The Calls tab is your clinic's company-wide call log inside the Engage inbox. This article explains how to open the log, read each entry, spot missed calls, view a call's details, and put a name to an unknown number.
Opening the Calls Tab
At the top of the conversation list you will find a toggle with two tabs: Chats and Calls. Click Calls to switch from your message conversations to the call log. The badge next to Calls shows the total number of calls recorded for your clinic, and the filter strip above the list shows a single All segment with the same total.
Every call your team places or receives appears here — for the whole clinic, not just your own calls.
Reading the Call Log
Each row shows the caller's photo or initials with a small colored phone badge: green for incoming calls, blue for outgoing calls, and red for missed calls. Next to the avatar you will see the caller's name (or their phone number if Engage doesn't recognize it), a timestamp (the time for today's calls, then Yesterday, the weekday, or the date for older calls), and a preview line reading Incoming call, Outgoing call, Voicemail, or Missed call in red — with the call's duration when it was completed, for example "3m 12s".
Calls appear in the list the moment they start. A live row shows its current status — Ringing…, Calling…, or In progress — and updates automatically when the call ends. Live rows can't be opened until the call finishes.
If your clinic hasn't made or received any calls yet, the tab shows No calls yet with the message "Inbound and outbound calls will appear here."
NOTE: A Voicemail row plays the message the caller left. We suggest reading our How to Use Voicemail in Engage article to learn about the dedicated Voicemail inbox.
Missed Calls and the New-Missed Badge
While you are on the Chats tab, a red badge appears on the Calls tab showing how many new missed calls your clinic has. Opening the Calls tab clears the badge.
NOTE: The badge tracks missed calls per browser, so it can show different counts on different computers.
Viewing a Call's Details
Before you select anything, the right pane shows Select a call with the hint "Pick a call from the list to see details and play the recording."
Click any completed call to open it. If the caller also has a message conversation, Engage opens that conversation with the call shown in place among the messages; if not, a standalone call detail pane opens instead. Either way you can play the recording, log an outcome, and add notes — we suggest reading our Call Recordings, Transcripts, Outcomes and Notes in Engage article for a full guide to those features.
Putting a Name to an Unknown Number
Engage automatically names a call when its number matches exactly one client in Pabau. Numbers that match no one — or more than one person — stay as plain numbers until you link them yourself.
To do this, open the call and click Link to client in the header. A dialog titled Link caller to a client opens, with the subtitle "Name this number across the whole call history". From here you can:
- Click Link next to a suggestion under Matches this number.
- Search under Link an existing client using the Search by name, phone, or card ID… field, then click Link on the right person.
- Create someone new: choose Lead ("Prospect / enquiry") or Client ("Patient record"), fill in First name and Last name, then click Create lead or Create client.
IMPORTANT: Links apply to the number, not to a single call — every past and future call from that number is renamed at once. If the number is already linked, the dialog warns you that linking again replaces the existing link.
Refreshing and Loading More Calls
The log loads your most recent calls first. Scroll to the bottom and click Load more to fetch older calls, or click the refresh icon (Refresh) at the top of the list to reload it. New calls also appear on their own as they happen. If the list can't load, you will see Couldn't load calls — click Refresh to try again.
TIP: Calls also appear in the Chats tab, woven into the "All conversations" list with a green phone badge. To see only calls there, select Calls under CHANNELS in the navigation rail. Note that selecting a rail filter while you are on the Calls tab switches you back to the Chats tab.
We suggest reading our How to Make and Receive Calls in Engage article for placing and answering the calls that fill this log.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.