Calling providers

Call providers directly from 4admin. Calls are recorded and transcribed, the transcript is saved against the policy or LOA you called about, and any details the provider gives you can be dropped straight into the analysis.

Calling is available on plans that include it. Read-only users can view transcripts but can't make calls.

Set up your number

You call from your own verified phone number, so the provider sees a number they can call back.

1. Go to Settings → Contact Methods.
2. Under Connected numbers click Add. The Add & verify your number window opens.
3. Enter your work phone number with the country code, for example +447700900123. A number starting with 0 is converted to +44 for you.
4. Choose SMS or Call to receive a 5-digit code.
5. Enter the code and click Verify. You'll see "New number added!".

Numbers verified by your firm's admin account also appear in your list. You can use them, but you can't delete them from your own login.

Until you have a verified number, the call buttons are disabled with the message "Add your phone number in Settings".

Calling from a policy analysis

1. Open the policy. In the toolbar click the phone icon, labelled Call provider.
2. The phone panel opens with the client's details for reference. Pick one of the suggested provider numbers, or type your own.
3. Check your microphone and speaker under the audio settings icon before you dial.
4. Start the call. During the call you can:
   • Open the keypad to work through the provider's phone menu, for example "Press 1 for client services".
   • Mute and unmute yourself.
   • End call when you're done.

Once you've made a call, the phone icon becomes a Manage transcripts menu with three options: View transcripts, Start new call and Auto-populate (N fields).

During the call

Have the policy open so you can read out the plan number and client details, ask about every red field in one go, and confirm the spelling of anything important. The transcript captures it all.

Transcripts

Transcripts take a few minutes to appear after a call ends. Open Manage transcripts → View transcripts to see them.

Each transcript has:

• Play recording and Download MP3 for the audio.
• The conversation as messages, split by speaker, with a Summary card.
• Export to download the summary as a Word document.

Correcting a transcript

Transcription isn't perfect on a noisy line, so you can fix it for the next person who reads it.

• Edit a message. Hover over it, click the pencil (Edit), change the text, then click away to save. Press Escape to cancel. A Saved tick confirms each change.
• Fix the speaker. Hover over a message and click Switch speaker to move it to the other side of the conversation.
• Edit the summary. Click the edit button on the Summary card, make your changes and save.

Auto-populate from a call

If the provider gave you values on the call, choose Manage transcripts → Auto-populate (N fields).

1. A review table lists every value 4admin picked out of the transcript, alongside the field it would fill.
2. Click Ignore for now on any row you don't want to apply.
3. Click Auto-populate. Each applied value is written to the analysis with Phone call as its citation, so exports show "(Phone call)" after it.

Prefer to type values in yourself? Enter the value in the field and tick Phone call next to it to record where it came from.

Calling from an LOA record

You can also chase an LOA by phone.

1. Open the LOA record and switch to the Calls tab (next to Emails).
2. Click Start new call.
3. Pick a suggested provider number or type one, then dial. The same keypad, mute and end-call controls apply.

After the call, the entry in the Calls tab shows a Processing chip until the transcript is ready, usually a few minutes. Refresh the page, then use Show transcript to read it or Export to download it. 4admin also updates the LOA's summary and adds a note to the status history that you called the provider.

The Calling page

If your firm has the Calling page enabled, it appears in the sidebar and gives you a single place to make and review calls across several policies at once.

• Calls lists every call with the client(s), provider, linked policies, status (Done, Failed or Pending), when it was made, who made it and the number called.
• Test audio checks your microphone and speaker.
• Start new call lets you pick the policies the call is about, choose from suggested numbers for that provider, and see an Ask about checklist of the missing fields for each policy so nothing gets forgotten.
• Open any call to see Info gathered, the Summary, the Recording and the searchable Transcript.

Troubleshooting

I can't see the phone icon or the Calling page. Calling isn't included on every plan, and read-only users can't call. If your plan includes calling and you still can't see it, contact support@4admin.co.uk.

The call button is disabled. You need a verified number. See Set up your number.

No transcript yet. Transcripts usually take a few minutes. Reopen the transcript drawer, or refresh the LOA page, to check again. If a call dropped before it connected there's nothing to transcribe.

The provider couldn't hear me. Check the microphone selected under the audio settings icon in the phone panel. Your browser also needs permission to use the microphone for 4admin.

Auto-populate found nothing. It only picks up values the provider actually stated. Read the transcript and enter anything else by hand with the Phone call tick.