> For the complete documentation index, see [llms.txt](https://docs.voiceb.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.voiceb.ai/flag-calls-for-review.md).

# 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.

<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2FwR0fi6KR5DFUHSrwdVWb%2FScreenshot%202026-08-25%20at%2017.44.12.png?alt=media&amp;token=25578948-82f3-40bd-be9a-7a57d00d836f" alt=""><figcaption></figcaption></figure></div>

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

1. Open the call from your campaign dashboard to bring up the **Call Details** drawer.
2. Click **Flag for review** in the top-right of the drawer.
3. Choose a **category** that best describes the issue:

<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2FOaCgcr99JY97f9mHqHsP%2FScreenshot%202026-08-25%20at%2017.37.57.png?alt=media&amp;token=666e9f62-30dc-4123-9774-d78334dd9531" alt=""><figcaption></figcaption></figure></div>

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<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2FiLrHihodgi8imZkfE3if%2FScreenshot%202026-08-25%20at%2017.38.25.png?alt=media&amp;token=32b231de-bd2f-4069-b941-12bfc537ad11" alt=""><figcaption></figcaption></figure></div>

| Category                | Use it when…                                                                                                                             |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- |
| **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.                                                                                          |

4. 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.
5. Click **Flag for review** to submit.

<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2FtTWdMCNDFYD8SH9FeZty%2FScreenshot%202026-08-25%20at%2017.38.37.png?alt=media&amp;token=0b4b8f38-e250-4542-b267-8be4f86504c2" alt=""><figcaption></figcaption></figure></div>

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.

<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2F2v4q5b4NDIzeBkBio1IK%2FScreenshot%202026-08-25%20at%2017.48.06.png?alt=media&amp;token=352cb78e-5744-4254-b422-57699287653f" alt=""><figcaption></figcaption></figure></div>

> **"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:

<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2FYu4aRQ6eEirlbEQM6bYh%2FScreenshot%202026-08-25%20at%2017.51.18.png?alt=media&amp;token=7de479f7-4741-4709-b826-eb5160aaf35b" alt="" width="135"><figcaption></figcaption></figure></div>

1. Go to **Settings** for your organization.
2. Find the **Call review** section.
3. 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.

<div data-with-frame="true"><figure><img src="https://2950912279-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FggIr2RvhGm49D4vbjurT%2Fuploads%2F8o5bbf8HFxTkiDLTjnGb%2FScreenshot%202026-08-25%20at%2017.50.18.png?alt=media&amp;token=ecc799c3-14f9-4380-89bc-ae8d09d12b87" alt=""><figcaption></figcaption></figure></div>

***

### 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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