Calls
Managing Calls

Managing Calls

This guide covers operational actions for call records: reprocessing, manual assignments, exports, and deletions.

Common Management Operations

1. Reprocess a Call

If transcription or analysis fails due to transient provider timeouts:

  1. Open the affected call.
  2. Click Actions > Reprocess Call.
  3. Select the processing stage to restart:
    • Full Reprocess: Runs transcription, AI summarization, custom extraction, and scorecards.
    • Scorecard Only: Re-runs QA scorecard evaluation without re-transcribing audio.
    • CRM Sync Only: Re-attempts webhook delivery or CRM field sync.
  4. Click Confirm Reprocess.

2. Change Call Assignment

To reassign a call to a different team member:

  1. Open the call detail page.
  2. Click the Agent dropdown in the metadata panel.
  3. Select the new team member.
  4. Call metrics and coaching permissions transfer immediately to the new owner.

3. Edit Call Title and Metadata

  1. Click the edit icon next to the call title.
  2. Update the title, call type, or contact association.
  3. Click Save Changes.

4. Delete a Call

[!WARNING] Deleting a call permanently deletes the audio recording, transcript, QA scores, and coaching comments. This action cannot be undone.

  1. Open the call and click Actions > Delete Call.
  2. Type DELETE in the confirmation dialog.
  3. Click Delete Call Permanently.

Manual Call Sync to CRM

To force an immediate push of call data to your connected CRM:

  1. Open the call page.
  2. Click Sync to CRM in the integration card.
  3. Aila sends the call note, audio link, and custom fields to your active CRM destination.
  4. Review the sync timestamp and status confirmation.

Related Documentation

OverviewCall Library