Understanding what happens during every customer interaction is vital for closing sales and ensuring quality service. Your incoming calls are a direct signal of interest, but the real opportunity lies in the details of those conversations.

There's no need to rely on memory or incomplete notes, Thryv automatically captures and securely stores every detail of your conversations with leads, giving you instant, auditable access to everything that was discussed.

This feature allows you to:

• Never Miss a Detail: Instantly review terms, quotes, or commitments made during a call.
• Improve Staff Training: Easily identify successful sales techniques and coaching opportunities.
• Create Personal Follow-Ups: Quickly verify call details with complete confidence.

This guide shows you how to immediately access and listen to your recorded calls, turning every conversation into a powerful asset for your business.

Note: There are 2 locations in Thryv where calls can be stored and listened to. Calls from your Enhanced Profiles (which includes Growth Packages) are found under the Analytics tab, while calls from your Thryv Leads add-on can only be accessed in your Thryv Leads Reporting. Click Here to skip to the section on accessing calls from Thryv Leads.

Access Your Call History

All calls received from your leads in Thryv can be accessed on the Dashboard. Scroll down to Leads Activity. 

This screen will display all phone calls received from:

• Your Enhanced Profiles (which includes any calls received from your Growth Package)
• Your Trackable Phone Numbers
• Thryv Leads
• Growth Packages

Click on the contact name to bring up the details for this call

Listen to Calls from Thryv Leads

To view a record of all calls received from your Thryv Leads Campaign in your Thryv account, first click on Analytics. 

Then, click on Thryv Leads. 

Click on View Thryv Leads Report to open your Thryv Leads reporting.

On your Thryv Leads dashboard, your received calls will automatically be sorted into the following categories:

• Calls over 30 seconds
• Missed opportunities - unanswered calls
• Other calls - calls less than 30 seconds
• Additional Call Details - a full list of all calls with more information including the specific lead source

To listen to a recording of a call, click on the orange Play button. In addition, you can click on the Download icon to download the recording instead.

FAQ

Why isn't there a name for every call?

Thryv can only capture the information readily available based on the caller's phone number. Sometimes the caller's name is not available from their phone provider. 

Can I delete call recording? 

There is not a way to delete individual call recordings at this time.

Can I opt out of call recording?

Yes, click on Settings in the left-hand navigation of Thryv, then click on Call Recording and set the toggle to Off.

If I do opt out of call recording, can I still track my leads?

Yes! All of the other call information will still be available, but there will not be a recording of the call.