Answering, returning and logging calls in MatPilot Phone

Updated 2026-10-09

Every call to or from your academy number is saved in Settings, Phone, Calls and against the person who called, so the whole team can see what happened.

Calls: filter to the calls still to return, your own, missed, incoming or outgoing. Each row shows what the call cost.

Answering

When the phone rings, MatPilot shows who is calling: a member, a parent or guardian, a lead or a visitor, with their plan and family. Answer, or Send to voicemail. During the call you can mute, hold, use the keypad, or pass the call to someone else on the team.

On a computer, the browser asks for the microphone the first time a call comes in.

Calls to return

To return lists the missed calls nobody has dealt with yet. Open one and choose I will call back: the rest of the team sees that you have it, so nobody rings the same person twice. Call back dials them from the academy number, and Mark done clears it once it is sorted. Mine shows the ones you took on.

Keep a record

On each call you can:

add a Note on what it was about
pick an Outcome: Trial booked, Payment question, Follow up, Sorted, No answer or Wrong number
Assign it to someone on the team
for a number MatPilot does not know, choose Who is this? to link it to a person, so every call from that number, past and future, shows their name, or Add as a lead to follow up

With Turn new callers into leads on in Settings, Phone, Settings, a caller from a number you don't have is added to Leads automatically, missed calls included.

Transcripts

With Transcribe calls on in Settings, Phone, Settings, each call gets a written transcript and a short summary that only staff can see. Callers hear a short notice before the call connects, which you can reword but not remove. Transcription is charged per minute on top of the call. It is automatic, so treat it as a summary rather than a quote.

Making calls

New call dials any number from your academy number, or pick someone from Contacts. The line calls the EU, the UK, the US and Canada, and shows the rate before you call. With more than one location, you choose which number the person sees.

Usage and billing

Usage & Billing shows the minutes used this month, the free outgoing minutes left (shared by all your numbers) and roughly what your next Phone bill will be. You can set a monthly limit on overages there: at the limit, outgoing calls and forwarding stop, and incoming calls keep coming through.