Calls
When Noa answers the phone, every call becomes an inquiry with an outcome, a transcript and audio.
If you have Noa Voice (Noa's phone line), Noa answers your phone. Every call lands as a regular inquiry under Inquiries, with a phone icon next to the name. If Noa does not know the number, the number is shown instead of a name.
How did the call go?
Every call has a label that tells you how it ended:
| Label | Means | Needs you? |
|---|---|---|
| Besked taget ("Message taken") | Noa took a message for you. | Yes |
| Booket ("Booked") | Noa booked what the customer called about. | No |
| Omstillet ("Transferred") | Noa transferred the call to a colleague. | Only if no one picked up |
| Ubesvaret ("Missed") | The customer hung up before Noa could answer. | Yes |
Calls that need you also appear in the Venter på dig ("Waiting for you") list on Home.
What the inquiry shows
Open the call and you see:
- Hvad Noa gjorde ("What Noa did"): a short headline, for example Tog en besked ("Took a message"), and the message or the booking.
- Udskrift ("Transcript"): the whole conversation line by line, including what Noa looked up along the way.
- Lyd ("Audio"): the recording, if it was saved. Otherwise it says Ingen optagelse gemt ("No recording saved").
- At the top: the number (click to copy), the time and the duration. If the customer has called before, it says, for example, Kendt gæst · 3 besøg ("Known guest · 3 visits").
The status, owner, priority, category and Svar senest ("Reply by") fields work just like on any other inquiry.
Follow up on a call
At the bottom of the inquiry you find buttons instead of a reply field. You cannot reply to a call by mail.
- Ring tilbage ("Call back") calls the customer from your phone or computer.
- Send SMS (only when the call needs you) expands a short, pre-filled message you can edit. Click Åbn i besked-app ("Open in messaging app"), and it opens in your own messaging app.
- Markér som klaret ("Mark as done") closes the inquiry once you have followed up.
If Noa handled it herself, it says Noa klarede det selv ("Noa handled it herself"), and only Ring tilbage ("Call back") is shown.
Telenoa does not send the text message itself. It is sent from your own phone, so the customer sees your number.
Tell Noa whether she got it right
On the Noa page you can mark each call Rigtigt ("Right") or Forkert ("Wrong"). A correction on a call never switches anything off by itself. It only moves the number for how much you can trust her on the phone.