Call Status Badges
Badges show what happened on each call at a glance: whether an appointment was booked, cancelled or moved, whether the caller was transferred, texted, or asked for a call back.
Overview
Voka adds badges automatically. You don't set them up and can't edit them. Each badge comes from something that actually happened on the call:
- Booking badges (Booked, Package Used, Cancelled, Rescheduled, Deposit Link) come from actions that went through in your connected booking system. They are never guessed from the transcript.
- SMS Sent and Transferred come from the phone system confirming the text was sent or the call was handed off.
- Callback comes from your assistant's built-in Callback Requested insight, which runs on every call.
A call where none of these happened, like a caller asking about your hours, has no badge.
Where badges appear:
- The call list shows up to two badges per call, with "+N" if there are more
- The call detail page shows every badge on the call
Badge Types
Booked
Meaning: An appointment was booked on the call.
Visual: Green badge with a calendar icon
How it's set: Your booking system (Square, Acuity, Google Calendar or Calendly) confirmed the booking. If the booking attempt failed, there is no badge.
Package Used
Meaning: The booking was paid for with a prepaid package the client already owns.
Visual: Purple badge with a ticket icon, shown right after Booked so the two read together
How it's set: Acuity applied one of the caller's prepaid class packs when the class was booked. This badge always appears alongside Booked, never instead of it: the call made a booking, but it didn't bring in new money today.
Cancelled
Meaning: An existing appointment was cancelled.
Visual: Red badge with a crossed-out calendar icon
How it's set: Your booking system confirmed the cancellation. A cancellation that was refused or failed (for example, too close to the appointment under your Acuity cancellation policy) shows no badge.
Rescheduled
Meaning: An existing appointment was moved to a new time.
Visual: Amber badge with a calendar-and-clock icon
How it's set: Your booking system confirmed the new time.
Deposit Link
Meaning: The caller was texted a link to pay a deposit.
Visual: Teal badge with a card icon
How it's set: Only when you take deposits on the service the caller booked:
- Square: the appointment is booked, then a Square deposit invoice is created, so this badge appears next to Booked.
- Acuity: the caller is texted a pre-filled link and finishes booking and paying on Acuity's page, so this badge appears on its own. Nothing is reserved until they complete it.
Full-payment links don't get this badge. Pair it with SMS Sent to confirm the text actually went out.
SMS Sent
Meaning: Voka texted the caller during or right after the call, for example your booking link, directions or a deposit link.
Visual: Indigo badge with a message icon
How it's set: The phone system confirmed the text was sent. Texting requires the SMS add-on. By default the assistant asks during the call and only texts after the caller agrees. If you turn on automatic post-call texts, your booking link is sent after every call instead, skipping anyone who has opted out.
Transferred
Meaning: The call was handed off to a person on your team.
Visual: Purple badge with a transfer icon
How it's set: The phone system reported the handoff.
Use it to: Review transferred calls for questions your assistant couldn't answer, and add those answers to its knowledge base or FAQs.
Callback
Meaning: The caller asked to be called back.
Visual: Sky-blue badge with an incoming-call icon
How it's set: Your assistant's built-in Callback Requested insight comes back Yes once the call has been analysed.
What else happens:
- The request is added to Call Backs, where you call the person, add notes and mark it done
- If you've set up Callback Notifications, an email (and a text, with the SMS add-on) goes out
- It shows in the Priority tab of the notifications bell for up to 7 days
Badge Display Rules
List View (Call Logs Page)
The call list shows the first two badges in this order, with "+N" if there are more:
- Booked
- Package Used
- Cancelled
- Rescheduled
- Deposit Link
- SMS Sent
- Transferred
- Callback
Detail View (Call Detail Page)
Every badge on the call is shown.
Badge Combinations
| Badges | Meaning |
|---|---|
| Booked + Package Used | Booked, and paid with a prepaid package |
| Booked + Deposit Link | Booked on Square, and a deposit link was created |
| Booked + SMS Sent | Booked, and the caller was texted (for example your booking or deposit link) |
| Cancelled + Booked | The caller cancelled one appointment and booked another |
| Transferred + Callback | Handed to your team, and the caller also asked for a call back |
Filtering by Badges
How to Filter
- Go to Analytics → Calls
- Open the All Outcomes dropdown
- Choose a badge
The list, page count and total all reflect the filter. You can combine it with the assistant, phone number, direction and date range filters. The search box matches phone numbers, not words said on the call.
Common Filter Scenarios
The date presets are last 7, 30 and 90 days, or all time.
This Week's Bookings:
- Date: Last 7 days
- Outcome: Booked
- Use: See what the phone line booked, and prepare for new clients
Recent Transfers:
- Date: Last 7 days
- Outcome: Transferred
- Use: Find questions your assistant should be able to answer
Callers Waiting for a Callback:
- Date: Last 7 days
- Outcome: Callback
- Use: Cross-check against Call Backs, where requests are tracked to done
What Changed This Month:
- Date: Last 30 days
- Outcome: Cancelled, then Rescheduled
- Use: Spot gaps in the schedule you can fill
Troubleshooting
Badge Not Showing
- Make sure the call has finished. The Callback badge appears once the call has been analysed, which can take a minute.
- Check the transcript to confirm the action actually completed. For example, a booking the caller didn't confirm, or one your booking system rejected, gets no badge.
- Refresh the page.
Badge Looks Wrong
Review the call transcript, then contact support with the call ID. Badges are computed automatically and can't be edited.