Set up a Call Type

Last updated: September 30, 2026

What this does

Creates a new Call Type for your organization so Call Notes, Call Guidance, and Call Scorecards are tailored to that kind of appointment.

Before you start

You need to be an organization Owner or Admin. Regular team members can see Call Types but can't create or change them.

Steps

  1. Open Call Types. Click Call Types in the sidebar.
  2. Click +. If a menu opens, choose Start blank. To begin with a curated Call Type instead, choose Open Library.
  3. Give it a name. Under Name, type a short name you'll recognize in the picker — for example, "Weekly Check-in", "Intake", or "Discovery Call". Add an optional one-line Description if it helps your team choose the right one.
  4. Pick an icon and color (optional). Click the round icon button in front of Name. Choose a Color from the row of swatches, or No color, then search and pick an Icon. Skip this and Call-E picks a fitting icon from the name, and your new Call Type starts on a color you haven't chosen for any other Call Type. On an existing Call Type that never had a color chosen, the picker marks the color Call-E assigned with a sparkle, labeled "(automatic)".
  5. Describe the call under Background. This is where you tell the AI what's going on in this kind of session — your methodology, the topics that matter, anything it should know before it writes anything. Keep it plain English, one or two paragraphs. Everything you put here is shared across Call Notes, Call Guidance, and Call Scorecard for this Call Type.
  6. Add Call Guidance Instructions (optional). Describe what kind of pre-call preparation you want. Leave it blank if you don't use Call Guidance for this Call Type.
  7. Write Call Notes Instructions (required). Describe what you want the post-call notes to capture and how to organize them. Be specific — "open with a one-paragraph overview, then list Action Items, then Client Sentiment" works better than "write good notes".
  8. Set up Call Scorecard Instructions (optional). Turn the scorecard on and describe what you want evaluated after each call. Turn it off if you don't want appointments with this Call Type to generate a Call Scorecard.
  9. Set up Real-time Insights Instructions (optional). Turn Real-time Insights on and describe what Call-E should highlight during a call, or leave it off. When you copy a Call Type from the Library, Real-time Insights is hidden while you create it.
  10. Click Create Call Type. The Call Type now appears in your Call Types list and in the Call Type picker on appointments.

After it's done

New appointments can be assigned this Call Type — manually, or automatically by Call-E when the meeting title and history match. Call Notes will follow your instructions starting with the next generation.

Your icon and color show up everywhere this Call Type does — the Call Types list, the Library, the Call Type picker when scheduling or recording, the calendar's legend, and the appointment header. Calendar events show its color.

If you want this Call Type to be the fallback when Call-E can't figure out which one to use, open the Call Type and click Set as Organization default. If Call-E can't save the change, you'll see an error message.

Existing Call Notes, Call Guidance, and Call Scorecards don't change when you edit a Call Type. Future appointments will follow the updated instructions automatically.

If something goes wrong

  • "Call notes instructions are required." The Call Notes Instructions box is empty. Every Call Type needs at least one line here — it's what Call-E uses to write the notes.
  • No Call Scorecard is showing up on appointments. Call Scorecards are opt-in per Call Type. Open the Call Type and check that the scorecard is turned on and Call Scorecard Instructions has content.
  • New instructions didn't show up in existing Call Notes. Edits only affect future generations. For an existing appointment, open it and change the call type — Call-E will offer to regenerate the outputs for the new call type right away.

Related