Understand contacts and leads
The Contacts page displays workspace lead records associated with agents. A contact is not the same object as a call: one is a caller or prospect record, while the other represents a single interaction.
How contacts are created
Contacts can be created by call setup, a function during the conversation, or live-call post-processing. After a live call, Wirevox can create a contact when it extracts at least one caller detail, or enrich a recently created contact with missing details, summary notes, and outcome status.
Caller ID can supply a phone number even when the caller does not speak it. Other extracted values depend on the transcript and should be checked when accuracy matters.
Browser voice tests also create a test contact and mark it called when the test closes. They do not run the same AI post-call enrichment path as live calls.
Contact fields
| Field | Source |
|---|---|
| Name | Test identity, a function, or transcript extraction. |
| Email or address | A function or transcript extraction when present. |
| Agent | Agent associated with the lead record. |
| Phone | Caller ID, test identity, a function, or transcript extraction. |
| Status | Function result, post-call outcome mapping, or lifecycle update. |
| Notes | Meeting notes, post-call summary, general notes, or preferred time. |
Filter and search
The current Contacts view supports:
- status filters for All, New, Calling, Booked, Intake, Transferred, and Message Taken;
- an agent filter; and
- search by name, phone, email, or agent name.
The list can contain other stored statuses, including called, cancelled, or status values produced by older workflows, even when they are not offered as a dedicated filter button.
On mobile, phone and email links open the device's normal calling or email application. They do not start a Wirevox agent call or send an integration action.
Outcome-to-contact mapping
Live-call post-processing maps outcomes approximately as follows:
| Call outcome | Contact status |
|---|---|
booked | booked |
intake | intake |
message_taken | message_taken |
transferred | transferred |
cancelled | cancelled |
rescheduled | booked |
inquiry or other | new |
Because post-call extraction is probabilistic, use the connected calendar, CRM, or other destination as the source of truth for completed business actions.
Current limits
The Contacts page does not currently expose bulk export, bulk deletion, or a full contact editor. Deleting an agent deletes its associated contacts and calls.