On the site, not in a siloCall records land in the document library your team already works from, no separate portal holding your call history.
Your governance appliesSite permissions, retention labels, and compliance policies govern call records the moment they're filed, like any other document.
Findable in Microsoft SearchRecords are indexed with everything else, so a caller's name typed into SharePoint search surfaces the call.
Filed To The Library, Governed By The Site
ABBY PORTAL · CALL SUMMARY
ANSWERED BY ABBY · 4:07 PMAlan Okoye
(313) 555-0190 · 2 min · Existing client
Urgent per your instructions · message relayed to the account lead immediately.
UrgentMessage relayed
SHAREPOINT · CALL RECORDS
📄2026-08-18 · A. Okoye · urgent relay.docxjust now · Abby Connect · retention ✓
📄2026-08-18 · morning calls batch.docx10:00 AM
📄2026-08-17 · call records.docx1 day
When your organization standardized on Microsoft, the rule became: if it matters, it lives on the site. Phone calls kept breaking that rule: answered, mentioned in passing, gone.
Now each answered call files into the document library you designate: dated, named to your convention, and immediately subject to the site's permissions and policies.
IT Signs Off, The Team Moves On
No shadow system to review. Records live in SharePoint storage your organization already controls, under access rules your IT team already set.
Working from Teams? Document libraries surface there too. The records are where your people already look.
Routing rules set at onboarding decide which site and library each kind of call reaches, so departments see their own calls and nothing else.
Abby adds documents to the libraries you designate. It never reads, modifies, or deletes anything on your sites.
Permissions And Policies, Kept Intact
✓Your sites, your libraries. Records file only to the document libraries you designate at onboarding, nowhere else.
✓Site permissions decide who sees what. Access to call records is governed by the same groups and roles as every other document on the site.
✓Retention labels apply on arrival. Records inherit the library's retention and compliance policies the moment they're filed.
✓Add-only access. Abby writes new documents; it has no ability to read, edit, move, or delete existing content.
✓Your naming convention. File names follow the pattern your team sets, so libraries sort and audit cleanly.
✓Routing you can change. Which calls reach which site is a rule you set, and can revise anytime by asking your team.
Across Your Team Sites
One library per departmentRoute records by call type (client calls to the practice site, vendor calls to operations) so each team sees its own phone.
Matter and project sites stay completeCalls about a matter file to that site's library, next to the documents they concern.
Compliance without extra stepsRetention and audit requirements are met by your existing SharePoint policies. The records simply fall under them.
Leadership visibilityA library view sorted by date gives partners and managers the week's calls at a glance, with access controlled by the site.
How It Works
1Onboarding works with you (and your IT admin if you like) to pick the sites, libraries, and naming rules.
2Abby's receptionists answer your calls around the clock, following your call-handling instructions.
3Each call files into the right library minutes later, inheriting the site's permissions and policies automatically.
FAQs
Does Abby's answering service work with SharePoint?
Yes, natively. Every call Abby answers is filed as a record into the SharePoint document libraries you designate, under your existing permissions.
What access does Abby have to our sites?
Add-only, and only to the libraries you designate. Abby cannot read, edit, move, or delete existing documents anywhere on your sites.
Do the records follow our retention and compliance policies?
Yes. Records are ordinary documents in your library, so retention labels, audit trails, and compliance policies apply to them automatically.
Can different calls go to different sites?
Yes, routing rules set at onboarding can file client calls, vendor calls, and department calls to different sites and libraries.
We mostly work in Teams. Will we see the records there?
Yes. A SharePoint library connected to a Teams channel shows new call records right in Teams, where your team already works.
Use a tool we haven’t listed?
We build missing integrations for new customers during onboarding, free. Tell us what you run on and we’ll connect it.
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