What you receive after every call
As soon as a call ends, Sayelo sends you an email summary. It contains much more than an overview:
- the overview of the call, with the key points and the topics covered;
- the actions taken during the call: an appointment booked, an SMS sent, a transfer;
- the actions still to do, in other words what is waiting for you;
- the caller's sentiment: positive, neutral or negative;
- the full transcript of the conversation.
The recording is added if you have switched it on: it is never on by default, and it is included from the Essentiel plan upwards. You get a summary of every call, whatever the language of the call, and an SMS notification can also alert you.
Each element has its own use.
| Element | What it tells you | When to use it |
|---|---|---|
| Actions still to do | What you need to do | Always, first |
| Summary | Who, what, what outcome | To understand in a single read |
| Sentiment | The caller's state of mind | To decide the order of callbacks |
| Transcript | The exact words | To check a name, a number, a reference |
| Recording | Tone, hesitations | When in doubt, if it is switched on |
Reading the summary in the right order
Start at the end: the actions still to do. If that section is empty, the overview shows an appointment booked and the confirmation SMS has gone out, the call has been dealt with. You have nothing to do, and that is where the agent saves you time.
If an action is still open, read the overview next, for context, then the sentiment: a caller rated negative isn't called back in the same way as a neutral one. Finally, pick out the contact details and the exact reason for the call. At this point, you know whether the call needs a callback, and what kind.
When to open the transcript
The overview is a summary: it is selective. The transcript gives the exact words. Open it when:
- a detail matters: a spelled-out name, a case reference, an address, an amount;
- the overview seems ambiguous to you, or the caller raised several topics;
- you need to know exactly what was promised, word for word;
- the call took place in another language: the transcript stays true to the language spoken, and can be translated in one click.
The transcript is designed to faithfully capture the tricky cases: spelled-out names, numbers, codes, amounts. If the caller's line was poor, the call record flags it: in that case, have the figures confirmed when you call back. You can also search what was said: a keyword finds the call in which it was spoken, even without the caller's name.
When to listen to the recording
Text is quicker to read than a recording is to listen to. Keep listening for cases where tone matters: a worried, irritated or hesitant caller, a disputed point, an exchange you want to understand before calling back.
Recording is subject to rules. It is announced to the caller at the start of the call, and they can object to it; it is kept for a limited period that you set. Recordings are personal data: limit access to the people who need it. Our guide to call recording and the GDPR details the rules, and the security and GDPR page describes what Sayelo does. This guide is not legal advice.
The call history: putting the call in context
A single call doesn't tell the whole story. In Sayelo, “Activity” → “Calls” keeps the call history, and the “To do” filter gathers the calls that need follow-up (a message taken, a callback promised, a commitment made during the conversation) until someone deals with them.
Before calling back, check whether the same person has called several times: it is often a sign of urgency or impatience. Also check whether they have already been promised a callback. For its part, the agent recognises known callers and picks up the history of their recent calls. The call history and follow-up page presents these tools.
Deciding who to call back first
A callback list is worked through in order of priority, not in order of arrival.
| Priority | Situation | Why |
|---|---|---|
| 1 | An emergency that wasn't transferred, or a callback promised at a specific time | A commitment has been made on your behalf |
| 2 | Unhappy caller, complaint | Waiting makes things worse |
| 3 | New customer, quote request | They may call a competitor in the meantime |
| 4 | Existing customer, follow-up question | They know your response times |
| No callback | Appointment booked, question answered | The agent has already dealt with the request |
At a garage, the customer who needs their car this evening comes before the one asking for a quote for next month. For an architect, a request for a first appointment about a project needs a quick callback: it is a client who is comparing.
Preparing the callback
A good callback comes down to a few steps.
- Reread the overview and the actions still to do, just before dialling the number.
- Open the customer's file: their record, their quotes, their latest appointments. If your calls go into your CRM, everything is in one place; our guide to connecting to a CRM explains how.
- Prepare your answer: the slots to offer, the figure to give, the question to ask.
- Start with the context: “Hello Mrs Martin, you called yesterday evening about your quote, I'm calling you back as agreed.” The customer has nothing to repeat.
- Stay consistent with what the agent said: a slot offered, a timeframe announced, a piece of information given.
- After the callback, mark it as followed up, so that the call doesn't stay among the calls that need action.
Calling back with your agent's number
With Sayelo, the callback can start from the call record: “Call back” places the call from your computer or your phone, in the browser, using the device's microphone. Your customer sees your agent's number: your Sayelo number, or your own number if you have ported it to Sayelo (in France). If they call you back later on that number, your agent answers. You do the talking, not the AI: the call is neither recorded nor transcribed, but you can add a “Note” to it. Outbound calls are first activated in the app, and the Sayelo team approves your line before it goes live; they go to French landlines and mobiles, as outbound calls are only available in France for now (coming soon in your country).
If the same question comes up in several callbacks, it is a question the agent should be able to handle. Write the answer once: it knows it from the very next call, and that callback disappears from your list.
What changes compared with voicemail
A voicemail message is often incomplete: a name mumbled, a number dictated too fast, no reason given. You call back blind. The summary, on the other hand, is written, structured, and comes with the transcript. Our AI voice agent vs voicemail comparison details the difference.
Its quality depends on the questions asked during the call: an agent that asks for the reason, the urgency and the caller's availability produces a summary that makes the callback easy. Our guide to qualifying incoming calls helps you write these questions. The plans, and what they include, are on the pricing page.
