When you click any row on the Calls page, a detail panel slides in from the right with everything CoreReach knows about that call: who called, what was said, what happened, and how it ended. This article walks through what's in the panel.
For filtering or exporting the full Calls list, see Searching, filtering, and exporting calls. If a recording or transcript looks wrong or missing, see Missing or incorrect call data in Troubleshooting.
Opening a call
Click any row in the Calls page, or click a row in the Dashboard's Recent Appointments or Recent Messages widgets — both open the same call detail panel.
To close the panel, click the X in the top-right, click outside the panel, or press Escape.
What's in the panel
The panel is laid out top-to-bottom, with the most glanceable info up top and longer content (transcript, recording) at the bottom in collapsible sections.
Header and quick facts
At the top of the panel:
Caller type badge — Lead, Customer, or General.
Caller name (or phone number if no name) and the formatted phone.
Call timestamp in your business timezone (hover for the exact time).
Billable minutes — how many minutes this call counted against your plan.
Sentiment — Positive, Negative, or Neutral, shown as a colored pill with an icon. If sentiment couldn't be determined, the pill is hidden.
Agent and end reason
Below the header, you'll see:
Agent name — which agent handled the call.
End Reason — how the call wrapped up. Possible values:
User hung up — caller ended the call.
Agent hung up — your agent ended the call.
Call transferred — your agent transferred the caller to a destination.
Caller inactive — the caller went silent and the agent ended the call.
Max duration reached — the call hit your maximum call duration limit.
End Reason only appears for calls your agent actually answered — it's hidden for blocked calls and calls handled by failover.
Outcome cards
A colored card (or several) shows what happened on the call:
Completed (purple) — the agent handled the call without an appointment, transfer, or message.
Appointment (green) — agent booked a meeting. Card shows the appointment type, duration, and booked time.
Transfer (teal) — agent transferred the call. Card shows the destination name and number.
Message (orange) — caller left a message. Card shows the message text.
Failover (burnt orange) — call hit failover. Card explains why and what action was taken (voicemail, fallback number, etc.).
Blocked (red) — call was blocked. Card shows the reason: toll-free, spam, or a specified blocked number.
A single call can have multiple outcome cards if more than one thing happened.
Call summary
If your agent generated an AI summary of the call, it appears in a blue-tinted box. Summaries are generated automatically — you don't need to enable anything.
Caller details
A collapsible Caller Details section shows:
Email — captured during scheduling, if applicable.
Custom fields — any details captured for this contact during the call. Long labels are shortened with an ellipsis; hover to see the full label.
Call count — total calls this contact has placed.
Previous call — a timestamp link to the most recent earlier call from the same contact.
Recording
A collapsible Recording section shows an audio player when one exists. Press play to listen — there's no separate download button in the panel.
If the recording isn't available (failed to record, or the call type doesn't produce one — e.g., blocked calls), the section doesn't appear.
Transcript
A collapsible Transcript section shows the full text of the call, with speaker labels for the agent and the caller. The transcript loads when you expand the section.
If the call doesn't have a transcript (e.g., a blocked call), the section doesn't appear. There's no in-panel search or copy button — select text manually if you need to copy something out.
A note on retention
Call records, transcripts, and recordings remain accessible while your account is active. There's no per-call retention timer or "available until" indicator in the panel today.