Reading your Maraba WhatsApp summary: a field guide

When Maraba finishes a call, a structured summary lands in your WhatsApp — the one you configured as your notification number — within 60 seconds. This is not a transcript. It is a digest: the essential facts a business owner needs to know about that call, formatted for quick reading on a phone screen.

Here is a real-format summary, with every field explained.

Field-by-field breakdown

Time and Duration

Time shows when the call started, in Nigeria Standard Time (WAT, UTC+1). Duration is the total call time including Maraba's greeting and the caller's responses. If a call was very short — under 20 seconds — it likely means the caller hung up before completing a query, or was a wrong number. These show up as Outcome: Incomplete.

Caller

The caller's number as delivered by the network. If the caller withheld their number, this shows as "Unknown." If the caller is in your contacts list (which you can sync to the dashboard), their name will appear instead of just the number.

Language

The language or languages Maraba detected in the call. Possible values:

• English — caller spoke exclusively English
• Yoruba / Hausa / Igbo — caller spoke predominantly in this language
• Yoruba / English (code-switch) — caller mixed languages within sentences; Maraba handled both segments

Intent

What the caller was trying to do, as classified by Maraba. Common intents:

• Appointment booking
• Pricing query
• Stock availability
• Opening hours
• Delivery status
• Complaint
• General enquiry

If Maraba could not classify the intent clearly — for example, if the caller was vague or the call dropped early — this shows as Intent: Unclear.

Outcome

What happened at the end of the call. The most common outcomes:

• Resolved — Maraba answered the query fully and the caller confirmed they were satisfied
• Booked — an appointment was made (with details)
• Message taken — the caller left a name and callback request
• Escalated — transferred to a human staff member
• Incomplete — call ended before resolution (hang-up, network drop)

Caller name

If the caller gave their name during the call — which Maraba asks for during bookings, escalation transfers, and message-taking — this field shows it. If no name was given, this field is blank.

Sentiment

Maraba analyses the caller's tone and choice of language across the call. Sentiment is classified as Positive, Neutral, or Frustrated. A frustrated sentiment is a signal to follow up — even if the query was resolved, a caller who expressed frustration during the call is worth a callback.

Sentiment detection works across all four supported languages. It tracks vocal patterns and language cues — not just keywords.

Escalation

Whether the call was escalated to a human, and if so, to whom. If the escalation was successfully connected, this shows Escalated — connected to [name]. If the escalation transfer failed (nobody picked up), it shows Escalated — no answer, message taken.

Action needed

Maraba's assessment of whether you need to do something after this call. Examples:

• None — the call was fully resolved
• Callback requested — 08123456789 — the caller asked to be called back
• Refill note: Metformin 500mg — check stock before 8:30am
• Complaint flagged — review call log

KB gap

This is one of the most valuable fields. When a caller asks something Maraba cannot answer because it is not in your knowledge base, this field records the query. Over time, KB gap entries build a list of questions your callers are asking that you have not yet answered.

Check this field weekly. If the same question appears repeatedly — "Do you offer payment plans?" or "Can I book for two people at once?" — add that answer to your knowledge base. Within 24 hours, Maraba can answer it correctly for future callers.

Configuring your WhatsApp summaries

Under Settings → Notifications → WhatsApp Summary, you can configure:

• Which phone number receives summaries
• Whether to receive summaries for every call or only calls with action items
• Whether to receive a daily digest instead of per-call messages
• The summary language (English or the primary language of your account)

For high-volume businesses — pharmacies, restaurants, logistics companies — the daily digest option is useful. Instead of 50 individual WhatsApp messages, you receive one daily summary at 8am covering all calls from the previous day, with flagged items at the top.