What Happens After the Call

The 60-second window

The call ends. In the next 60 seconds, Night Watch archives the recording to encrypted cloud storage, generates and stores the full transcript, writes the call memo, updates the customer’s service history, fires any pending dispatch records, and makes everything searchable. None of this requires the contractor to do anything. By the time you pick up your phone to check on a call, the record is already complete.

That window matters because after-hours dispatches do not happen in sequence. Three calls can come in within an hour, each generating its own dispatch loop. If the record-keeping is manual, something gets dropped. If it is automated, everything is logged regardless of volume.

The call memo

Auto-generated within seconds of hang-up. The call memo is structured, not a transcript summary: customer name, service address, issue description, urgency classification (emergency / urgent / routine / informational), dispatch outcome, tech assigned, and next steps. It is sent to the on-call inbox via email and stored in the calls dashboard. The memo is what the dispatcher reads in the morning — and what Night Watch pulls into context the next time that customer calls.

Recording and transcript security

Recordings are ephemeral at the call provider level — Night Watch archives them to Supabase Storage within 60 seconds of call end, using row-level security so each contractor’s data is isolated. The recording is never lost. Transcripts are stored alongside the recording with full-text search enabled across the complete call history.

For roofing calls, insurance capture details are attached to the call record automatically: carrier name, claim number, and adjuster contact. These fields are visible when expanding the call in the dashboard and attached to the relevant equipment or job record. Chasing down insurance details two weeks after a storm call is a common waste of time for roofing shops; this eliminates it.

The calls dashboard

Every call is logged with status (completed / missed / abandoned), duration, AI urgency classification, transcript, and recording playback. Expand any call to see the full dispatch attempt log — timestamps, which tech was paged, whether they accepted, how long the loop ran — alongside structured notes and insurance details for roofing calls. The dashboard is searchable by date range, customer name, technician, and urgency classification.

Missed and abandoned calls are logged the same way completed calls are. If a caller hung up after 20 seconds without reaching the agent, that is in the record. You can see the phone number, the time, and the call duration.

File attachments and service history

Photos, PDFs, invoices, and documents can be attached to call notes, equipment records, or service history entries — 10 MB per file, 100 MB per company. Every completed job is logged in service history: service type, date, technician, cost, invoice number, and a link to the relevant equipment record.

The service history is not just a paper trail for the contractor. Night Watch queries it during live calls for caller intelligence. When a returning customer calls, the agent has the job history, not just the call history. That is the difference between “we have your last five calls” and “we have everything your company has done for this customer.” See semantic call memory for how the retrieval works.

Soft deletes and restore

Nothing in Night Watch is permanently deleted from the front end. Removing a customer, address, equipment record, or job entry marks it inactive — it disappears from the active view but stays in the database. Restore it with one click. This matters most when a dispatcher removes something by accident during a busy night. The record does not vanish; it waits.

Team management and access

Add technicians, set weekly on-call schedules, assign per-customer tech preferences, and manage iCal tokens for calendar sync from the portal. All self-service. Password resets use a SHA-256 hashed token with a 15-minute expiry — a tech who is locked out at 11 PM can reset their own access without waking anyone up.

The paper trail runs itself

Nothing described here requires configuration after onboarding. The recording archives, the transcript generates, the memo writes, the service history updates — on every call, every time, regardless of volume or time of day. The contractor’s job is to look at the record in the morning, not to create it. See pricing.