> For the complete documentation index, see [llms.txt](https://docs.rubica.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rubica.au/integrations/zoom-phone.md). # Zoom Phone Every call made or received on Zoom Phone is logged in rubica automatically. Recorded calls also come with a full transcript. Calls are matched to the right client wherever possible, so a client's calls sit on their timeline alongside emails, file notes and meetings. This guide covers where to find your calls, how to link the ones that couldn't be matched, and how to use **Get actions from call** to turn a conversation into tasks, emails, forms and updates. {% hint style="info" %} Screenshots use made-up client and staff names. {% endhint %} ## Where to find your calls Go to **Home → Calls**. The Phone Calls workspace has four tabs: | Tab | What it's for | | -------------------- | ------------------------------------------------------------------------------------------ | | **All calls** | Every logged call, newest first | | **Unlinked** | Calls that couldn't be matched to a client automatically, waiting for someone to link them | | **Dashboard** | Call volumes, talk time, recording and matching rates across the practice | | **Excluded numbers** | Numbers you never want in the Unlinked queue (diallers, couriers, spam) |

The Phone Calls workspace, with a recorded call open

The workspace has three panes: * **Left:** the call list. Search by number or name, or filter by result (Connected, Voicemail, Missed, Internal), team member, client, date range, **My calls** or **Transcript** (recorded calls only). * **Middle:** the call journey and transcript. * **Call journey** shows how the call ran: ringing, who answered and for how long. Press **Play** to listen to the recording. * **Transcript** shows the full conversation. Click any line to play the recording from that point, or click a speaker's name to correct it. * **Right:** the call details. This shows the number, direction, team member, duration, result, whether it was recorded, and the person and household it's linked to. ## Linking unlinked calls Most calls are matched to a client automatically from the phone number. Calls from numbers rubica doesn't recognise go to the **Unlinked** tab.

An unlinked call with the linking options on the right

1. Open **Unlinked** and select a call. If the call was recorded, read the transcript to work out who it was. 2. On the right, pick from the suggestions, or use **Or search everything** to find the person, household, entity or institution. 3. Press **Link**. You can also: * link every other unlinked call from the same number in one go (the list shows "13 more unlinked from this number" and so on); * save the number against the person, so their next call matches automatically. The other options: * **Dismiss:** the call doesn't belong to anyone (e.g. a wrong number). It leaves the queue and stays in the call log. * **Exclude number:** you never want calls from this number in the queue. Future calls are still logged, they just skip the Unlinked tab. * **+ New institution:** the caller is a provider or other organisation that isn't in rubica yet. ### Fixing a call linked to the wrong client Open the call from **All calls** and press **Remap call** under Call details, then link it to the right person or household. ## Excluded numbers **Excluded numbers** lists every number you've excluded and why. Deactivate a rule to let that number's calls come back into the Unlinked queue. Rules are never deleted, so there's always a record of what was excluded.

## Calls dashboard **Dashboard → Overview** shows calls logged, talk time, the share of calls recorded and matched to a client, and how many are waiting to be linked. **Where the time goes** ranks talk time by household, person or institution. Use the date buttons and the team member dropdown to narrow it down. **Team** breaks the same figures down by staff member.

## Get actions from call (AI) **Get actions from call** reads the full transcript of a recorded call and suggests what to update in rubica: follow-up tasks, a workflow to start, an email to the client, a form to send, new contact details, and changes to assets, liabilities, income, expenses or goals. Nothing is saved until you press **Apply**, and only the items you tick are applied. Emails and forms are never sent automatically: they open in the email composer or the form request window for you to review and send. {% hint style="warning" %} The button only appears on **recorded** calls (no recording means no transcript), and the call must be **linked to a client**. Suggestions are made for that client's household. {% endhint %} ### 1. Start it Open a recorded call and press **Get actions from call** under **AI actions** on the right. To steer the AI first, press **Add instructions**, e.g. "Focus on the loan, ignore the insurance chat". A window opens while the call is read. This usually takes 15–30 seconds.

### 2. Review the suggestions Suggestions are grouped by type. Each one is a single line: the title, then a short summary such as who it's assigned to, when it's due, or who it's for.

* **Tick** the ones you want applied and untick the rest. * **What happened** on the right is a short summary of the call. * **Money & goals** shows the assets & liabilities, income & expenses and goals checks. They run automatically on every call, and their suggestions appear in the list as they finish. * An amber note (e.g. "Already running") flags something that may be a duplicate. It starts unticked. ### 3. Check and edit the details Press the arrow on the right of any row to open it. **Tasks:** edit the subject, details, due date, who it's assigned to and the priority. **From the call** shows the words in the transcript the suggestion came from.

**Assets, liabilities, income, expenses and goals:** fill in or correct the figures before applying, e.g. a loan balance, interest rate, repayment and frequency, or an income amount and frequency. When a suggestion updates something already in rubica, the current figure is shown under the box.

### 4. Send the email If someone promised on the call to email the client, the AI drafts **one** email covering everything that was promised. Press **Open composer** to open it in the usual email composer, where you can check recipients, add attachments, review and send. Press **← Back to actions** to return to the list. No email suggested? Use **Email the client** on the right to start one addressed to the household.

### 5. Send a form If a form or a set of documents was promised (an ID verification form, a fact find, a list of statements), it shows under **Forms to send**. Press **Open form request**. This opens the usual form request window, so you can choose: * **From a template:** one of the firm's form templates. * **Just for this client:** a form built for this request only.

If you choose **Just for this client**, the box is already filled in from the call: what was discussed and what's needed. Edit it if you like, then press **Turn this into a form** and carry on as normal. The right people are already ticked under "who is this for".

### 6. Apply Press **Apply** at the bottom. Ticked tasks are created, workflows started, contact details added and figures updated. A summary lists everything that was done, with links to the new records. Not ready yet? Close the window. Your suggestions are kept, and the button changes to **Review 5 suggestions** (with the number of suggestions waiting), so you can come back to them. **Discard suggestions** clears them.

## Good to know * **Only recorded calls have a transcript.** Unrecorded calls are still logged with their details, but there's nothing for the AI to read. * **Transcripts are automated** and can mishear names and numbers. Check contact details and figures before applying. * **One email per call.** Everything promised goes into a single draft, rather than several emails. * **Each run is recorded.** The AI actions section shows when actions were last applied and by whom.