The whole call, including the handoff

Until now, a call's record stopped the moment Avery put the caller through. What your attorney and the caller actually agreed on lived only in someone's memory. Now the record covers the whole call, and the details that matter for a case are pulled out for you.

What changed#

Full call records. When Avery connects a caller to someone at your firm, the transcript now has three parts: Avery's intake with the caller, her briefing to your team member before connecting, and the conversation between your team member and the caller. The call drawer in your dashboard shows the whole call, marks the moment it connected, and adds a Conversation with card: a short summary of that conversation, what was confirmed and the next steps.

Structured details on every call. A new Details block in the call drawer, and the same lines in your alert email, list what a case file needs:

• claim, policy, case and police report numbers, as the caller gave them
• who the call was about, such as the client an adjuster was calling about
• the caller's company
• the best time to call them back

Those numbers are searchable too. If you've connected Claude or ChatGPT, you can ask it for every call about a claim number, and your developer can do the same through the API.

Why it matters#

Picture an adjuster calling about a client's claim. Avery takes the client's name and claim number and puts the adjuster through to the paralegal on the file. The two of them agree on a medical records deadline and a callback on Friday.

Before, the record ended at "transferred to the paralegal." Now the call drawer shows that conversation, a summary that says "records requested by Friday," and the claim number in the Details block. When the same adjuster calls again next month, anyone at the firm can find every call about that claim in seconds.

How to turn it on#

Full call records are on by default for new calls. Your firm's owner can turn them off under Account & security, in the Full call records card, if you'd rather these conversations weren't transcribed.

The same card has a second switch, off until you turn it on, that adds the conversation summary to your call email and Slack alert. Structured details need no setting: they appear on every call from today.

Update, October 8: two accuracy improvements. When a caller says the number they're calling from isn't the best one and gives another, the call shows the number they gave, extension included. And incident dates read the way the caller said them: "last Saturday" becomes the actual date, and a date without a year says so instead of guessing one.