How to Choose the Status of Calls an AI Assistant Logs
When somebody's connected ChatGPT or Claude logs a new call, the call starts at the status the system administrator chose under Calls assistants log start as on the AI assistants screen, or at Open if none was chosen. Open the menu and, under Administration, select AI assistants. Giving those calls a status of their own, such as "AI draft", lets the office find and check them.
How do I choose the status calls logged by an assistant start at?
Open the AI assistants screen from the menu, under Administration, and choose a status in Calls assistants log start as. It is saved the moment you choose it; there is no Save button.
- Open the menu with Menu (or Navigation menu on the Calls, Customers and Scheduler screens).
- Select AI assistants under Administration.
- Choose a status in Calls assistants log start as, under the address assistants use.
- Check the line under it. It reads Saving… and then Saved. The next call an assistant logs starts at this status.
The list is your company's own call statuses, the same ones the office uses, and it starts at Open. Until you choose one, the line under it suggests: Add an "AI draft" status in ABM and choose it here, so the office can find and review them.
Your company's call statuses are set up in ABM itself, not in ABM Service, so adding an "AI draft" status is done in ABM by whoever looks after it there. Once it exists, it appears in the Calls assistants log start as list the next time you open ABM Service in your browser or reload the page you are on.
The choice applies to new calls logged through an assistant, from the next one on, for everybody's assistant at once. It does not change calls already logged, and it does not stop an assistant changing a call's status later when the person asks it to.
If the choice cannot be saved, the reason appears in the same place under Calls assistants log start as, and the screen reads the setting again so that it shows the status really in force.
Why give calls logged by an assistant a status of their own?
A call logged through a connected AI assistant in ABM Service looks like any other call the person logged: it carries their name, a normal call number and the call type's usual settings, and nothing else on the call says an assistant logged it. A status of its own, chosen under Calls assistants log start as on the AI assistants screen, is what lets the office tell those calls apart.
With an "AI draft" status, for example:
- The office can find them — ticking that status in the Call Status filter on the Calls list shows the calls an assistant logged that are still waiting to be checked.
- Somebody checks them — the customer, the call type, the Comment and the contact the assistant chose, before the call goes on as usual.
- Moving them on is the review — whoever checks a call changes its status to your company's usual one, and it leaves the "AI draft" list.
If your company is content for assistants' calls to go straight into the normal flow, leave Calls assistants log start as at Open: the calls are then indistinguishable from the person's own.
The status is chosen once, for the whole company. There is no way to choose a different status for each person or each assistant.
What happens if the chosen status is deleted from ABM?
If the status chosen under Calls assistants log start as on the AI assistants screen is later deleted from your company's call statuses in ABM, calls logged by an assistant start at Open instead, and the screen says so. The choice then shows the word Status and the status's number, followed by (no longer in ABM: calls start at Open), so you can see that your choice is no longer working.
You may notice it first on the Calls list: calls logged through people's assistants stop arriving at your "AI draft" status and arrive at Open among everybody else's, where the office does not think to review them. The calls themselves are logged normally; only the status they start at has changed.
To put it right, choose another status in Calls assistants log start as, or have the status added again in ABM and choose it there once more. No call is ever logged at a status your company no longer has.
Why can't I see Calls assistants log start as on the AI assistants screen?
Calls assistants log start as appears on the AI assistants screen only while assistants are switched on. When the switch is Off, or when you have chosen On but not yet selected Check and switch on, the choice is hidden, because no assistant can log a call. It is also hidden if your company's call statuses could not be read; reload the page to try again.
Your earlier choice is kept while assistants are off. When you switch them on again, Calls assistants log start as shows the status you chose before.
The best moment to choose is straight after Check and switch on says Checked: it reaches this server. People may connect now., and before you tell people the address, so that the very first call an assistant logs already starts at the status the office reviews.