Calls
When Neo answers the phone, every call becomes an inquiry with an outcome, a transcript and audio.
If you have Kaneo Voice (Neo's phone line), Neo answers your phone. Every call lands as a regular inquiry under Inquiries, with a phone icon next to the name. If Neo 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") | Neo took a message for you. | Yes |
| Booket ("Booked") | Neo booked what the customer called about. | No |
| Omstillet ("Transferred") | Neo transferred the call to a colleague. | Only if no one picked up |
| Ubesvaret ("Missed") | The customer hung up before Neo 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 Neo gjorde ("What Neo 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 Neo 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 Neo handled it herself, it says Neo klarede det selv ("Neo handled it herself"), and only Ring tilbage ("Call back") is shown.
Kaneo does not send the text message itself. It is sent from your own phone, so the customer sees your number.
Tell Neo whether she got it right
On the Neo 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.