Home / How it works
The pipeline
From recording to the right
manager's inbox
Seven steps, all automatic. Nothing to install on a desk and no change to how your team answers the phone. The alert comes to the manager by email, and the same calls are waiting in the dashboard whenever you want the wider picture.
The seven steps
Your phone system records
Nothing changes here. WiseSentry works with the call recordings your system already produces.
Transcription
Audio becomes text on infrastructure we control in Australia. The audio is never sent to a third-party AI provider.
Speaker separation
The two sides of the call are separated so the transcript reads as a conversation — who said what, in order, with timestamps.
Policy review
A language model reads the whole conversation and judges it against a single question: did this business let the customer down?
Verification
A second, independent pass re-reads anything borderline and suppresses it if it does not hold up. This is the step that keeps the inbox trustworthy.
Incident grouping
A call is held briefly after it ends, so follow-up calls about the same matter attach to the same alert instead of arriving as separate emails.
The alert
An email to the manager responsible, with the reason, the full transcript, the call metadata and a link to play the recording.
Timing
How quickly you hear about it
Minutes, not seconds — and that delay is deliberate.
WiseSentry waits until a call has been over for a short settling period before it decides anything. That is what allows a transfer, a callback, or a second call about the same problem to be recognised as one matter and delivered as one alert with the follow-up legs attached.
We do not claim real-time. A tool that emails the instant a call ends would send you three separate alerts about the same customer within the hour. The settle window is a feature, and it is measured in minutes.
Departments
Each team sees only its own calls
Most businesses of any size are several businesses in a trench coat — branches, queues, product lines, states.
WiseSentry is organised the same way. Calls are scoped to a department, alerts route to that department's manager, and access to the dashboard is granted per department. A branch manager sees their branch. A national operations lead can be granted several, or all.
- One department to start with, more added as you roll out
- A user can hold one department, several, or the whole organisation
- Nobody sees another client's calls, ever — enforced at the query, not by convention
What you need
Prerequisites
Call recording turned on
WiseSentry reviews recordings. If a call is not recorded, it cannot be reviewed — and you should be telling callers you record, regardless.
A supported phone system
3CX today. Other platforms on request — talk to us about what you run before assuming either way.
Someone to receive alerts
A named manager per department. An alert nobody owns is an alert nobody acts on.