Call logs

Call logs is your searchable archive of every conversation Elva handled — incoming patient calls and the calls Elva made out to patients. Each entry keeps the full transcript, a summary, the key facts Elva captured, and (where one exists) the audio recording, so you can find any call, review exactly what was said, and audit how it was handled.

What Call logs is for

Think of Call logs as the complete record of Elva’s phone work. Every call lands here when it finishes, with everything attached: who called, why, what Elva did, how the patient sounded, and the word-for-word transcript. Use it to look back at a specific patient, settle a “what did we say?” question, check on a recall that didn’t land, or simply listen to how a call went.

The two tabs: Inbound and Outbound — patients

At the top of the page you’ll see two tabs, each with a count of how many calls it holds:

• Inbound — calls patients made to your office that Elva answered.
• Outbound — patients — calls Elva made out to patients, such as appointment confirmations, reminders, recalls, and follow-ups.

The table columns change depending on which tab you’re on, because the two kinds of call tell you different things.

Inbound columns:

• Patient — the caller’s name and phone number.
• Intent — why they were calling (for example, Scheduling or Emergency / pain).
• Outcome — how the call ended (for example, Scheduled or Transferred).
• Sentiment — how the patient sounded, shown as a coloured dot with a label.
• Length — how long the call lasted.
• Time — when the call happened.

Outbound — patients columns:

• Patient — the patient’s name and phone number.
• Recall type — the kind of outreach this was (for example, Hygiene recall or Appt reminder).
• Attempts — how many times Elva has tried to reach this patient, shown as a count (for example, 2/3).
• Outcome — the result of the call (for example, Appointment confirmed, or Voicemail if Elva left a message).
• Length — how long the call lasted.
• Time — when the call happened.

Narrowing the list: time range, filters, and search

Above the table you have three ways to find the calls you want:

• Time range — a selector with Today, Last 7 days, Last 30 days, and Custom. Pick the window you want to look at.
• Filter chips — quick filters that change with the tab. On Inbound you can filter by Intent, Outcome, Sentiment, and Escalation reason. On Outbound — patients you can filter by Recall type, Outcome, and Attempts. Click a chip and choose a value to narrow the list.
• Search — the Search patient or phone… box on the right. Type a patient’s name or phone number to jump straight to their calls.

You can combine these — for example, set the time range to Last 7 days, then filter Inbound by Intent: Emergency / pain to see this week’s emergencies.

The summary row above the table

Just under the tabs you’ll see a row of summary cards that give you the shape of the day at a glance. They change with the tab.

On Inbound, the cards cover Calls today, Completed by Elva, Transferred to staff, and Avg duration. On Outbound — patients, they cover Outbound today, Confirmations completed, Reschedules booked, and Voicemails left. Each card shows a number and a short note, so you can see how Elva’s day is going before you scroll the list.

The call detail panel

Click any row to open the call detail panel on the right-hand side. This is where the full story of the call lives. Click the X in the corner to close it.

For an inbound call, the panel shows:

• Patient info at the top — name, phone, location, the call’s outcome and intent, sentiment, the time, length, and whether they’re a returning patient or a new caller.
• AI call summary — a short, numbered rundown of what happened on the call.
• What Elva captured — the key facts Elva pulled from the conversation, such as insurance verified, a note, or what was booked.
• Conversation — the full transcript, turn by turn, between Elva and the Patient. Where Elva’s thinking is shown, you can click Show AI reasoning to reveal the reasoning behind her replies (and hide it again).
• An audio player to listen to the recording.

For an outbound — patient call, the panel shows:

• The recall context at the top, under Triggered by — the Recall type, the recall’s name, the patient segment, and Prior steps in this sequence (for example, an email or text Elva sent before this call).
• An AI call summary and What Elva captured, where there’s something to show.
• Attempt history — the timeline of every try Elva has made to reach this patient, each with its time, result, and status.
• The outcome, and the conversation: if the patient picked up, you’ll see the full transcript; if Elva left a message, you’ll see Voicemail Elva left with what she said.

The audio player and calls without a recording

When a call has a recording, the panel shows an audio player. Press play to listen, drag the bar to skip to any moment, and tap the speed button to play back faster (up to 2×).

Some calls have no recording to play — for example, a Voicemail or a No answer outbound call. For those, the panel shows No audio recording with the note that the transcript and details are still available below, so you always have the record even when there’s nothing to listen to.

What the pills mean

Throughout Call logs, coloured pills tell you the key details of each call at a glance. Here’s a quick guide to the main ones:

• Intent (Inbound) — why the patient called, such as New patient exam, Scheduling, Emergency / pain, Billing, or Insurance.
• Outcome (Inbound) — how it ended, such as Scheduled, Registered, Needs callback, Transferred, or Voicemail.
• Sentiment (Inbound) — how the patient sounded: Positive, Neutral, Anxious, Frustrated, or Negative.
• Recall type (Outbound) — the kind of outreach, such as Hygiene recall, Appt reminder, Appt confirmation, Post-op follow-up, or Reactivation.

For the complete list of every pill and what it means, see the Glossary of terms.

How to find a specific patient’s calls

1. Open Call logs and choose the tab you want (Inbound or Outbound — patients).
2. Click the Search patient or phone… box on the right.
3. Type the patient’s name or phone number. The list narrows to matching calls as you type.

How to review a call in detail

1. In Call logs, find the call you want in the table.
2. Click anywhere on its row.
3. The call detail panel opens on the right with the summary, captured facts, full transcript, and the recording. Click the X to close it.

How to filter to a kind of call (for example, emergencies or hygiene recalls)

1. Open Call logs and choose the tab you want.
2. To find emergencies, stay on Inbound, click the Intent filter chip, and choose Emergency / pain.
3. To find hygiene recalls, switch to Outbound — patients, click the Recall type filter chip, and choose Hygiene recall.
4. Adjust the Time range if you want a wider or narrower window.

How to switch between inbound and outbound

1. Open Call logs.
2. Click the Inbound tab to see calls patients made to you, or the Outbound — patients tab to see calls Elva made out.
3. The columns, filters, and summary cards update to match the tab you’re on.

How to listen to a recording

1. In Call logs, click the call’s row to open the call detail panel.
2. Press the play button on the audio player at the top of the panel.
3. Drag the bar to skip to any point, or tap the speed button to listen faster.