Calls, texts, and forms
Listen to call recordings, read transcripts and texts, and inspect form submissions and forwarded emails.
An Activity is a single customer interaction on a lead: a phone call, an incoming text, a website form submission, or a forwarded email. Open any activity from a lead’s Journey to see what the customer said and how they reached you.
| Activity | What it shows |
|---|---|
| Call | Call status (Answered, Didn’t connect, or Voicemail, matching Overview), call duration, the tracking source, and any available recording and transcript. |
| Text | Sender phone number, full message text, and any media attachments. Reply from your own business phone using the customer’s number. |
| Form | Every submitted field, the tracked form’s name, and any linked website visit details. |
| The subject line and full body of the forwarded email. |
Tracked website forms display the name you gave them (such as
"Form · Quote requests"). Submissions sent through the customer API, or from a
website form you later removed, display "Form".
Call recordings and transcripts
Section titled “Call recordings and transcripts”Call recording is controlled per tracking source:
- New tracking sources start with Record calls turned on by default; review that setting before choosing Start tracking (existing tracking sources keep whatever setting you chose).
- Turning Record calls on later applies only to future calls; unrecorded past calls cannot retroactively get audio or transcripts.
- Some states and provinces require notifying callers that calls are recorded, so check the recording laws where your business and callers are located.
Call status, audio playback, and transcription finish processing one step after another, so if a call just ended, wait a moment and refresh. Unanswered calls and very brief calls may have no usable recording. Whenever a transcript looks unclear, play the audio directly to hear the exact words, and limit lead access to teammates and clients who need it.
Incoming texts and attachments
Section titled “Incoming texts and attachments”Open any Text activity to read the full message and view attachments:
- Images display inline on the activity page, while other file types can be downloaded. Signed download links expire after a short window and refresh automatically whenever someone with business access opens the activity.
- NMC stores up to 10 attachments per text (10 MB per file, 25 MB total). Files exceeding those limits or unavailable from the carrier are noted on the activity. Attachment storage is included in the flat usage rate for texts with attachments (older texts received before attachment storage was added may list only the attachment count).
- Optional text alerts sent from NMC’s alerts number include the start of the message and a direct link to the activity in NMC, without forwarding attachments by text.
Why one lead can hold multiple activities
Section titled “Why one lead can hold multiple activities”If a customer calls twice and then texts a photo of the job, NMC records three separate activities inside a single lead. Keep that distinction in mind when comparing total call counts against total lead counts; see Repeat calls, texts, forms, and emails.
Developers can also fetch short-lived signed URLs for call audio through the call recordings API.