Conversations

Open Conversations to read, replay, and share any call — the transcript, recording, summary, key topics, and the details your agent captured.

Every call your agents make or answer lands in Conversations, whether it came from a campaign, a source, the web, or a test.

Conversations has two tabs over the same work:

Tab	One row per	Use it to
Calls	a single call	Read, replay, or share one conversation
Contacts	a person	See everyone being called, and what has happened to them so far

Calls is the tab you land on.

The list

Each row is one call:

Column	What it shows
Contact	Who was on the call
From	Where the call came from — a campaign, a lead source, the web
Agent	Which agent handled it
Disposition	How it ended
Length	How long the two of you actually talked
When	When it happened

Click any row to open the call.

Find a specific call

Search by name or number, then narrow with the filters above the table:

Time range — Any time, Today, Past week, Past month, or a custom range.
Direction — All calls, outbound, inbound, or web.
Disposition — answered, voicemail, no answer, busy, failed, or cancelled.
Source — Campaign, Test call, Web URL, Embedded web agent, or any lead source you've connected.
Length — Under 30s, 30s – 1 min, 1 – 2 min, Over 2 min.

Read a call

Open a call and you get five panels:

Recording — play the call back, if recording is on for that agent.
Summary — what happened, in a few lines.
Key topics — what came up.
Captured — the details your agent collected during the call.
Transcript — the full conversation, turn by turn.

No recording or transcript? Check Record calls on that agent's Profile tab — it governs both.

Call dispositions

The Disposition badge says how a call ended.

Disposition	Meaning
answered / completed	Someone picked up and the call ran its course
voicemail / machine detected	An answering machine picked up
no answer / missed / timeout	Nobody picked up
busy	The line was engaged
rejected / failed	The call couldn't be completed
cancelled / skipped	The call was called off before it connected
short call	Connected, but ended almost immediately
pending / in progress	Not settled yet

A dash means the call hasn't produced a disposition yet.

Use Share summary on an open call to send its summary to someone who doesn't use Intrlume.

Contacts

The Contacts tab is one row per person rather than per call — everyone your agents are working, whichever engine is calling them.

Column	What it shows
Contact	Who they are
From	Where they came from
Status	How far they have got
Tried	How many calls have actually been attempted
Last Call	When you last spoke
Next Call	When they are due next

From reads source: and the source's name, campaign: and the campaign's name, or Inbound when they rang you. One person can carry more than one: a website lead a campaign has since picked up shows both.

What a status means

It depends on which engine owns the contact:

Owned by	Status reads
A source	New, Callback Scheduled, Contacted
A campaign	Pending, In Progress, Completed, Failed

Tried counts calls that were actually attempted, never calls still queued. Someone sitting in a campaign nothing has dialled yet reads 0.

When the next call lands

Next Call means two different things, and the column says which:

From a source, it is an exact time held for that one person.
From a campaign, it is the time for the whole batch — everyone in it shares it.

Open a contact

Click any row for that person's whole story:

Entry	What it records
Received	They arrived from a source — open it to see exactly what was sent
Reached	A call connected
No answer	Nobody picked up
Failed	A call could not be completed
Joined campaign	A campaign picked them up
Stopped	Calling stopped
Scheduled	A call still to come

Every entry is something that happened, except Scheduled — that one is a promise, not a record.