1. Apollo
  2. Engage
  3. Calls

Access and Manage Calls

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Overview

Use your Apollo call history to pick up where a conversation left off, review call outcomes, and keep your outreach records accurate. Find past calls, review notes before your follow-up, update takeaways, or export your call activity for further review. You can also block unwanted incoming calls to reduce interruptions.

If you use call recording, you can revisit the conversation to confirm details or identify coaching opportunities for reps. Transcripts and AI insights help you review what was discussed and prepare your next steps.

Check out the following sections to find, manage, and review your calls.

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Access Your Calls

By default, Apollo shows completed calls across your workspace. Apply the user filter to view your own or another teammate's calls.

To access your calls:

  1. Launch Apollo and click Calls.
  2. To find a specific call, click Show Filters and use a filter:
Filter Description
Show active calls View calls in progress across your workspace. You need the Can view and filter for Active calls permission. Separate permissions control whether you can coach or join calls.
Disposition Find calls by their logged outcome, or call disposition.
Sentiment Filter calls by sentiment like positive or negative.
Contact Find calls with specific contacts.
User View your own calls or calls handled by specific teammates.
Sequence Find calls associated with specific sequences.
Purpose Filter calls by their logged purpose.
Direction Filter for inbound or outbound calls.
Date Find calls on a specific date or within a date range.
Duration Filter calls by a minimum duration, maximum duration, or duration range, in seconds.
Contact lists Find calls with contacts in specific lists.
  1. Click Sort to sort calls by contact, duration, or date.
  2. Click View options to add or remove columns.
View options highlighted on calls page
  1. Click … beside a call, then choose an action:
    • Edit: Update the call details.
    • Delete: Delete the call record. This is irreversible.
    • Block number: Block future incoming calls from the number.
    • CRM Sync History: Review the call's CRM sync history.
Edit options on a single call
  1. Alternatively, check multiple calls to take an action in bulk:
    • Edit: Update the call purpose or disposition.
    • Delete: Delete the selected call records.
    • Export to CSV: Export the selected call details.
Bulk edit options on multiple calls
 
The Call Sheet

The CSV export includes contact and account information, phone numbers, call direction, purpose, disposition, notes, timestamps, duration, sequence details, and Salesforce call IDs, if applicable. It also includes recording links when available. Audio files, transcripts, and AI summaries aren't included.

  1. Open a call to review the details or call recording.
  2. Apollo shows the call purpose, notes, disposition, and call taker. You can also review details about the prospect and their score. Click ⤢ to view the call details in fullscreen.
Example call details
  1. If a recording is available, click Play. Use the playback controls to pause, rewind, or fast-forward through the recording.
  2. Review the transcript or search for a word or phrase.
Call transcript search
 
For the Record

If your call hasn't been transcribed and the option is available, click Start a transcript.

If your team uses location-based recording rules, only the voices recorded on the call appear in the transcript and AI analysis.

You have now accessed your calls. Use the conversation details to personalize your follow-up or identify coaching opportunities.

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Review AI Call Insights

 
Permission Required

AI insights for dialer recordings are included on organization plans. If you need access, upgrade your plan.

To use call insights, you need the permission can view recorded meetings hosted by which allows you to view your own AI insights, those from people on the same teams, selected teams, or all users. If you need access to a call's insights, reach out to an Apollo admin at your organization.

AI insights use conversation intelligence to automatically unveil key discussion points about your call. You can quickly understand outcomes or ask questions about a recorded conversation.

To review AI call insights:

  1. Click Call insights beside a call with available insights.
Call insights button
 
A Little More Conversation...

A recording alone doesn't make a call eligible for insights. To generate insights, the call must have been recorded, lasted at least 30 seconds, and have a saved call disposition configured as Answered.

If an eligible call's insights aren't available yet, its transcript and AI analysis may still be processing.

  1. Review the AI summary, with sections like call outcomes or next steps.
AI insights summary
  1. Click Ask anything to ask a question about the conversation, and Apollo AI helps you untangle the details.

You have now reviewed AI call insights. Check out Uncover Conversations Insights with AI for more ways to analyze your calls.

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Analyze Call Performance

To review call performance across reps and accounts to identify coaching opportunities, use call analytics.

To access call analytics:

  1. Launch Apollo and click Calls.
  2. Click Analytics.
  3. Apollo shares call analytics by rep and account.
Call analytics example

You have now accessed call analytics.

Check out Analyze Call Performance on Apollo to learn about the reports and metrics.

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Block Incoming Calls

You can block unwanted phone numbers to reduce interruptions. When a phone number is blocked, Apollo rejects future incoming calls from the number.

To block a phone number:

  1. Launch Apollo and click Calls > All Calls.
  2. Find a call from the number you want to block.
  3. For suspected spam calls, Apollo displays Block beside the phone number on hover. Alternatively, click … > Block number.
Block number example
  1. Click Block number to confirm.

You have now blocked a phone number.

To review your team's blocked numbers, go to Calls > Blocklist. Apollo shows all blocked numbers along with associated contact and company, blocked on date, the last date a call was attempted, and blocked by user.

 
Need an Undo?

To unblock a number, go to Calls > Blocklist and click Unblock beside it.

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Next Steps

Explore these resources to improve your outreach and manage your calling preferences:

Cold Call Best Practices Follow Apollo's cold call best practices to boost your connect rates and humanize every conversation.
Apollo AI Overview Explore Apollo AI and how it can streamline your workflows and surface insights that help you move prospects from cold to closed faster.
Set Dialer Preferences Configure dialer preferences, including team settings like location based recording rules to help your team follow its recording policies.
Make and Receive Calls Make and receive calls to reach prospects directly on Apollo and capture key takeaways on every conversation.

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