Calls and messages

Calls and messages (in the sidebar) lists the conversations your AI Receptionists have handled in a period, calls and chats alike, newest first. Click any one to read exactly what was said. For totals and trends across those conversations, use Analytics — the two pages share the same filters and count conversations the same way, so the conversations listed here are the ones behind your Analytics figures, and the numbers agree unless you ask to see test conversations as well.

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Choose what you’re looking at

The filter row at the top works the same way as on Analytics, except that the timeframe is one button rather than four:

• Timeframe — a button naming the current timeframe. Select it to choose Day, Week or Month, then use the arrows beside it to step back through earlier periods; or choose Custom for a range of your own (up to one month), with a from and to date and time. Until you’ve picked both dates, the page asks you to choose a date range.
• Receptionist — one AI Receptionist, or All Receptionists for the whole workspace. The list offers the Receptionists you have now, so one you’ve removed isn’t there to pick — but the conversations it handled are still listed under All Receptionists.
• Filter — narrows the list by how the caller came across, by how the conversation was passed on or whether it looked like spam, by the channel it arrived on, and by what it achieved, all from one control. It reads All conversations until you tick something. See Narrow the list and Filter by outcome.
• Timezone — the clock the times are read against. If your account offers more than one zone you can switch it, and your choice is remembered.

A line under the filters always states exactly what’s on screen — the period, the Receptionist, the timezone, and that you’re looking at completed conversations. When you’re on the current period it also says live, because that period is still filling up. On a phone, the filters sit behind a Filters button, with the line saying what’s on screen just beneath it. The button opens a panel holding the same choices: the timeframe as four buttons under Period — Day, Week, Month and Custom — then the period itself with its arrows under Date (or the from and to fields, for Custom), the Receptionist, Filter and the timezone. Every choice takes effect as you make it. Reset puts the period back to this week, the Receptionist back to All Receptionists and unticks everything in Filter, leaving your timezone as it is; Done closes the panel.

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Narrow the list

Open Filter and the menu is divided into headed sections. Tick as many options as you like, in any of them:

• Sentiment — Happy, Satisfied, Neutral, Confused or Frustrated. The colours match the How callers felt bar on Analytics, and clicking a segment of that bar brings you here with that sentiment already ticked.
• Tags — how the conversation was passed on (External transfer or Moneypenny Transfer), or Potential Spam for conversations that looked like spam or a wrong number rather than a real customer.
• Channel — Phone, SMS, Chat, Web chat or Web call.
• Outcome — what the conversation achieved. This one is last, and it is the only section that isn’t always there: see Filter by outcome.

Two ticks in the same section mean “either of these”: tick Confused and Frustrated and you get both. Ticks in different sections narrow each other instead — Frustrated plus Phone lists frustrated phone calls only. Untick something to widen the search again. The closed control names what you’ve chosen: the option itself while it’s one thing (Frustrated), or a count once it’s more than one (3 filters). Changing anything takes you back to the first page of results. Conversations from testing an AI Receptionist in Moneypenny AI are listed here alongside the real ones — this page is the record of everything that happened, and it’s the only way to read a test conversation back once you’ve closed the test drawer. To see only those, tick Web call under Channel for test calls or Web chat for test chats; to leave them out, tick the channels you do want. Analytics doesn’t count them, though, because its figures are about how your business is doing rather than about you trying your Receptionist out. So this list can hold more conversations than the Total conversations tile says for the same period. When you arrive here by clicking something on Analytics, the channels it counted are ticked for you, so the list you land on is exactly the conversations behind that figure — untick them to widen it again.

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Filter by outcome

The last section of Filter answers “show me the calls that booked something”. It is last because it is the longest — ten outcomes per AI Receptionist, and all of your Receptionists’ put together on All Receptionists. Unlike the three sections above it, the options aren’t a fixed list: they’re the outcomes that conversations in this period actually reached, alphabetically. So they follow the Receptionist and the period you’ve chosen, and they still include an outcome you’ve since renamed or removed from the Receptionist, because its conversations are still here. In a period where nothing reached an outcome, the section isn’t there at all — there is nothing it could offer. Ticking one outcome doesn’t hide conversations that also reached others: filter to “Booking made” and a call that booked and took a message is still listed, with both chips on its row. And like every other section, ticks here narrow whatever the rest of the menu has already chosen — Booking made plus Phone lists the phone calls that booked. Selecting a ring on the Analytics Outcomes card brings you here with that outcome ticked and the period and Receptionist already applied.

