Conversations & Recordings

Every call your voice agents handle is captured here — the recording, the full word-for-word transcript, who called, how long it lasted, what it cost, and how it ended. The Conversations page is your searchable archive of every conversation across every agent, and clicking any call opens a detail panel where you can listen back, read the transcript, and review exactly what your agent collected. This guide explains how to find, review, export, and learn from your conversations.

In this guide

• What the Conversations page is and how to get to it
• The call list: columns, status dots, and what each row tells you
• Searching and filtering (agent, direction, duration, date range)
• Opening a call: the call detail panel
• Listening to recordings with the audio player
• Reading the transcript (and what to do when there isn't one)
• The Call Summary tab — what your agent captured during the call
• The Context tab — starting variables, usage, cost, and annotations
• Exactly what is stored for each call
• Caller profiles and memory — the history behind a phone number
• Exporting conversations to CSV and sharing recordings
• Common workflows and tips for getting value out of your calls

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1. Getting to the Conversations page

The Conversations page lives in the Voice section of your portal.

1. Open the Voice hub from the main navigation.
2. In the left-hand Voice menu, click Conversations (the speech-bubbles icon).
3. The page opens at …/voice/conversations and immediately starts loading your most recent calls.

Note: Conversations is part of the analytics feature set. If your plan or account does not include analytics, the page shows a feature notice instead of the call list. If you expect to see it and don't, contact your account administrator.

When the page first loads you'll see a row of shimmering placeholder lines — that's the list loading. Within a moment your real calls appear, newest first.

What the page header shows

At the top of the page:

• Conversations — the page title.
• A subtitle: "All call recordings and transcripts across every agent".
• A live total once data loads, e.g. "1,284 total" — the number of calls currently held in the list.
• Two action buttons on the right: Refresh and Export CSV (covered later).

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2. The call list

Each call is a single row. Reading left to right, here is what every part of the row means.

Direction at a glance

The coloured dot on the left lets you scan call types quickly:

Sorting and order

The list is always shown newest first — the most recent call sits at the top. There is no manual sort control on this page; use the Date range filter to narrow to the period you care about instead.

How many calls load

The page loads your recent history in bulk (up to a couple of hundred of your latest calls) and then filters and paginates them in your browser, so searching and filtering feel instant. If you need to dig further back than the loaded window, use Export CSV for the complete record, or narrow with the date filter and refresh.

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3. Searching and filtering

The filter strip sits directly under the header. It has a search box and four filter pills. You can combine any of them — results update live as you type or choose.

3.1 Search box

Type into the box labelled "Search agent, number, disposition…". The search looks across:

• Agent / workflow name
• The internal name of the run
• Caller number
• Called number
• Disposition (outcome)

Search is case-insensitive and matches partial text, so typing 900123 finds any call involving that number and typing book finds calls with a "Booked" disposition. Click the ✕ inside the box to clear it.

3.2 Agent filter

The All agents pill lets you focus on a single agent. Click it, then pick an agent from the list. The list is built automatically from the agents that appear in your loaded calls. Choose All agents again to clear it.

3.3 Direction filter

The All directions pill filters by call type:

3.4 Duration filter

The Any duration pill filters by how long calls lasted:

This is useful for spotting very short calls (hang-ups, wrong numbers) or unusually long ones that may need review.

3.5 Date range filter

The Date range pill opens a calendar where you can:

1. Click a start date, then click an end date to select a range. The selected range highlights between the two dates.
2. Or click a quick preset along the bottom: Today, 7 days, 30 days, or 90 days.
3. Click Clear (or the ✕ on the pill) to remove the date filter.

Once a range is chosen, the pill shows a friendly label such as "1 Jun – 27 Jun" or "From 1 Jun".

3.6 Active filters and result count

When any filter is active:

• A small "N active" counter appears at the end of the filter row.
• A breadcrumb of filter chips shows each active filter (Agent, Direction, Duration, Dates). Click the ✕ on a chip to remove just that filter, or use Clear all to reset everything.
• A live result count appears below, e.g. "37 results".

3.7 When nothing matches

If your filters exclude every call, the list shows a friendly empty state — "No matching conversations" — with a Clear all filters link to start again. If you simply have no calls yet, it reads "No conversations yet — Conversations will appear here once your agents start receiving calls."

3.8 Pagination

Results are shown 25 at a time. At the bottom of the table you'll see:

• A range indicator: "1–25 of 1,284".
• ← Prev and Next → buttons, plus the current page (e.g. 1 / 52).

Changing any filter or search resets you to page 1.

3.9 Refreshing

Click Refresh in the header to pull the latest calls without reloading the page. The icon spins while it works. New calls usually appear here shortly after a conversation finishes.

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4. Opening a call — the detail panel

Click any row in the list to open the call detail panel. It slides in from the right and overlays the page (the list stays behind it). Click the ✕ in the top corner, click outside the panel, or press the panel's close control to dismiss it.

The panel loads the full details for that call the moment it opens, so you may briefly see placeholder shimmer before the transcript and recording appear.

Panel header

At the top of the panel you'll see:

• Agent / call name — the title of the conversation.
• A line of metadata: the call reference (#48211), the date, and the time.
• A row of chips summarising the call:

• A Recording player (if a recording exists) — see the next section.

Below the header are three tabs: Transcript, Call Summary, and Context.

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5. Listening to recordings

If a recording was saved for the call, the Recording player appears in the panel header.

Using the audio player

The player loads the audio only when you first press play, so opening a call is fast even on a slow connection. Opening a different call automatically resets the player.

Tip: Click along the progress bar to skip to the part of the call you care about — for example, jumping to the end to hear how the agent closed.

If no recording was saved, the Recording player simply doesn't appear. Recordings are only stored for calls where recording is enabled and a recording was produced.

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6. The Transcript tab

The Transcript tab is open by default. It shows the conversation as a chat thread:

• Agent messages are labelled A and aligned to the left.
• Caller (user) messages are labelled U and aligned to the right.
• Hover over any message to reveal its timestamp (hours, minutes, seconds).

The transcript is built for long calls — even very lengthy conversations scroll smoothly because only the visible portion is rendered at a time.

When the transcript is in a different format

Most transcripts appear as the clean chat bubbles described above. If a transcript was stored as plain text rather than structured turns, the panel shows it as readable text instead. Either way you get the full conversation.

When there's no transcript

If no transcript is available, the tab shows:

No transcript available for this call. Saved for calls with a connected STT provider.

"STT" means speech-to-text — the service that turns spoken audio into written words. Transcripts are only produced when that service is connected and the call actually contained speech. You can still listen to the recording even when there's no transcript.

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7. The Call Summary tab

The Call Summary tab shows the structured information your agent gathered during the conversation — the data points it was set up to collect and confirm. This is the fastest way to see "what happened" without reading the whole transcript.

What appears here depends entirely on how the agent was configured. Typical examples include:

• Caller name
• Reason for calling
• Whether an appointment was booked, and for when
• A short summary of the conversation
• Any answers the agent was asked to capture (e.g. policy number, address, preferred callback time)

Each item is shown as a clean label-and-value row. Values are formatted helpfully:

If the agent didn't capture any structured data on this call, the tab reads "No summary data for this call." The tab is greyed out and not clickable when there's nothing to show.

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8. The Context tab

The Context tab is where you'll find the technical and commercial details of the call. It can contain up to three sections, depending on the call.

8.1 Initial Variables

These are the values that were known or passed in before the conversation started — the agent's starting context. For an outbound reminder call, for example, this might include the customer's name and appointment time that were fed into the call. Each variable is listed as a label-and-value row.

8.2 Usage & Cost

A set of cards summarising what the call consumed:

These let you understand the cost of an individual conversation — handy for spotting unusually expensive calls or sanity-checking your billing.

8.3 Annotations

If any annotations were attached to the call (notes, labels, or extra metadata recorded against the run), they appear here as a label-and-value table. Many calls won't have annotations, in which case this section is hidden.

If none of these sections have data, the tab reads "No context data for this call."

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9. What is captured for each call

Behind every row, the platform stores a rich record. Here's the full picture of what's available, and on which tab you'll find it.

Where do dispositions come from? A disposition is the labelled outcome of a call (e.g. Booked, No answer, Voicemail). The available disposition labels are defined in each agent's settings, and the agent records one as the call ends. Calls without a recorded outcome show —.

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10. Caller profiles & memory

Conversations are about individual calls. Caller memory is the bigger picture: everything the platform remembers about a person across all of their calls. When memory is enabled for an agent, each completed call updates a profile keyed to the caller's phone number, so a repeat caller is recognised and their history is available.

Caller profiles are viewed from the Caller Memory view (in the Command Centre / Call Centre area), where callers are listed in a table. Clicking a caller opens the caller profile panel on the right.

10.1 What the caller profile shows

Sentiment is shown as a coloured pill — for example green for Positive, red for Angry or Frustrated, and neutral grey otherwise. It reflects how the caller seemed on their last call.

10.2 Editing notes on a caller

1. Open the caller's profile.
2. In the Notes card, click Edit.
3. Type your note in the text box (for example, "VIP customer — always offer priority slots").
4. Click Save. Your note is stored against that caller and will be there next time they call. Click Cancel to discard changes.

