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Call Status Badges

Automatic status indicators that show key outcomes and actions from each call at a glance.

Overview​

Call status badges are automatically applied to calls based on metadata, AI insights, and call outcomes. They help you quickly identify important call characteristics without reading full transcripts.

Badge Locations:

  • Call list view (maximum 2 badges, shows "+N" if more)
  • Call detail page (all badges visible)
  • Color-coded with icons for instant recognition

Badge Types​

Booked​

Meaning: An appointment was successfully scheduled during the call.

Visual: Green badge with calendar icon

How It's Detected:

  • Call metadata contains booking_confirmed flag
  • Action items mention "book", "appointment", or "schedule"
  • Integration response indicates successful booking

Use Cases:

  • Track appointment booking success rate
  • Identify calls that converted to bookings
  • Monitor booking agent performance
  • Follow up on scheduled appointments

Example Scenarios:

  • "I'd like to schedule a haircut for next Tuesday at 2 PM"
  • "Book me in for a consultation on the 15th"
  • "Can you put me down for Friday afternoon?"

SMS​

Meaning: A text message was sent to the caller during or after the call.

Visual: Blue badge with message icon

How It's Detected:

  • Call metadata contains sms_sent flag
  • Call metadata contains message_sent flag
  • SMS tool was successfully triggered

Use Cases:

  • Confirm text message delivery
  • Track SMS engagement
  • Verify follow-up communications
  • Monitor automated messaging

Example Scenarios:

  • Assistant sends appointment confirmation text
  • Sends pricing information via SMS
  • Shares link to booking portal
  • Provides address or directions

Transferred​

Meaning: The call was transferred to a human agent or different phone number.

Visual: Purple badge with transfer icon

How It's Detected:

  • Call metadata contains transferred flag
  • Call metadata contains transfer_completed flag
  • Transfer tool was triggered during call

Use Cases:

  • Track transfer rate and reasons
  • Identify calls requiring human intervention
  • Improve assistant knowledge to reduce transfers
  • Monitor handoff success

Example Scenarios:

  • Complex questions beyond assistant knowledge
  • Urgent issues requiring immediate human attention
  • Specific requests for live person
  • Escalations or complaints

Analyze to Improve:

  • Review transferred call transcripts
  • Identify common transfer triggers
  • Add missing information to knowledge base
  • Update prompts to handle more scenarios

Missed​

Meaning: The call was not answered or went to voicemail.

Visual: Red badge with phone-x icon

How It's Detected:

  • Call status is no-answer
  • Call status is busy
  • Call disconnected before connection

Use Cases:

  • Track missed call rate
  • Identify capacity issues
  • Follow up with callers who didn't connect
  • Monitor system availability

Common Reasons:

  • All lines busy
  • System maintenance
  • Configuration error
  • Network issues

Action Items:

  • Review missed calls daily
  • Call back missed callers when appropriate
  • Investigate patterns (time of day, specific numbers)
  • Adjust capacity if needed

Voicemail​

Meaning: A voicemail was left by the caller or system.

Visual: Gray badge with voicemail icon

How It's Detected:

  • Disconnect reason includes "voicemail"
  • Call metadata contains voicemail_left flag
  • Call ended with voicemail prompt

Use Cases:

  • Track voicemail frequency
  • Review and respond to voicemails
  • Identify off-hours calls
  • Monitor after-hours coverage

Best Practices:

  • Check voicemail badge calls regularly
  • Return voicemail calls promptly
  • Consider extending business hours if many voicemails
  • Set up after-hours assistant to reduce voicemails

Badge Display Rules​

List View (Call Logs Page)​

Maximum 2 Badges Shown:

  • Displays the two most important badges
  • Shows "+N" indicator if more badges exist
  • Example: "Booked, SMS +1"

Badge Priority (when limiting to 2):

  1. Booked
  2. Transferred
  3. Missed
  4. SMS
  5. Voicemail

Detail View (Call Detail Page)​

All Badges Shown:

  • No limit on badge display
  • All applicable badges visible
  • Full badge list with icons and colors

Badge Combinations​

Common badge combinations and what they mean:

BadgesMeaning
Booked + SMSAppointment scheduled and confirmation sent
Transferred + SMSCall transferred and follow-up text sent
MissedCall not answered, no other actions
Voicemail + SMSVoicemail left, automated text sent
Booked + TransferredBooking requested, transferred to confirm

