Find a call in the Call log, read how it ended, and open its recording or transcript.
Who can do this: any rep, for their own calls. The Caller filter, which lets you look at someone else's calls, is owners and managers only.
Find a call
Open Call log in the sidebar. You can also open a lead and scroll to Previous calls, then select View all Calls to jump here filtered to that lead.
Narrow the list with the filters, and set the Time frame in the page header.
1 is the Lead filter. 2 opens the rest, including Status, Direction, and Caller. 3 is the Time frame preset in the header.
Filter | Options | Notes |
Lead | Any lead | Type to search. |
Status | Answered, No answer, Voicemail | See the caveat below. |
Direction | Inbound, Outbound | |
Caller | Each member | Owners and managers only. |
Call type | Cold, Warm | Only appears once your organization has an integration connected. Defaults to Cold. |
The Voicemail filter is broader than it sounds. It catches every outbound call that was answered by something other than a person, which includes silent pickups and fax machines, not only voicemail. If you are counting voicemails, this number will run slightly high.
There is no free-text search, so you cannot find a call by typing a phone number or a word from a note. Filter by lead instead.
Read the call
Select anywhere on a row to open Call details. Selecting the lead name opens the lead instead, which catches people out.
The panel opens on Duration, Direction, Date, and Answer type, with the status badge in the header.
Below those you get Call notes, which you can edit and save with Update note, and a Lead section linking back to the record.
Answer type is the field people ask about most. It is what Lead Hero concluded about who or what picked up.
Answer type | What it means |
Human, Human Business, Human Residence | A person answered. |
Machine | Voicemail or an answering machine. |
Silence | The line opened but nothing was heard. |
Fax Detected | A fax machine answered. |
Not Sure | The analysis did not reach a confident answer. |
Recordings and transcripts
Both live in the Call details panel. Recording plays inline and offers Download recording. Transcription shows the transcript, with TXT and JSON downloads and a fullscreen view.
Two things to know before you rely on a transcript:
Speaker labels are inferred. Lead Hero assumes the first voice it hears is the rep, and labels lines You or with the lead's name on that basis. When the lead speaks first, the labels are swapped for the whole call. Read the content, not the label, when it matters.
Each line carries a confidence percentage. Low-confidence lines are the ones to check against the recording before quoting them to anyone.
If nothing is there, the wording tells you which problem you have:
What you see | What it means |
No transcription available for this call. | Normal. Either the call was not transcribed, or it is still processing. |
Transcription missing | The call was never eligible for transcription. Reloading will not help. |
A recording or transcript can take a few minutes to appear after a call ends. Reload the Call log and reopen the call. There is no retry button, and there is no way to request a transcript for a call that did not get one.
Turn transcription on or off
Owners and managers only. The control is Automatically transcribe calls, in Settings > General > Communication. It is on by default.
Transcription is billed per minute on the exact call duration, with no rounding up. The rate is shown next to the checkbox.
Turning it off stops new calls being transcribed. Transcripts you already have are unaffected.
Before you report something missing
Check all three, in this order. Each one is a more common cause than a genuine fault:
You are in the right organization.
You are in the right workspace. This is the usual answer.
The Time frame covers the call.
Responsible use
Your organization is responsible for the recording, notice, consent, retention, and access rules that apply to its calls. Lead Hero does not make those decisions for you.
When to contact support
Get in touch if a call, recording, or transcript is genuinely missing after the checks above. Include the call ID, roughly when it happened, the caller, the organization and workspace, and whether it affects one call or many.
Next steps
Make calls with manual and power dialing: where these records come from
Troubleshoot call audio and answer detection: when Answer type looks wrong
Read the analytics dashboard: the same calls, counted rather than listed
Schedule callbacks and manage redials: booking the follow-up