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The conversation list

Above the list a count tells you how much you’re looking at — “12 conversations · most recent first”, or “3 matching conversations · most recent first” once you’ve filtered. Each row is one conversation, and the columns run in this order:

• Channel — an icon at the far left rather than a word, which keeps the row readable. Hover it and it names the channel: Phone, SMS, Chat, Web chat or Web call.
• Time — when it ended.
• Caller — the number that got in touch, where there was one.
• Duration — how long it lasted.
• Sentiment — how the caller came across. The cell is blank when the conversation wasn’t analysed; the conversation’s own panel says Not analysed.
• Outcomes — a chip for each of your outcomes this conversation reached. Arriving from an Analytics ring, this column is what shows why each row is here — and one conversation can carry several chips. The cell is empty when the conversation reached none of them, and on one that was never read back.
• Unanswered — a Question chip when the caller asked something your AI Receptionist couldn’t answer. A dash means the conversation wasn’t analysed.
• Tags — how the conversation was passed on, if it was: External transfer or Moneypenny Transfer. Potential Spam appears when the conversation was analysed and looked like spam or a wrong number rather than a real customer. A conversation your Receptionist handled itself with a real customer shows nothing here, and one conversation can carry more than one tag.
• AI Receptionist — which of your Receptionists handled it. A conversation keeps the name of the Receptionist that took it even after that Receptionist has been removed; a small crossed-out-person icon sits beside the name, and hovering it says “This AI Receptionist has been removed”, so you know why you can’t go and open it.

On a phone, each conversation is a card instead of a row: the channel icon, the time, the sentiment and any outcome, Question or tag chips on top, with the caller, the duration and the AI Receptionist underneath. Tap a card to open the conversation. To give the list room, the sidebar starts collapsed to icons on this page. Hover it to see the labels, or use the arrow on its edge to keep it open — your choice is remembered. The list shows 12 conversations at a time; once there’s more than one page, a Rows per page choice of 12, 25 or 50 appears with the pager underneath. The count above the list and the pages below it both describe what you’ve filtered to, so they follow every change you make to Filter. If nothing matches, the page says which kind of empty it is: No conversations in this period when nothing finished in the period, so step back with the arrows or widen the timeframe to a week or a month; No matching conversations in this period when it’s your filters, so untick one.

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Review a conversation

Click a row and the conversation opens in a panel on the right, headed with the day and time it ended. Beneath that are the caller (or No caller recorded), the channel written out in full, the duration and the AI Receptionist — carrying the same crossed-out-person icon if that Receptionist has since been removed — then the sentiment, the same handover chips the Tags column shows, a chip for each outcome the conversation reached, and — if the conversation was flagged as spam — a Spam / wrong number chip, which is what the list shows as Potential Spam. Below, in order:

• Couldn’t answer — comes first, and appears only when the caller asked something your Receptionist couldn’t answer. It quotes each question. When you see one, the fix is usually to add the answer to your Knowledge library.
• Summary — a short written summary of what the conversation was about and how it went. If the conversation has only just ended, a grey placeholder shows until the summary is ready, and the summary then appears by itself while the panel stays open. If it’s running late, the section says “This summary is taking longer than usual. It will appear here when it’s ready.” If there’s no summary to write, for example because the caller never said anything, the section says “No summary was written for this conversation.” On a phone call, a Listen to call card sits under the summary with the call’s recording — see Listen to a call recording.
• Why these outcomes — appears only when the conversation reached one, and gives each outcome the line from the conversation that convinced your Receptionist to tick it. That quote is how you check a figure you don’t believe: if what convinced your Receptionist isn’t what you had in mind, the fix is usually to reword the description so it says exactly where the boundary sits.
• Details collected — the information your Receptionist captured during the conversation — a caller’s name, their number, the reason they got in touch — as a simple field-and-value table.
• Transcript — the whole conversation, turn by turn, laid out like a chat: the caller’s words on the right, labelled Customer, and your Receptionist’s replies on the left, labelled Receptionist. This is the definitive record of what was actually said.

Every heading is a button. Click one to fold that section away and click it again to bring it back — the small chevron beside the heading points down while the section is open and right once it’s folded. Sections start open, so there’s nothing to unfold before you can read a conversation. Folding is for when you’ve finished with something long: fold the transcript and the rest of the panel fits on one screen. A section you’ve folded stays folded as you open other conversations, so a long transcript only needs folding once. Close the panel with the × in its corner to get back to the list.

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Listen to a call recording

Phone calls are recorded, so you can hear exactly how a call went, not just read it. Open a phone call from the list and the Listen to call card sits under the Summary, showing how long the call lasted and when it was recorded. It holds an audio player: play, pause, and move along the bar to jump to any point in the call. Everyone in your workspace can listen, whatever their role. Nobody outside your workspace can hear your calls except Moneypenny staff. To keep a copy, use your browser’s own player. In Chrome and Edge, open the player’s ⋮ menu and choose Download. In Firefox, right-click the player and choose Save Audio As. Not every browser offers this: Safari has neither option. Only phone calls are recorded. SMS, chats, web chats, and the calls and chats you have while testing an AI Receptionist have no recording, so their panel has no Listen to call card. On most calls, the recording runs a second or two longer than the duration shown at the top of the panel. When your Receptionist puts a caller through to one of your people or teams, or to Moneypenny receptionists, the duration stops when your Receptionist leaves the call, but the recording usually carries on until the caller and that person have both hung up, so it can be much longer. When there’s no player to show, the Listen to call card says why instead: