1. Searching and Filtering Logs
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.
2. 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
Call Log Overview
Column | Description |
Selection Box | Select individual or multiple call entries for bulk actions. |
Date & Time | Timestamp of the call and total call duration (e.g., |
Caller | The caller's phone number or identified contact name. |
Summary & Urgency | Displays an AI-generated conversation recap along with priority and quality indicators:
|
Actions | Direct operational buttons for follow-up. |
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.
3. Reviewing Call Details & Transcripts
Clicking on any call entry from your Joy Receptionist dashboard opens the Call Details view, providing a comprehensive breakdown of the interaction, audio playback, automated transcriptions, and AI performance analysis.
Header & Metadata
Caller Info & Timestamp: Displays the caller's phone number, call direction (Inbound/Outbound), and exact date and time.
Call Tags: Quick-reference badges highlighting the conversation category (e.g., General Question), resolution status (Successful), and overall caller sentiment (Neutral, Positive, or Negative).
Feedback: Use the thumbs-up or thumbs-down icons in the top right to submit internal quality feedback on the AI’s handling of the interaction.
Call Breakdown Sections
Section | Description |
Summary | A concise, AI-generated overview describing the caller's intent, clarifications made during the call, and the final resolution. |
Recording & Transcript | Listen to full call audio using the Play button or download the audio file via the Download icon. Follow along with the turn-by-turn chat transcript between Joy and the caller. |
Actions Taken | Displays automated workflows triggered during the call, such as call transfers ( |
Analysis | AI evaluation metrics measuring call quality, including:
|
Topic | Categorizes the call under specific subject tags (e.g., General Question, Dining, Maintenance) for streamlined reporting and trend analysis. |
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. |
4. Common Questions
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.