Calls & voicemail
Call logs and voicemail playback inside your conversations, on every phone platform that reports calls.
CommSync shows phone calls inside the conversation they belong to. A missed call, an answered call, and a voicemail each appear as a row in the thread. The row sits between the texts you exchanged with the same person. A voicemail row carries a player: press play, scrub the waveform, and read the transcript when the platform supplies one.
Call logs and voicemail work on the phone platforms that report them. A platform that shares no call history shows texts only. The table below, and the page of each platform, say which platform shares what.
What appears in a thread
- Call logs. Each finished call becomes a row with an outcome icon. The row shows the time and the talk time. Some platforms also name the teammate on the call.
- Voicemails. A voicemail row holds the audio player and the transcript. You can scrub the waveform and change the playback speed.
- Previews. The inbox list shows a short line for the newest call, such as "Voicemail · 0:42".
Call rows follow the conversation to every surface. The inbox, a contact's Conversations tab, a team view, and a shared thread all render the same rows.
An inbound missed call or voicemail marks the thread unread, so it surfaces like any other message you have not seen. It also sends a notification to your browser and your iPhone, when you keep Calls and voicemail on. A call someone answered does not mark the thread unread and does not notify. Calls from a history import stay silent too. Search finds calls and voicemails by their transcript text.
Call transcripts
When the platform records a call and shares its transcript, the call row gets a full transcript. The transcript shows each speaker turn, with the speaker's name and the time into the call. When the platform produces a call summary, the bubble shows the summary, and the customer sentiment when the platform gives one, above the transcript.
A platform can produce the transcript a few minutes after the call ends. CommSync checks back on its own and adds the transcript to the call row when it is ready. An open thread updates live — no refresh needed.
Where transcripts come from
Each platform either sends its own voicemail transcript, or leaves the transcript to CommSync:
The platform transcribes. CommSync reads the transcript from the platform, with no AI spend. It waits for it, because a platform can make it minutes after the call.
CommSync transcribes. CommSync transcribes the recording with AI. The transcript appears under the player moments after the voicemail arrives.
Both. A voicemail can arrive with no transcript from a platform that usually sends one. CommSync then transcribes it with AI. It never overwrites a transcript that the platform supplied.
| Platform | Calls | Voicemail | Voicemail transcript | Call transcript | Call summary |
|---|---|---|---|---|---|
| TwilioCommSync voicemail, off by default | Yes | Yes | CommSync AI | — | — |
| JustCallJustCall AI | Yes | Yes | JustCall; CommSync AI after 55 minutes | JustCall | With sentiment |
| QuoTranscripts and summaries on Quo Business or Scale | Yes | Yes | Quo; CommSync AI after 10 minutes | Quo | Yes |
The fallback uses the org's AI credits (the spend appears as "Voicemail transcription" in the ledger). An org with no credit left keeps full voicemail playback — only the transcript is absent.
CommSync Agents never respond to a call row, and the AI classifier ignores call rows. A missed call cannot trigger an automatic reply.
Set up calls on your platform
Most platforms need no setup: CommSync reads the call history through the same connection that brings your texts. A platform that has no voicemail of its own can use CommSync voicemail instead. The Calls and voicemail section of each platform page says what to turn on.