Call logs, recordings & transcripts

Every call your agent handles is logged on the Calls tab. Each entry gives you a complete record of what happened, so you can review quality, follow up with callers, and improve your agent.

What each call shows

• Recording — listen back to the full conversation audio.
• Transcript — the conversation in text, speaker by speaker (caller and agent).
• Summary — an AI-generated recap of the call, including:
  • Sentiment — how the caller seemed (positive, neutral, negative).
  • Resolution — whether the caller's need was handled.
  • Key points and any follow-up the call surfaced.
• Details — direction (inbound/outbound), the numbers involved, duration, and status.

Reviewing a call

1. Open Calls.
2. Click a call to expand its recording, transcript, and summary.
3. Use the summary for a fast read; open the transcript or recording when you need the detail.

Why this matters

• Quality control — spot where the agent shines or struggles and tune its instructions and knowledge.
• Follow-up — catch a caller's request the agent captured and act on it.
• Records — keep a searchable history of customer conversations.

Placing an outbound call

The Calls tab is also where you start outbound calls — reminders, follow-ups, and re-engagement. See Outbound calling.

Privacy & retention

Recordings, transcripts, and caller data are stored securely, and retention is configurable. Make sure your use of call recording complies with the laws and consent requirements where you and your callers are located.

Frequently asked questions

When does a call appear? Right after it ends, with its recording, transcript, and summary attached.

Can I see a single caller's history? Yes — each call shows the numbers involved, so you can trace a caller's interactions.

Next step

See the big picture across all your calls in Analytics.