Recall & Reminders Features 4 min read Updated Jun 24, 2026

Message logs

The Message logs page is your record of every message and call a recall has sent. It's where you go to answer questions like "Did Mrs. Smith get our reminder?", "How did Mr. Patel reply?", or "What did the AI voice call say?" This article covers the list, the filters, and the detail panel.

The Message logs page is your record of every message and call a recall has sent. It’s where you go to answer questions like “Did Mrs. Smith get our reminder?”, “How did Mr. Patel reply?”, or “What did the AI voice call say?” This article covers the list, the filters, and the detail panel.

What the message logs are for

Every email, SMS, AI voice call, and human-call interaction that a recall produces is recorded here. It’s the operational layer behind your recalls — the place to look up an individual patient, check whether a message landed, read a reply, or listen back to a call. (This page is sometimes called the Triage inbox; it’s the same page.)

The list

At the top, a strip of counts summarises recent activity: Total messages, Emails, SMS, AI voice calls, and Issues (bounced, failed, or flagged messages).

Below that, each message is a row showing:

The channel — email, SMS, voice, or human.
The patient name.
The recall and segment it came from.
The subject or summary.
When it was sent.
Its status — for example Delivered, Opened, Clicked, Booked, Confirmed, Paid, Responded, Answered, Voicemail, No answer, Bounced, Failed, or Flagged.
The outcome, if any.

A message that’s currently paused shows a pause indicator.

How to find a specific message

Go to Message logs.
Use the channel filter to narrow to Email, SMS, Voice, or Human.
Use the status filter to narrow to a result like Delivered, Replied, Failed, or Flagged.
Type in the search box to find by patient name, recall name, or message content.
Click Load more at the bottom to see older messages.

Good to know: The filters and search combine, so you can find, say, all **Failed** **SMS** messages mentioning a patient’s name. The counts at the top cover a recent window.

The detail panel

Click any message to open a panel with its full detail:

The message that was sent — the actual email, text, voice-call summary, or human-call script and notes.
The patient’s reply, if they responded — shown below the original message.
A timeline of events — sent, delivered, opened, clicked, replied, and so on, each with its time. A coloured dot marks each event as a success, a warning, or an error.

How to open and read a message

In the list, click the message row.
The detail panel slides in from the side.
Read the message content, any reply, and the event timeline.
Close it with the ×, the Esc key, or by clicking outside the panel.

Good to know: The panel’s address is saved in the page link, so you can share a link to a specific message with a colleague and it opens straight to that message.

How to listen to an AI voice call

Open a voice message in the detail panel.
If a recording is available, click View transcript to read the conversation or Play recording to listen.

Good to know: Voice recordings contain patient information, so they’re only loaded when you ask for them — they don’t play automatically. If a call has no recording, you’ll see a note saying so.

Exporting

How to export the current view to a spreadsheet

Apply the filters and search you want.
Click Export to CSV at the top.
A spreadsheet downloads containing every message that matches your current filters — patient, channel, recall, segment, subject, status, outcome, sent time, and pause state.

Good to know: The export includes the whole filtered set, not just the rows currently visible on screen.

A paused message

If a message is paused, its detail panel shows a banner explaining why and when. Pauses are applied elsewhere (for example, when a patient opts out); the message logs simply show you the current state. You can’t edit, resend, or pause messages from this page — it’s a read-only record.