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Folders let you group calls inside a workspace. They work exactly like folders on your desktop — drag calls in, nest them however you like, and keep your workspace tidy even as your call library grows.

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Creating a folder

  1. Open any workspace
  2. Click + New Folder in the sidebar or the folder list area
  3. Give the folder a name
  4. Calls can now be moved into it, or routing rules can automatically send new calls there

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Moving calls into folders

You can move a call into a folder in a few ways:
  • Drag and drop — drag the call card onto a folder in the sidebar
  • Right-click → Move to folder — pick from a list of folders in the current workspace
  • Routing rules — automatically route new calls to the right folder based on conditions

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How teams use folders

Folders are flexible — use whatever makes calls easy to find:

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Archiving a folder

If a folder is no longer active but you want to keep its calls:
  1. Right-click the folder in the sidebar
  2. Select Archive
Archived folders and their calls are hidden from the default workspace view but remain searchable and accessible via View archived.
Archiving is better than deleting when you want to keep records for reference, compliance, or future coaching without cluttering your day-to-day workspace.

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Deleting a folder

Right-click a folder and select Delete. You’ll be asked whether to also delete the calls inside or move them to the workspace root.
If you choose to delete the calls inside along with the folder, that action is permanent. The recordings and transcripts cannot be recovered.

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Folder permissions

Folders inherit permissions from the workspace they’re in. There are no per-folder permission overrides — if someone has access to the workspace, they can see all folders in it based on their workspace role. To restrict access to certain calls, use a separate workspace with tighter membership rather than a folder.