---
title: Calls
subtitle: Call activities track inbound and outbound phone calls on a Lead.
---

A Call is made:

- via calling a lead directly or receiving an incoming call (regular call)
- via the dialer using the power behavior (power dialer call)
- via the dialer using the predictive behavior (predictive dialer call)

This is exposed in the `call_method` field with values `regular`, `power`, or `predictive`.

Every call also has a `disposition`. The values can be:

- `answered` if the call was answered.
- `no-answer` if the call was not answered.
- `vm-answer` if a call was sent to voicemail, but the caller hung up without leaving a message (currently only applicable to incoming calls).
- `vm-left` if a voicemail was left on an incoming call or [dropped](https://help.close.com/docs/calling-from-closeio#section-dropping-a-voicemail) on an outgoing call.
- `busy` if the call was not connected because the destination was busy.
- `blocked` if Close did not allow the call to take place, e.g. due to the number being invalid.
- `error` if an unexpected error occurred in Close or on our carrier's side.
- `abandoned` if the call was abandoned. This can only happen with the predictive dialer if no sales rep is available for a connected call.

Calls that connected may be assigned a custom user-defined outcome that will be present in the `outcome_id` field. See [Outcomes](/api/resources/outcomes) to learn more.

The `cost` of the call is in US cents and is a decimal number.

**About `note_html` and `note` parameters:**

Call notes can be created/updated using either parameter, but **setting one will overwrite the other**. If both are in the same request, `note_html` takes precedence.

- `note_html` is the preferred input. It supports rich-text content through a [subset of HTML](/api/overview/rich-text). Setting it will populate `note` with a plaintext representation, without guarantees about preserving formatting.
- `note` is for plaintext only. Setting it will populate `note_html` by escaping HTML code and replacing newlines with `<br />` tags.

#### Call transcripts

Call recording and voicemail transcripts can be accessed using this API but are not loaded by default. To load transcripts, use the [`_fields`](/topics/fields/) parameter. The available field names are `recording_transcript` and `voicemail_transcript`.

Example transcript in response:

```json
{
  "recording_transcript": {
      "utterances": [
          {
              "speaker_label": "John Lead",
              "speaker_side": "contact",
              "start": 0.1,
              "end": 1.2,
              "text": "Hey, what's up? How is it going?"
          },
          {
              "speaker_label": "Jane User",
              "speaker_side": "close-user",
              "start": 1.3,
              "end": 2.4,
              "text": "Hey John, I'm doing great. How about you?"
          }
      ],
      "summary_text": "Summary text",
      "summary_html": "<p>Summary text</p>"
  }
}
```