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 the contact the call is attached to. 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. If a setter does run a call, from their own Fathom or an import, they can work on it the way a rep works on their own.
• Any member can archive and restore a call.
• Permanently deleting one is owner and admin only.
• A call can show with no contact. Nobody matched it, somebody left it unattached on purpose, or its contact was deleted. None of those means the call is broken. See Who a call belongs to.

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. With GoHighLevel connected it matches the contact there, or creates one when there is none. Without GoHighLevel it attaches to a contact you already have on that email. Otherwise the analysis still runs and the call arrives unattached, and you can attach it yourself.

• 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.

Some calls are real sales conversations that are not about your offer: a partnership call, a supplier negotiation, a recruiting conversation that runs like a pitch. Grading a rep on those would be measuring them against a playbook that never applied.

So there is a third state, between a normal call and one that was never a sales call at all:

The middle one is never silent. The call carries an amber banner reading Not counted toward performance with a sentence saying why, so a rep whose average moved gets the answer on the call itself rather than wondering.

It is left out of scores, averages and leaderboards only. The call, its debrief and its contact history all stay exactly where they were.

Near the top of a call are two things you can correct: the Contact it is attached to and the Rep who ran it. Each says how it got there, such as matched automatically or chosen by hand.

Attach a contact or Change contact lets you search the contacts you can see and pick one, or choose No contact if the call was with nobody in your contacts. The contact's owner and its call history follow the call. A choice made by hand is never undone by automatic matching.

Change rep moves the call to the person who really ran it, and its score goes with it. The call then shows who corrected it, when, and who it was before.

• The contact can be changed by the same people who can edit the call: owner and admin on any call, a manager on their reps' calls, and a rep or setter on a call they ran.
• The rep can be changed by owner and admin on any call, and by a manager within their own team. A rep cannot move a call.
• An open follow-up that came from the call goes with it: moving the contact takes it off the old contact, and changing the rep puts it in the new rep's queue.

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, or a setter, can re-analyse a call they ran.

That same list decides who can edit a call by hand, so a rep can correct their own debrief without waiting on anybody. Changing which rep ran a call is the one exception, and is manager and above.

Anything a human set by hand survives untouched: outcome, deal value, call type, the contact and rep chosen for it, the curated areas of opportunity and black swans, and whether the call counts toward the numbers.

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.