Inbox supports calls alongside text messages. Call activities can be accessed via the vertical sidebar, making it easier to track and review calls in context. This article explains how to access call details, recordings, and transcripts.
Viewing call activities
When a Contact has call-related history, all call-related activities are available in the dedicated Call activities tab.
Ongoing calls will always appear at the top of the list.
These activities are grouped by date, which is the same as the other Activities tab.
The following call-related events are recorded:
Permission request accepted / declined
Incoming & outgoing calls (ongoing and ended)
Missed call or no answer
Call ended due to maximum duration
Call details
If enabled in Workspace settings, additional call details such as recordings and transcripts are available for each call.
These details appear alongside call activities and have their own dedicated controls.
Call recordings
Call recordings let you review calls with Contacts after they end.
This is what you can do with call recordings:
Playback directly within the call event card.
Download recordings for offline reference.
Call transcripts
Transcripts are available only if Call Recording and Call Transcripts are enabled in Workspace settings.
This is what you can do with call transcripts:
View transcripts inline.
Copy text for easy reuse.
Download full transcripts for documentation or compliance.
Next steps
You’ve learned how to view and manage call activities in Inbox. Next, learn how to manage Contacts in Inbox so you can keep customer information accurate, view key details in the sidebar, and stay focused on your conversations.
