Resk Support

Calls

Calls

Quick answer - Calls shows conversations handled through Resk. Open a call to review the recording, transcript, summary, customer details, and any follow-up work.

Use this guide when - Staff who review call quality, return missed calls, or check what a customer asked for.

Before you start - Know whether you are reviewing for quality, returning a call, checking a booking, or investigating a customer issue.

Open the call list

  1. Choose Calls from the left menu.
  2. Wait for the list to load.
  3. Use the newest calls first unless you are looking for a specific customer.
  4. Look for missed calls, callback requests, escalations, or calls marked unread.

Calls list

Read the call row

A call row usually tells you:

  • When the call happened.
  • The caller name or number.
  • The call outcome.
  • The duration.
  • Whether it needs review.
  • Whether a follow-up exists.

If you are busy, start with calls that show callback, missed, escalated, failed, or unread.

Open and review a call

  1. Select the call.
  2. Read the summary first.
  3. Check the transcript for names, dates, services, or prices.
  4. Listen to the recording if tone or exact wording matters.
  5. Check whether Resk created a customer, booking, message, or follow-up.
  6. Add a private note if staff need context.
  7. Mark the call reviewed if your account has that action.

Return a call

  1. Open the call.
  2. Confirm the customer number.
  3. Check the summary so you know why they called.
  4. Choose Call, Outbound call, or use your business phone process.
  5. Add a note or complete the follow-up after the callback.

If the callback should be logged in Resk, use the Resk call action when available.

Search for a call

  1. Use the search box for a name, number, or keyword.
  2. Filter by date if you know when it happened.
  3. Filter by outcome if you only want missed calls, bookings, or callbacks.
  4. Open likely matches and confirm from the summary.

When to trust the transcript

Use the transcript to move quickly, but use the recording when the exact wording matters. Transcripts can mishear names, brands, addresses, and noisy background speech.

Common mistakes

  • Treating the transcript as perfect.
  • Calling back without reading the summary first.
  • Leaving calls unread, which keeps badges and reminders around longer than needed.
  • Forgetting to update the customer or follow-up after handling the call.

Last updated: April 2026