10.3 Clearing a caller's memory

At the bottom of the profile there's a Clear Memory button. This permanently deletes the stored profile for that caller (their history, facts, and notes).

1. Click Clear Memory.
2. The button changes to Confirm Delete — click it again to confirm, or Cancel to back out.

Use this when a caller asks to be forgotten or you need to remove an incorrect record. It cannot be undone.

Note: Some details (such as flagged sensitive data) are only visible to administrators. As a regular user you'll see the caller's name, contact details, preferences, general facts, history, and notes.

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11. Exporting & sharing

11.1 Export to CSV

To get a spreadsheet of your conversations:

1. Click Export CSV in the header.
2. The button shows "Exporting…" while the file is prepared.
3. A file named conversations_YYYY-MM-DD.csv (today's date) downloads automatically.

The export contains your conversation records and can be opened in Excel, Google Sheets, or Numbers for reporting, sharing with colleagues, or your own analysis. If the export fails, you'll see a brief error message — try again, and contact support if it persists.

Tip: The export gives you the complete record, which is the best way to analyse periods further back than the page's on-screen window.

11.2 Sharing a recording

To share a single call's audio:

1. Open the call.
2. In the Recording player, click the Download (⤓) button to save the audio file.
3. Send that file however you normally share files (email, chat, etc.).

Recordings and transcripts may also have shareable links generated for them where enabled, allowing a colleague to listen without logging in. If you need link-based sharing turned on, ask your administrator.

Privacy reminder: Recordings and transcripts can contain personal information. Only share them with people who are entitled to hear them, and follow your organisation's data-handling rules.

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12. Common workflows

Review yesterday's calls

1. Open Conversations.
2. Click Date range → Today (or pick the day you want).
3. Scan the Outcome column for anything unexpected.
4. Click into any call to listen and read the transcript.

Find every call from one customer

1. Type the customer's phone number into the search box.
2. Every call involving that number appears.
3. Open any of them, or view the customer's full history in their caller profile.

Check how a specific agent is performing

1. Click the All agents pill and select the agent.
2. Optionally add a Date range.
3. Review outcomes and durations; open a few calls to hear how the agent handled them.

Audit short or dropped calls

1. Set Duration to Under 1 min.
2. Look for patterns — repeated hang-ups, wrong numbers, or an agent ending calls too early.
3. Listen to a sample to understand why.

Quality-check a booking

1. Search for the disposition (e.g. booked) or filter by agent.
2. Open the call and check the Call Summary tab to confirm the agent captured the right details.
3. Cross-check against the Transcript and Recording if anything looks off.

Pull a monthly report

1. Set Date range to the month you need.
2. Click Export CSV.
3. Open the file in your spreadsheet tool and summarise as needed.

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13. Tips & good practice

• Use the recording dot on the right of each row to spot at a glance which calls have audio/transcripts to review.
• Combine filters — e.g. one agent + inbound + last 7 days — to zero in quickly. The "N active" counter and chips show exactly what's applied.
• Click the progress bar to skip straight to the relevant moment in a recording rather than listening from the start.
• Read the Call Summary first. It's the quickest way to understand a call without playing the whole recording.
• Add notes to repeat callers so your team has context the next time that person calls.
• Refresh after a call finishes if you don't see it yet — there can be a short delay while the recording and transcript are saved.
• Export regularly if you need long-term records, since the page focuses on your most recent conversations.

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14. Frequently asked questions

Why does a call have no recording or transcript? Recordings are only saved when recording is enabled and audio was produced; transcripts only when speech-to-text is connected and the call contained speech. Very short or failed calls may have neither.

Why is the Outcome column blank? No disposition was recorded for that call. Dispositions are set as the call ends, based on the labels configured for the agent.

What's the difference between "Call Summary" and "Context"? Call Summary is what the agent learned during the call (the data it collected). Context is the surrounding detail — the variables it started with, plus usage, cost, and any annotations.

Can I edit a transcript or recording? No. Transcripts and recordings are read-only records of what actually happened. You can add notes to a caller's profile, but the call itself can't be altered.

Why don't I see very old calls? The page loads your most recent conversations for speed. For older records, narrow the date range or use Export CSV for the full history.

Who can see sensitive caller data? Certain sensitive fields in caller memory are restricted to administrators. Standard profile details (name, contact, history, notes) are available to you.

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AI call scoring — the five dimensions

On Growth plans and above, every completed call is scored automatically within a couple of seconds of hanging up. Scoring runs across five dimensions, all stored against the conversation and rolled up into Analytics:

A short AI summary (3–5 key points in plain English) is also extracted from the transcript and stored instantly, so you can scan what happened without replaying the recording. Summaries, scores, and outcome tags all sync straight into the Client CRM against the caller's profile.