> ## Documentation Index
> Fetch the complete documentation index at: https://docs.truagents.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls

> Understand the role of voice interactions in the TruAgents channel model.

## Summary

Calls bring the most conversational and timing-sensitive behavior into the TruAgents channel mix.

In the current app, calls also appear to have some dedicated operational surfaces today, but the long-term documentation story should still treat them as part of the broader communications model rather than as an isolated product.

## Who this is for

Teams planning how to use TruAgents across one or more communication channels.

## What makes calls distinct

* live conversational context matters more than static message structure
* call records may include recordings, transcripts, direction, and duration
* phone-number readiness and voice-provider setup are more operationally sensitive

## Current product hints

The current app suggests call workflows may involve:

* call lists and filtering
* transcript or recording context
* contact linkage
* draft and communications relationships in some flows

The product also appears to include dedicated call-search and call-analytics surfaces, which means calls are not only stored as raw communication rows.

## What makes call operations different

Calls behave differently from email and SMS because teams often care about:

* live timing
* missed versus completed outcomes
* duration
* recordings and transcripts
* search across conversation content after the call

Simple version: email and SMS are message-first; calls are conversation-first.

## What "call-ready" should mean

Before trusting a call workflow, the team should be able to explain:

* how phone infrastructure is configured
* whether the right contact phone data exists
* where to review call outcomes
* how transcripts or recordings will be used operationally

## Practical operating surfaces

The current app hints at three especially useful call surfaces:

* call lists for review and filtering
* call search for transcript or notes lookup
* call analytics for volume, direction, status, duration, and content availability

## Common mistakes

* treating calls like long SMS messages
* ignoring the role of transcript or recording context
* assuming a call outcome can be understood without contact or communications context
* overlooking phone-number readiness until after a workflow is already active

## How to think about calls in TruAgents

Calls should be seen as one more expression of the same customer-communications system, not as a separate product with a separate customer-history model.

## Related pages

* [Omnichannel communications](/channels/omnichannel-communications)
* [SMS settings](/admin/sms-settings)
* [Manage communications](/workflows/manage-communications)
* [Communications and threads](/concepts/communications-and-threads)