A caller is not answered; the call becomes a conversation with an owner, and the caller is called back.
Phone inbox — call flow
Open hours: ring the team; queue; callback offered, place kept
Closed hours: next opening stated; voicemail
The caller's phone: rings, then leaves a voicemail
1. A customer calls the business's number, on Helpbrook or on its own phone system connected to it; nobody answers and the caller leaves a voicemail.
Views: mine, unassigned, waiting
Missed call — phone — new — owner: you
Missed call — phone — new — owner: a teammate
2. The missed call is already a conversation with an owner, given by the inbox's rule; it is never left unassigned.
Phone: you are out on a job
Notice: a missed call is assigned to you
3. The owner is out on a job and gets a push on their phone for what is assigned to them.
Conversation — missed call
Call Voicemail, transcript Attempt log: none yet
Customer, known by their phone number Earlier conversations, any channel
4. The owner reads the transcript and sees the customer recognised by phone number with their earlier conversations.
Conversation — missed call
Call back
Attempt log Attempt 1: no answer
Status: waiting
5. The owner calls back; the customer does not answer, the attempt is logged, and the conversation shows waiting.
Conversation — missed call
Attempt log Attempt 1: no answer Attempt 2: answered
Call: recording, notice at call start
Text: [ ] (waits on registration for texting)
Status: done
6. A second attempt is answered; the call joins the conversation as a recording, a text can follow in the same conversation, and the owner marks it done.