Learn how to track calls, monitor call metrics, and enable call recording in the HoopAI Platform to improve your sales process and team training.
Call recording and tracking gives you valuable insight into every customer interaction. By analyzing call data, you can identify areas of improvement, track your sales team’s performance, and increase conversion rates. Call recordings also serve as a powerful training tool for new team members.
The Call Tracking & Recording lesson in the HoopAI Academy
64% of inbound calls to small businesses go unanswered daily. Call tracking tells you exactly how many calls you are missing, who is answering them, and how long conversations last. With recording enabled, you get a library of real conversations for training, quality control, and continuous improvement.
Go to Settings > Phone Numbers and click on the phone number you want to configure.
Accessing phone number settings to enable call recording
2
Enable call recording
In the phone number settings, toggle Call Recording to on. All inbound and outbound calls made through this number will be recorded automatically going forward.
Recording laws vary by state and country. Some jurisdictions require all parties be notified before a call is recorded. Review the applicable laws in your location before enabling this feature.
3
Enable whisper messages (optional)
A whisper message plays to you before connecting an incoming forwarded call — the caller cannot hear it. It tells you the source of the call so you can answer with the right context.Toggle Whisper Message on and enter the message text you want to hear before each call connects.
Configuring whisper messages to identify call source before connecting
4
View call reporting
Go to Reporting > Call Reporting to view a full log of all calls:
Total calls answered, missed, and sent to voicemail
Average call duration
Which team member handled each call
The phone number used for each call
The Call Reporting dashboard in the HoopAI Platform
5
Review call recordings
In the Conversations area or the Call Log, click on any logged call to access its recording. Listen back to review the conversation for quality assurance or team training.
6
Follow up on missed calls
Enable the Missed Call Text Back feature under Settings > Business Info to automatically send a text message when a call goes unanswered. This ensures no lead is ever lost due to a missed call.
Pair the missed call text back with a workflow that collects additional information or books an appointment automatically.
Call tracking logs all incoming and outgoing calls with details including the contact, phone number used, assigned team member, call duration, and outcome (answered, missed, or voicemail).
Using whisper messages
Whisper messages play only to you before a forwarded call connects — the caller never hears them. Use them to identify which campaign or number the caller came from so you can greet them appropriately.
Call recording compliance
Recording laws vary by state and country. Some jurisdictions require that all parties be notified before a call is recorded. Review the applicable laws for your location before enabling this feature.
Using recordings for team training
Call recordings are an excellent resource for coaching your sales team. Identify winning techniques from top performers and use real recorded examples in onboarding materials for new hires.
