Flag calls for review
Flag calls for review
Sometimes a call doesn't go the way it should — the outcome looks wrong, the agent behaved unexpectedly, or the audio was poor. Flag for review lets you escalate any call directly to VoiceB's support team from the dashboard, with the full context attached, so we can investigate and get back to you.
When you flag a call, VoiceB's team is notified immediately, along with the contacts your organization has configured to follow up on reviews.
How to flag a call
Open the call from your campaign dashboard to bring up the Call Details drawer.
Click Flag for review in the top-right of the drawer.
Choose a category that best describes the issue:
Wrong outcome
The call was classified incorrectly (e.g. marked "Not Interested" when the lead was qualified, or billed as valid when it shouldn't be).
Agent behavior
The agent said something off-script, mishandled an objection, or didn't follow the expected flow.
Audio quality
Choppy audio, latency, echo, or the agent's voice sounded wrong.
Transcript accuracy
The transcript doesn't match what was actually said.
Transfer failed
A handoff to a human agent didn't complete or went to the wrong destination.
Data collection
The agent captured wrong, incomplete, or missing lead data.
Something else
Anything that doesn't fit the categories above.
Describe what happened. Be specific — this description goes straight to VoiceB's support team, and the more detail you give (what you expected vs. what happened, timestamps, lead context), the faster we can resolve it.
Click Flag for review to submit.
You'll see a confirmation, and the flag appears immediately in the call's details.
Tip: each call can have one active flag. If you need to report multiple issues on the same call, include them all in the description.
What happens after you flag a call
The flag is saved on the call with the category, your description, your name, and a timestamp — visible to everyone in your organization who opens that call.
VoiceB's support team receives an instant notification with the call details and a direct link to the call.
The review contacts configured for your organization are notified in the same message, so the right people on your side are in the loop from the start.
Your flag is never lost: it's stored the moment you submit it, independently of the notification being delivered.
Reviewing a flagged call
Open a flagged call and you'll see a review section in the Call Details panel showing:
The category badge (e.g. "Something else")
The description of what happened
Who flagged it and when
If the flag was a mistake or the issue is resolved, click Unflag to remove it. You can re-flag the call later if needed.
Finding flagged calls in the dashboard
Flagged calls show a Flagged badge in the calls table, and you can filter your dashboard by Flagged / Not flagged to see them at a glance.
"Flagged" is not the same as "Needs Review". Needs Review is set automatically by VoiceB's post-call AI analysis when a call looks like it deserves attention. Flagged is a manual signal created by a person on your team, with an author, a category, and a reason. They appear as separate filters with distinct colors.
Configuring who gets notified (org admins)
Organization admins can choose which people are included in review notifications:
Go to Settings for your organization.
Find the Call review section.
Configure:
Members — pick people from your organization's user list.
Additional emails — add email addresses for stakeholders who aren't platform users.
Only organization admins can change these settings. Any member of your organization can flag a call.
FAQ
Does flagging a call change its billing or outcome? No. Flagging is a review signal — it doesn't modify the call's outcome or how it's billed. If our team confirms a wrong outcome, we'll correct it and follow up with you.
Who can flag calls? Any member of your organization, on any call belonging to your organization.
Will I get a response? Yes — flags go directly to VoiceB's customer success team. We'll follow up through your usual support channel.
Can I flag calls in bulk? Not yet. Flags are per-call, so each one carries its own context. If you're seeing a systematic pattern across many calls, mention it in the description of one flag or contact your customer success manager directly.
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