Manage contacts and customer stories

VoiceCraft automatically creates a contact record the first time a phone number calls one of your agents. Over time, it builds a picture of each caller: their call history, sentiment, and a synthesized customer story.

Open Contacts

In the sidebar, click Contacts. The page shows all callers your agents have spoken with.

Contact record

Click any contact row to open their detail page. You'll find:

• Name and phone number — populated from caller ID or from information the caller provided.

• Call count and total call duration — how many times they've called and how long in total.

• First called / last called — timestamps for the first and most recent call.

Customer story

Each contact has a Customer story section. After a call completes, the system reads the transcript and generates a plain-language summary of who this person is, what they've asked about, and any notable history. The story is updated after each new call.

If a contact has called multiple times, their story accumulates context from each call. The Recent Call Stories section below the main story shows a timeline of per-call summaries with topics tagged as badges.

Sentiment tracking

If a contact has at least two calls with stories, a sentiment chart appears. Each data point represents a call. An upward trend indicates improving caller experience. A downward trend may indicate recurring unresolved issues.

Tags

Use tags to categorize contacts. Click + Add tag in the Tags section to add a tag. Click the × on any existing tag to remove it. Tags are free-form text and are searchable from the Contacts list.

Preferences

The Preferences section stores communication preferences a caller has expressed during calls, such as preferred callback time or language preference.

What to expect

Contacts are created automatically; you do not need to import or create them manually. Customer stories appear after each call is processed, which typically happens within a few minutes of the call ending. Contacts with no calls in the last 90 days remain in the list indefinitely unless deleted.