Read a GoHighLevel call report and send a recap email

How the call reports from GoHighLevel appear on a customer record, how to check what the call said before you rely on it, how to confirm the details heard on a call, and how to send the recap email to the customer.

Where: web · Who can use it: Staff who can see the customer (their own customers, and their team's if their role allows it, within their brand). Rebuilding a report, confirming details heard on a call and sending a recap each need their own permission. Director and Owner can reset a recap stuck in sending.

Screens may differ slightly from what you see.

What it is for

When a customer calls the showroom or is called through GoHighLevel, the call can be transcribed and summarised. IBIOS keeps that as a call report on the customer record, so the next person knows what was said without listening to the call again. From the same report, IBIOS can draft a recap email for you to send to the customer, and list the details heard on the call that you can confirm into the customer record.

Nothing is sent to a customer, and nothing is written into the record, until a person presses the button.

Who can use it

• Anyone who can see the customer: read the call reports on that customer. You see only the reports for customers in your brand and within your view rights.
• Rebuild a report (the Rebuild button): needs the rebuild permission, Rebuild Report. Each customer can be rebuilt once in a 10-minute window, and each person can rebuild up to 12 times an hour.
• Confirm the details heard on a call: needs call_reports.confirm_proposals.
• Send a recap email: needs call_reports.send_recap.
• Reset a recap stuck in sending: Director and Owner only.
• Change the survey fields and templates for call reports: call_reports.configure.

Your manager sets these on Settings, then Permissions. If you cannot see a button, you do not have that permission.

How to use it

Find the call reports

1. Open the customer from Customers.
2. Find the Call reports section. Each report shows its date and a summary.
3. Open a report to see its detail. It shows What was said and When it happened, with the source for each point.
4. If a figure has no verified quote behind it, the figure is marked. Do not rely on a marked figure until you have checked it with the customer.
5. If the section says a report was updated with later activity, the report has been changed since you first saw it. Read it again before you act.

Rebuild a report

If a report looks out of date, click Rebuild. IBIOS reads the call again and produces a new report. Wait for it to finish; the section refreshes when it has.

Confirm the details heard on a call

On the customer record, Details heard on calls lists the record fields the call mentioned. Each one shows the old value and the new value.

1. Read the proposed value and the source it rests on. The source is shown to staff only, and is never sent to the customer.
2. Click Confirm to write the new value into the customer record. You will be asked to confirm a replacement if the field already has a value.
3. Click Dismiss if the call got it wrong or the detail does not matter.

Confirming is a change to the customer record, so it is logged.

Draft and send a recap email

The recap is a draft email to the customer, built from the report.

1. On the customer record, find Recap email to the customer. If a draft is already there, you will see it.
2. Read the Subject and the Body. Each line rests on facts from the call. The Each line rests on list shows where each fact came from.
3. Edit the text if you need to. Click Save draft to keep your changes.
4. Click Send when you are happy. Nothing is sent until you press Send.
5. If a draft is stuck in sending, a Director or Owner can reset it to failed, then you can send it again.

The draft and the send happen only when a person acts. IBIOS does not send recaps by itself.

Tips

• Read the report before you ring the customer back. It takes less time than listening to the call.
• Check the When line on each point. A detail from an old call may be out of date.
• Confirm the details you are sure about, and dismiss the rest. A long list left open makes the next person less sure of the record.
• Keep recap emails short. Use the subject to say what the email is about, for example "Your bathroom survey on Tuesday".

Things to know

• A report comes from the call transcript and its summary. It can miss a point or misread a word. The marked figures and the sources are there so you can check them.
• Call reports are attached to the customer record. A customer outside your brand does not show them to you, and the page says nothing about whether they exist.
• The Rebuild limits exist so one customer or one person cannot run up a large AI bill. If you hit the limit, wait for the window to pass.

Related articles

• Read the GoHighLevel showroom briefing
• Connect GoHighLevel and check the connection
• Find, add and check a customer