In two lines: call with the Call button on any contact, or from CRM > Phones, and the call logs itself in the history —outcome and duration— even if nobody picks up. The notes and the outcome you fill in from the phone, during the call or in the summary that appears when you hang up.

What gets logged for each call?

When the call ends, MB Suite writes a call activity on its own and drops it into the person's history and into every open deal of that person (plus their active prospects, if any). Nobody has to remember to log it: the entry is already there when you let go of the mouse, and it shows up in the timeline without refreshing the page.

The title: Outbound call to +54 9 11 6834-2300 or Inbound call from Marina López (the name shows when the number matches a contact).
The outcome: Connected, No answer, Voicemail, Busy or Wrong number.
The exact duration (0:26, not "1 min").
Who made the call and how long ago.
Your notes, if you wrote any.
A Recording link when that line records, and View call when it doesn't — both open the call's detail view.

Calls that go unanswered get logged too. A pipeline where you can see "three attempts, nobody picked up" is worth more than one where only the successful calls left a trace.

Notes and outcome: during the call or right after

On the in-call screen, the control row has three buttons: Mute, Keypad and Notes. Notes opens a pad with the Call outcome pills underneath —Sale, Follow-up, Voicemail, No answer, Wrong number and Other—. Everything saves on its own as you type, onto that same activity: saving twice never duplicates the entry.

When you hang up, the phone shows the call summary for a few seconds —duration, the same pills and the same pad—: it's the last chance to leave the context without switching screens. Done closes it and View in CRM takes you to the linked record. If another call comes in, the summary saves and closes on its own, so it never blocks the phone.

Above the pad, a chip tells you where what you write is going: Deal, Contact or Not linked. If it says Not linked, tap it to link the call before you keep typing. The outcome you pick replaces the automatic one — if the system logged Connected and you mark Wrong number, the history shows what really happened.

On a big screen it's the same story: in CRM > Phones the call panel next to the phone shows the same context chip, the same pad and the same pills, and writes to the same activity. To take notes you need edit permission on Phones; with read-only access you can see the history but not write on it.

A call from a number that isn't in the CRM

If the number doesn't match any person, company or prospect of your CRM, the call creates nothing: no contact, no activity. It stays in the Phones history and that's it — an activity with nobody attached wouldn't show up in any timeline anyway.

In CRM > Phones, open the call from the Activity list.
Use Link to contact and search the person by name, email or phone.
Optionally pick one of their open deals, and confirm with Link.

The activity is created right then, with the notes you had already written, and it lands in the history as if it had been linked from the start.

How do I record the calls of a line?

Recording is off by default, and it's turned on per line — not for the whole account. That way a line used for support can record while a line used for internal calls doesn't.

Go to CRM > Settings > Lines.
In the line's menu, choose Configure line.
In the Record calls block, turn the switch on and confirm with Save.

From then on, both incoming and outgoing calls on that line are recorded. The lines table shows a REC badge so you can tell at a glance which ones are recording. Recording has a per-minute cost plus storage, charged to your prepaid balance — the current figure is shown in that same block.

Recordings are played from each call's detail view, not inside the history: the timeline entry shows Recording, and that link opens the detail with the player, the legs and the cost. One canonical player, one single place where the audio lives.

Recording a call may require notifying the other party: in several countries the consent of both parties is mandatory, and recording without it can be unlawful. Before turning it on, check what the law requires where you operate, tell your team, and add the notice to your greeting if you need to. How those recordings —and the personal data they contain— are handled is governed by the Terms and Conditions.

Are calls transcribed?

No. Only voicemail messages are transcribed: when nobody answers and the call falls to voicemail, the message is recorded and automatically transcribed, and that transcript shows up inside the CRM activity, collapsed to three lines with a Show more link. Answered calls are not transcribed — what you get is the recording (if that line records) and your notes.

Finding an old call

In CRM > Phones, the Activity list has a search box: type a number, the contact's name or part of an SMS and the list filters instantly over the records already loaded. If what you're after is older, the Search full history button appears and the matches arrive under the From full history separator. Search combines with the All / Calls / SMS / Voicemail pills.

Next step: with calls landing on their own, the whole record fills itself in each Manage a deal: history, activities and agenda. To connect the rest of your channels, see Centralize WhatsApp, email and calls in the CRM. To know what the balance covers and who pays for the lines, see Phones balance and lines: who pays for what.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.

Call from the CRM: every call logs itself