Missed Call Handling in Shape
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Missed Call Handling in Shape
Even when you are unavailable to answer a call, Shape provides multiple safeguards to ensure no opportunity is missed and follow-up always happens. This video walks through the tools, notifications, routing rules, and reporting features that keep missed calls organized and actionable.
Notification Settings for Missed Calls
Missed call notifications can be customized directly within your profile settings so you are alerted in the ways that matter most to you. These notifications ensure visibility and follow-up even when a call is not answered in real time.
You can enable notifications such as:
- Missed call alerts
- Email notifications
- Text notifications
- On-screen pop-ups
- Mobile app push notifications
You can also enable automatic contact record opening when answering inbound calls, allowing immediate access to notes, history, and record details without searching.
Inbound Call Routing Options
Inbound call routing rules allow calls to flow intelligently based on availability, ensuring callers still reach someone or receive assistance even if you are unavailable.
Routing options can include:
- Ringing the web phone first
- Forwarding to a personal cell phone
- Falling back to an AI agent if unanswered
If no one answers, the AI agent can engage the caller, gather information, and schedule an appointment for a later time when you are available.
Missed Call Status and Prioritization
Missed call settings allow you to automatically update record statuses when a call is missed. This ensures missed calls can be surfaced in prioritized views, making them easy to identify and follow up on quickly.
Phone Slide-Out and Call Reports
The phone slide-out provides quick access to missed calls, voicemails, and call activity. From these reports, users can immediately return calls or send texts without navigating away from their workflow.
The missed call report allows you to:
- View all missed calls in one place
- Call back directly from the report
- Send follow-up text messages
- Track response activity
Searching by Phone Number
If a call comes into a personal number or an unfamiliar line, you can use the global search bar to search by phone number. This allows you to quickly determine whether the caller already exists in the system and open their contact record for full context.
Contact Log and Communication History
Within each contact record, the contact log consolidates all communication history in one place, including calls, emails, texts, and voicemails. This ensures complete visibility into every interaction tied to the contact.
AI Insights for Call Review
When AI Insights are enabled, Shape can automatically score calls, generate summaries, flag compliance issues, and suggest next steps. This gives you actionable insights without requiring manual note-taking.
AI Insights include:
- Call score and performance rating
- Call summary and key takeaways
- Detailed call notes
- Compliance flags
- Recommended next steps
- Searchable call transcripts with jump-to-play functionality
Why This Video Matters
Missed calls do not have to mean missed opportunities. With notifications, routing rules, reporting, AI insights, and contact-level visibility, Shape ensures every inbound call can be followed up on quickly and intelligently, even when you are unavailable.
