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Click-to-call, transcripts, and AI call analysis

Call prospects from the Model Match CRM: caller ID setup, how bridge calling works, in-call notes, transcription, and AI call analysis with suggested next steps.

Dial from the record, keep working while you talk, and let AI capture the follow-ups.

In this article:

  1. Calling from a record
  2. First-time setup: verifying your caller ID
  3. How a call works
  4. Taking notes during a call
  5. Transcription
  6. AI call analysis
  7. How calls are logged
  8. Frequently asked questions

Calling from a record

Every record with a phone number can be called directly from the CRM. Use the Call quick action next to the status picker, or click any phone number in the details rail. (If the Call button is grayed out, the record has no phone number yet — add one and it activates.)

Calling opens a floating call panel that you can drag anywhere on screen or minimize. The panel stays with you as you navigate, so you can browse other records, review notes, or prep your next call while you're still talking.

First-time setup: verifying your caller ID

Before your first call, you'll verify your own phone number so prospects see you calling, not an unknown number:

  1. Enter your phone number in the caller ID setup.
  2. Model Match places a verification call to that number and shows you a code on screen.
  3. Answer and enter the code. Your number is verified and saved.

Your first verified number becomes your default. You can save several numbers — a cell and an office line, for instance — then pick one per call or change your default any time.

How a call works

Model Match uses bridge calling, which connects the call through your own phone:

  1. You start the call in the CRM.
  2. Your phone rings first. Answer and press 1 to connect.
  3. Model Match dials the contact and bridges you together.

The contact sees your verified number as the caller ID, exactly as if you'd dialed them directly. Meanwhile, the call panel shows live status, elapsed time, and an End Call button.

💡 Because your phone rings first, you're never caught off guard: no call to the contact happens until you've answered and pressed 1. If you don't pick up, the contact is never dialed.

Taking notes during a call

The call panel includes a note editor, so you can capture what you're hearing while you hear it. When the call ends, the note saves automatically and is folded under the call's entry on the record timeline, keeping your notes attached to the conversation they came from.

Transcription

Flip on the transcription toggle before dialing to have the connected conversation recorded and transcribed.

✋ Mind your state's recording consent rules. The toggle includes a consent reminder for good reason: recording laws vary by state, and some require the other party's consent. It is your responsibility to know and abide by your obligations before recording.

After a transcribed call, a View transcript link appears on the call's timeline entry. The transcript opens in a dialog with speaker-labeled bubbles and a copy button.

AI call analysis

Transcribed calls unlock the most powerful part of the calling workflow. From the transcript dialog, run AI call analysis to get:

  • A summary of the conversation.
  • A sentiment read: positive, neutral, or negative.
  • A label categorizing the call.
  • Up to four suggested next steps.

Each suggested next step converts in one click:

  • To a task, with a due-date picker.
  • To a meeting, opening the schedule dialog pre-filled — and when a time was mentioned on the call ("let's talk Thursday at 2"), the dialog uses it.

This closes the loop that usually leaks: the commitments made on a call become tracked follow-ups before you've moved on to the next dial.

How calls are logged

Every completed call attempt is logged once to the record's timeline, whether it was answered, went unanswered, hit a busy signal, or reached voicemail. The entry notes who ended the call.

  • Voicemail detection: calls answered by a machine are badged "Voicemail" on the timeline, so a glance at the history distinguishes real conversations from messages left.
  • Calls sit on the shared timeline like everything else, so your whole team sees the outreach story.

Frequently asked questions

What number does the contact see?
Your verified caller ID. To the contact, it looks exactly like you dialed them from your own phone.

Can I keep working in the CRM during a call?
Yes. The call panel floats and minimizes, so you can navigate records, read notes, and prep while talking.

Do I have to transcribe my calls?
No. Transcription is opt-in, toggled per call before dialing. Untranscribed calls are still logged to the timeline.

Are unanswered calls logged?
Yes. Every completed attempt is logged once — answered, no answer, busy, or voicemail — so the timeline reflects your true outreach effort.

Can teammates see my calls and transcripts?
Yes. Calls, notes, and transcripts are part of the record's shared timeline, visible to everyone with access to the record.

Can I use different caller ID numbers?
Yes. Verify as many of your numbers as you like, set a default, and pick per call.