1. Overview & Activity Metrics
At the top of the page, three summary cards display activity breakdowns across Last Hour, Last 24 Hours, and Last 7 Days.
Each timeframe tracks five core communication and action types:
Calls: The total number of inbound phone calls answered by the AI Receptionist.
Transfers: Calls that were escalated or transferred live to property staff or an on-call team member.
Emails: Automated email notifications or summary follow-ups dispatched by the system.
SMS: Text messages sent to or received from residents during or after phone interactions.
Tickets: Maintenance requests or support tickets created directly from call logs.
2. Searching and Filtering Logs
Below the metrics bar, you can search, filter, and audit interactions:
Search Bar: Search for specific logs using a resident’s name, room number, or phone number (Note: searches apply to the currently loaded page).
Timeframe Filter: Adjust the log view window (e.g., Last 30 Days).
Urgency Filter: Categorize and filter entries based on priority (e.g., low vs. high).
Show Resolved Checkbox: Toggle this on or off to view entries that are resolved or open.
4. Managing Interaction Logs & Resident Requests
The interaction table directly below the search filters gives Enterprise Managers complete visibility into every call, message, or inquiry handled by the AI Receptionist.
Understanding Table Columns
Column Name | Description |
| Select individual entries to perform bulk actions (e.g., bulk resolving). |
| Index reference number for tracking rows on the current page. |
Date & Time | Timestamp indicating when the call or interaction occurred (sorted chronologically by default). |
Resident (Room) | Displays identified resident name, room details, and the associated phone number with call direction arrows (incoming/outgoing). |
Urgency | Priority indicators assigned by the AI based on conversation context (e.g., Low, Medium, High, Very High, or N/A). |
Summary | AI-generated recap summarizing the caller’s request and the agent's automated response. |
Action Taken | Logs any background system actions triggered after the call (e.g., ticket created, transfer initiated). |
Feedback | Displays negative or positive feedback captured from the reviewing staff. |
Actions | Quick-action buttons to resolve or E-mail the entry to other staff members. |
Quick Actions Toolbar
Enterprise Managers can take immediate action on any interaction log using the dedicated controls in the Actions column:
Resolve (
✓ RESOLVE): Click to mark an interaction entry as completed.Forward Call (
✉ EMAIL): Opens the Forward Call modal, allowing you to quickly share the call summary, recording, and full transcript with co-workers or relevant team members via email.
5. Viewing Call Details
Clicking anywhere on an interaction log entry opens the Call Details modal, offering an in-depth view of the call, automated workflow triggers, and transcripts.
Header & Feedback
At the top of the modal, you'll find core metadata:
Call Summary Line: Displays direction (e.g., Inbound/Outbound), caller identity/room status (e.g., Unknown), and the exact timestamp of the call.
Provide Feedback: Administrators can submit immediate feedback on AI performance using the Thumbs Up (👍) or Thumbs Down (👎) buttons to ONSCREEN.
Navigation Tabs
The Call Details modal is split into three detailed tabs:
Actions Taken
Displays automated steps and background triggers executed during or after the call:
Intent: Categorizes the primary objective identified by the AI (e.g., Other, Maintenance Request, Event Inquiry).
Key Information: Summarizes crucial metadata captured, such as caller phone number or location context.
Actions Taken History: Shows sent notifications, automated SMS follow-ups, or tickets generated (including delivery status like
Sent).
Edit Call Details
Allows Administrators to manually adjust resident name and room number. It also provides the opportunity to adjust the urgency and summary of the call detail.
Transcript
Provides the complete, turn-by-turn text conversation log between the caller and the AI Receptionist. We also provide an option to download or play the recording of the call.
6. AI Receptionist Settings Menu
Administrators can configure and manage global settings for the AI Receptionist by clicking the ⚙️SETTINGS dropdown in the top-right corner of the dashboard header.
Available Settings Options
Option | Description |
AI Receptionist Settings | Configure core operational behavior—manage transfer phone numbers, update the system prompt/persona, and other useful tools. |
Post-Call Analysis Settings | Customize the underlying AI prompts and message templates used to summarize calls, determine urgency levels, and generate follow-up communications. |
Feedback Manager | Access centralized feedback to review, track, and manage thumbs-up/thumbs-down ratings reported by staff members to ONSCREEN. |
7. Common Questions
How frequently do the activity metrics update?
The summary cards (Calls, Transfers, Emails, SMS, Tickets) update in real-time as interactions are processed by the system.
Why are some calls listed under "Unknown" for the Resident name?
If a caller is using an unlisted number or is not yet registered in the property database, the system will mark them as Unknown. You can manually add a name to the caller via clicking the entry and going to Edit Call Details.
How does the AI determine the Urgency level of a call?
The AI evaluates the conversation context and keywords (e.g., active water leaks vs. general office hours inquiries) to automatically categorize urgency as Low, Medium, High, or Emergency. You can adjust the evaluation logic in SETTINGS ⚙️ > Post-Call Analysis Settings.
What happens when I click "Resolve"?
Marking a log entry as Resolved (✓ RESOLVE) archives the open item. Resolved entries are hidden from the primary view by default unless you check the Show Resolved filter box below the metrics bar.
Can I email a call transcript and recording to external staff?
Yes. Click the Forward Call (✉ EMAIL) button in the Actions column for any entry. This opens a modal where you can specify recipients and include the call summary, transcript, and recording link.
How do staff feedback ratings affect the system?
Submitting a Thumbs Up (👍) or Thumbs Down (👎) in the Call Details modal logs performance data to the Feedback Manager. Administrators use this aggregated feedback to refine system prompts and improve response accuracy over time.