Call Logs

Call logs — admins see every call this account has placed or received. Agents open Helix Agent to see only their own calls in a simpler view with date and disposition filters and limited columns. The full reporting controls below describe the admin view. It’s the screen you open to answer “what happened on that call?”, and it covers the whole account: every agent, every campaign, every number.

The summary strip

Six tiles — Calls, Connected (with its share of the total), Voicemail, No answer, Failed and Avg talk — counted over everything matching your filters, not just the fifty rows on screen. Connected means an agent was joined to the call, and Avg talk averages only those.

Filters

The panel starts collapsed, with the date range and the search box on its title row so you can change the window or look someone up without opening it. Open it for everything else. Whatever you’ve applied shows as a chip that stays on screen whether the panel is open or shut, so a collapsed panel can never hide what’s filtering the calls you’re reading.

Filter	Options
Date range	Today (the default), All time, Last 7 days, Last 30 days, or Custom range — pick From and To, then Apply
Dir	All, In, Out
Outcome	Connected, Voicemail, No answer, Abandoned, Failed, In progress — tick as many as you want
Recorded	Only calls that have a recording
Rows	Conversations counts a transfer once; Call legs shows each agent’s segment
Search box	Phone or contact name…
Agents, Numbers, Campaigns, Lists, Vendors, Dispositions	Tick-lists with an All button that becomes Clear once something’s ticked, a Filter… box once there are more than six to choose from, and a first row for calls that have none: Unassigned, No number, No campaign, No list, No vendor, No disposition

Seven digits or more matches phone endings; shorter searches match contact names. Archived vendors remain filterable. Deleted dispositions disappear from the filter while calls retain their saved labels.

The Filters panel counts what you’ve applied (“3 active”) and lists each as a removable chip, with Clear all beside them. Reset in the header restores Today, clears the other filters and restores newest-first sorting.

Selecting an agent keeps the selected row view. Their transferred calls remain visible.

Columns

Columns in the header shows and hides the optional ones and remembers your choice.

Column	What it shows
Time	When the call started
Dir	Out for a call you placed, In for one you received
Contact	Who was on the other end — the caller on an In row, the person you dialled on an Out row. Their name when we have it, otherwise the number itself. Either one is a link, in blue, whenever the call is tied to a contact in GoHighLevel — clicking it opens that contact. A Transfer leg badge marks a leg handed on from another agent
Number	That same person’s number again — it only repeats what Contact is showing, so it’s off by default. Turn it on from Columns if you want the number beside the name
From / To	The two ends of the call, and the only columns that swap with direction: on Out, From is your number and To is theirs; on In, the other way round. The only place your own number appears
Agent	Who handled it — blank when nobody did
Campaign	The campaign behind the call, or Manual when an agent dialed it by hand
List	The list the lead came from
Vendor	The vendor that sourced the lead
Disposition	The saved outcome. Admins can click its pencil to edit it or view edit history
Billed	A Billed badge when the call carried a per-call vendor charge. Hidden by default
Amount	What that charge was. Hidden by default
Outcome	Connected, Voicemail, No answer, Abandoned (ended before reaching an agent — they gave up ringing or holding, or nobody was free), Failed (couldn’t be completed) or In progress
Talk	Talk time, on Connected and Voicemail rows only
Rec	A play button, when there’s a recording

Every column above except Dir, Number, From, To, Billed, Amount and Rec sorts — click a header, click again to flip it. The current sort shows as a chip in the row above the table.

A dash means we genuinely don’t have that fact — calls placed before call logging shipped have no record of your own number, and the table says so underneath when it’s showing any.

Editing a disposition

Admins can click the disposition or its pencil to open Edit disposition after the conversation and wrap-up finish. Choose the correct outcome, enter a reason, and select Save disposition. No disposition clears an incorrect outcome. If the column is hidden, show Disposition under Columns.

This updates call reporting and CPA using the selected outcome’s conversion flag. The call date, closing-agent credit, vendor and campaign stay the same. Editing a transfer leg updates the original conversation once. CRM tags, callbacks, list membership, DNC status, charges and recordings are unchanged.

An Edited marker links back to the before/after history, editor, time and reason. Conflicting edits or changed disposition settings require Reload call before another save. Retrying an uncertain save is safe.

Opening a contact from a call

Anything blue in the Contact column is a link — usually a name, sometimes a plain phone number. Clicking it opens that contact’s record in GoHighLevel, in place of the logs screen, so it’s the quick way from “what happened on that call?” to the record itself. You leave the table behind, and come back to it with your filters reset.

A blue phone number means we know which contact the call belongs to but don’t have a name for them yet — the link works, and the name appears on its own once their details reach us. That’s normal on a call from someone new: we create the contact while the phone is still ringing, and a brand-new contact has nothing but a number until someone fills the rest in.

Plain black text is the only thing in that column with nothing behind it. It means the call was never tied to a contact at all — for an incoming call, that the attempt to find or create one didn’t go through, which is worth checking on Integrations if you see it more than occasionally.

Which end am I looking at?

Contact is always the other party — the person who isn’t you — no matter which way the call went. It doesn’t swap around.

From and To do: on an Out row, From is your number and To is theirs; on an In row, it’s the other way round. They’re the only place your own number appears, which is what you want when a call came in on a number nobody recognises, or when you’re checking which of your outbound numbers a lead was dialled from.

That’s why Number is off by default — it’s the other party a second time, so it only ever repeats Contact.

Recordings and call detail

Rec plays audio in the row. Call details are optional columns under Columns. A recent recording may still be uploading; try again shortly. A failed recording cannot be played.

No recording means it was never switched on

A call only has audio if Call recording was on for the number it used, under Numbers — and that needs account-level recording on as well. Switching it on now won’t retrieve older calls.

Paging

Fifty calls a page, newest first. Previous and Next appear once there are more. The count above the table is the whole filtered set, not the page you’re on.