorded a lead, The lead card appears above the caller panel. It shows how warm the lead is (Hot lead, Warm lead or Cold lead), what kind of caller it is, a short summary and each answer the caller gave.

The last row says whether the lead is in your CRM: Sent to your CRM, Being sent, or Not in your CRM yet. Add it by hand. If the caller hung up before Sarah finished, a note says the lead was recovered from the conversation.

Troubleshooting