Using Badges to Improve Performance​

Daily Review​

Morning Check (5 minutes):

  1. Filter by "Missed" badge - call back missed callers
  2. Review "Transferred" calls - look for knowledge gaps
  3. Check "Booked" calls - confirm appointments
  4. Verify "SMS" badge calls received texts

Weekly Analysis (30 minutes)​

Track Metrics:

  • Booking rate: % of calls with "Booked" badge
  • Transfer rate: % of calls with "Transferred" badge
  • Miss rate: % of calls with "Missed" badge
  • SMS delivery: % of expected texts sent

Identify Patterns:

  • What triggers transfers most often?
  • Which times of day have most missed calls?
  • Are bookings higher on certain days?
  • Is SMS delivery consistent?

Monthly Optimization (1-2 hours)​

Deep Dive:

  1. Review 20 transferred calls - find commonalities
  2. Analyze booking conversations - what works best?
  3. Study missed call patterns - capacity issues?
  4. Check voicemail trends - need extended hours?

Take Action:

  • Update knowledge base with missing information
  • Adjust prompts to handle transfer triggers
  • Add capacity during peak missed-call times
  • Extend business hours if needed

Filtering by Badges​

Use badge filters to find specific call types quickly.

How to Filter​

  1. Go to Analytics → Calls
  2. Click Filters
  3. Select Badges dropdown
  4. Choose one or more badge types
  5. View filtered results

Common Filter Scenarios​

Find Today's Bookings:

  • Date: Today
  • Badge: Booked
  • Use: Confirm appointments, prepare for customers

Review Yesterday's Transfers:

  • Date: Yesterday
  • Badge: Transferred
  • Use: Identify knowledge gaps

Check Weekend Missed Calls:

  • Date: Last Saturday-Sunday
  • Badge: Missed
  • Use: Return calls, assess need for weekend coverage

SMS Delivery Verification:

  • Date: Last 7 days
  • Badge: SMS
  • Use: Confirm text message system working

Technical Details​

Metadata Sources​

Badges are computed from multiple data sources:

Call Metadata:

  • Stored in call_logs.metadata column
  • JSON format with action flags
  • Updated during and after call

AI Insights:

  • Action items analyzed for keywords
  • Conversation summary checked for actions
  • Custom insight triggers

Call Status:

  • Telnyx call status codes
  • Disconnect reasons
  • Duration and completion data

Badge Computation​

When Computed:

  • Initial computation when call completes
  • Re-computed when metadata updates
  • Cached for performance

Logic Location:

  • lib/utils/call-log-helpers.ts (lines 432-477)
  • Server-side computation
  • Client-side display only

Troubleshooting​

Badge Not Showing​

Check:

  1. Call is completed (not in progress)
  2. Action actually occurred (verify in transcript)
  3. Metadata was properly set
  4. Refresh the call detail page

Common Issues:

  • Integration didn't return proper metadata
  • Action occurred but metadata not updated
  • Timing issue (badge may appear after refresh)

Incorrect Badge​

If a badge appears incorrectly:

  1. Review call transcript to verify action
  2. Check metadata in call detail (if accessible)
  3. Report issue with call ID to support

Note: Badges are automatically computed and cannot be manually edited.

Missing Expected Badge​

Example: SMS was sent but no badge shows

Check:

  1. Was SMS actually delivered? (check SMS logs)
  2. Did integration properly update metadata?
  3. Was there an error in SMS sending?
  4. Review delivery logs for failures

Custom Badge Triggers​

Using Metadata​

You can trigger badges programmatically via webhooks or integrations:

Set booking_confirmed:

{
  "metadata": {
    "booking_confirmed": true
  }
}

Set sms_sent:

{
  "metadata": {
    "sms_sent": true,
    "message_sent": true
  }
}

Set transferred:

{
  "metadata": {
    "transferred": true,
    "transfer_completed": true
  }
}

Via Action Items​

Badges can also trigger from AI-extracted action items:

Booking trigger keywords:

  • "book"
  • "appointment"
  • "schedule"
  • "reserve"

Example: If action items include "Book appointment for John", the "Booked" badge may appear.

Future Badge Types​

Potential future badges based on customer feedback:

  • Escalated: Customer requested supervisor
  • Complaint: Negative sentiment detected
  • Sale: Purchase completed
  • Callback Scheduled: Follow-up call arranged
  • Info Sent: Information emailed or texted

Check release notes for new badge types as they're added.