Skip to main content
Every phone call your dealership makes or receives through Dealer Funnel is automatically logged, time-stamped, and linked to the appropriate lead record. The Call Log gives managers and agents a complete, searchable history of all voice activity — including call recordings — without requiring a separate phone system report or manual entry. Use it for agent coaching, compliance review, dispute resolution, and performance tracking.

​
Accessing the Call Log

To open the Call Log, navigate to Conversations in the left-hand navigation menu, then click Call Log in the sub-navigation. The log loads with all recent calls shown in reverse chronological order by default.

​
What the Call Log Shows

Each row in the call log represents a single call and displays the following information at a glance:

​
Playing a Call Recording

1

Find the call in the log

Use the date filter or scroll through the log to locate the call you want to review.
2

Click the play button

In the Recording column, click the play button (triangle icon). An audio player appears inline — you don’t need to download anything to listen.
3

Use playback controls

The inline player includes a progress bar, a current-time display, and a playback speed control. Adjust the speed to 1.5x or 2x to review long calls more efficiently during coaching sessions.
Call recordings are subject to state and federal recording consent laws. Many states require all-party consent, meaning every person on the call must be notified that the call is being recorded. Dealer Funnel plays a configurable disclosure message at the start of calls, but it is your dealership’s responsibility to ensure your recording practices comply with applicable laws in your jurisdiction. Consult your legal counsel if you are unsure of your obligations.

​
Downloading a Recording

If you need to save a recording for an external review, a compliance audit, or a training library, download it directly from the call log.
1

Locate the call

Find the call whose recording you want to download.
2

Click the download icon

In the Recording column, click the download icon (arrow pointing downward). Your browser will prompt you to save the audio file. Recordings are delivered as MP3 files.
3

Save the file

Choose a save location on your device and click Save. The file name includes the date, time, and lead name for easy organization.

​
Filtering the Call Log

The call log can surface hundreds or thousands of entries for a busy store. Use filters to narrow the view to exactly the calls you need.
Click the Date Range filter and select a preset (Today, Yesterday, Last 7 Days, Last 30 Days, This Month) or enter a custom start and end date. The log immediately updates to show only calls within that window.
Select one or more agents from the Agent dropdown to see only calls handled by those team members. Use this during one-on-ones or performance reviews to pull up a specific agent’s call history quickly.
Filter by Inbound, Outbound, or show all calls. Filtering by inbound calls is useful for reviewing how your team handles incoming inquiries; filtering by outbound shows your team’s proactive outreach volume.

​
Making a Call from Within a Conversation

You don’t need to leave the conversation thread to make a phone call. Dealer Funnel includes a built-in browser softphone so your agents can call leads directly from the platform — no external dial pad or desk phone required.
1

Open the conversation

Navigate to the conversation for the lead you want to call.
2

Click the phone icon

In the message composer area, click the phone icon. The in-browser softphone panel opens.
3

Confirm the number

The softphone pre-populates the lead’s primary phone number. If the lead has multiple numbers on file, use the dropdown to select the correct one.
4

Click Call

Click Call to initiate the connection. The call connects through your browser. Make sure your computer’s microphone is enabled and your audio output is set correctly before your first call.

​
The Softphone UI

Once a call is connected, the softphone panel gives you full control of the call without leaving Dealer Funnel.
Use the Hold feature rather than muting when you need to step away from the conversation. Hold plays music or a recorded message on the lead’s end, which is more professional than dead air that can confuse or alarm the caller.

​
AI Call Summaries

If AI call summaries are enabled on your account, Dealer Funnel automatically generates a written summary of each call and posts it directly into the conversation thread a few minutes after the call ends. The summary includes:
  • Key topics discussed — vehicle of interest, trade-in discussion, pricing questions, objections raised
  • Outcome — whether an appointment was set, the lead requested a callback, or the call was inconclusive
  • Suggested next step — a recommended follow-up action based on the call content
AI call summaries save agents from writing manual call notes and give any team member who reads the thread instant context on what was discussed — even if they weren’t on the call.
AI call summaries are generated from the call recording transcript and are not a verbatim record of the conversation. Review the summary for accuracy and add manual notes to the lead record if any details are missing or need correction. AI summaries are not a substitute for the actual call recording in legal or compliance contexts.

​
Using the Call Log for Coaching

The call log is one of the most effective tools a BDC manager has for agent development. Here are a few practical ways to put it to work:
Set aside time each week to listen to two or three calls per agent. Filter by agent and date range, then play back calls where the duration was very short (possible missed opportunity) or very long (complex deal that may need process feedback). Leave notes in the lead’s conversation thread if follow-up is needed.
Filter the log to Inbound calls and scan for calls with a 0:00 duration. These are calls that rang but were not answered. Cross-reference with your staffing schedule to identify coverage gaps.
Pull recordings of your top-performing agents handling common scenarios — first contact, appointment push-back, trade-in objections — and use them as training material for new hires. Actual calls from your store are more relevant than generic scripts.