Calls

A searchable log of every inbound and outbound call your agents handled. Each call opens a detail view with the AI summary and analysis, the full transcript, an event timeline, the recording, and any recording-consent decisions.

Where: left nav → Calls (/calls).

Find a call

Use the filter bar to narrow the list:

Direction — All / Inbound / Outbound.
Status — Completed, Failed, No Answer, Busy, In Progress, Ringing, Cancelled, Rejected, and more.
From / To Date — a date range.

The list reloads automatically as you change filters, and shows “Showing X of Y calls.” Click Clear to reset, or Refresh to reload.

Read a call

Each row shows the direction, time, from/to numbers, status, Sentiment, Outcome, and Duration (the billable duration). Click a row to open its detail, which has up to three tabs:

Overview — stat tiles (Talk Time, Status, Sentiment, Satisfaction /5) plus, when present: the Call Note, the AI Summary, Key Topics, Important Notes, Next Actions, Consent Decisions, and the Recording player.
Transcript — the verbatim conversation, colored by speaker (agent vs caller).
Timeline (if enabled for your plan) — a technical event stream: call start/end, tool executions, transfers, language changes and errors, each expandable.

Recording

In the Overview tab, click Load Recording to play the audio. The link is secure and expires after 15 minutes. Admins and owners also see a Delete recording option for compliance — this permanently removes the audio (the transcript and metadata are kept).

Steps

Open Calls; the newest calls load first.
Filter by direction, status or date to find the call.
Click it, read the AI Summary on Overview, open Transcript for the words, or Timeline for the technical sequence.
Click Load Recording to listen.

Tips

Sentiment, outcome and summary only appear after post-call AI analysis — unanalyzed calls show “—”.
Recording links are short-lived; if you hit a rate limit, wait a moment and retry.
Deleting a recording is permanent and admin/owner only.