Calls and debriefs

The Calls tab holds every call, split into Active and Archived. Filter by rep and by call type, or search by title, prospect, or rep.

Search finds a prospect even when they only show up as a call participant, or as a contact matched from GoHighLevel. It covers the 5,000 most recent calls in view, and the page says so if a workspace has more.

Each row shows who it was with, when, how long, the outcome, and the score.

The button on each row says Debrief, not "view". That is the point of the product: sit down and study what happened.

• Setters have no Calls tab. They do not run calls.
• Any member can archive and restore a call.
• Permanently deleting one is owner and admin only.
• A call can show with no contact. That means its contact was deleted, not that the call is broken. Restoring the contact re-attaches it.

When a call did not go through Fathom, the transcript can be pasted in by hand. Calls has an import link, and what you paste runs through the same analyzer as a recorded call: it is classified, graded, and given an outcome, and it lands in the list looking like any other.

The transcript is the only thing required. A title, a start time and a duration are optional, and a title is generated when you leave it blank.

Fill in the prospect’s email if you have it. That is the field used to link the call to a contact, matching one you already have or creating it when there is none. Without an email the analysis still runs, but the call arrives unattached to anyone.

• Anyone imports a call for themselves.
• Owner, admin and manager can import on behalf of a rep, and a manager only for the reps assigned to them.

Every call carries an outcome. The analyzer proposes one and you can overrule it.

Once a human has set it, the analyzer never changes it back, even if the call is re-analysed.

Changing an outcome by hand also updates the follow-up queue, but only when it crosses the line between a live deal and a finished one. Setting Paid, No sale or Not qualified closes the open follow-up, so nobody is told to chase a customer who already paid. Correcting back out of one of those opens a fresh follow-up. Moving between two live outcomes changes nothing, so tidying up a stage never disturbs a follow-up you are working.

Outcomes are not decoration. They drive:

• The deal funnel and closing ratio on Metrics.
• How soon the follow-up engine says to reach out again.

Marking a call Paid also closes the open follow-up for that contact.

Opening a call gives you, roughly in reading order:

• A one-sentence snapshot. What happened and where it left off.
• The headline three. Biggest strength, biggest weakness, and the single highest-leverage change for next time.
• The category breakdown. Each of the eight categories with its mark, what worked, what to improve, and one concrete fix.
• Objections. Each one raised, whether it was pre-empted or answered after the fact, how well it went, and a better way next time.
• Areas of opportunity. Up to three of your offer's core pillars this prospect most needs, each tied to something they said.
• Path to close. The strategic steps between here and a signature, in order.
• What the prospect agreed to do, kept separate from what the rep promised.
• Commitments. Everything the rep promised, each with a due date. Anything already done before hanging up is marked done, not handed back as a task.
• The written coaching review. The long-form version, in sections.

Separately from grading the rep, each call records what was learned about the buyer:

• Stated pains, and the outcome they want.
• Who else is involved in the decision.
• Budget and timing signals.
• Competitors mentioned, and how long they have been looking.
• Personal details worth remembering.

That carries forward, so the next call with the same person opens with a briefing instead of a blank page. See Contacts.

Fixed the playbook? Corrected a call's type? Re-analyse the call and it is regraded against the current rules.

• Owners and admins can re-analyse any call.
• Managers can re-analyse their assigned reps' calls.
• A rep can re-analyse their own.

That same list decides who can edit a call by hand, so a rep can correct their own debrief without waiting on anybody.

Anything a human set by hand survives untouched: outcome, deal value, call type, and the curated areas of opportunity and black swans.

Editing either of those two sets hands it over for good, so a re-analysis leaves it alone. Clear every card out of one and it goes back to the analyzer, which fills it in again the next time the call is analysed.