Call insights & transcripts

Recordings, transcripts, summaries and what to do with them.

Open Calls, then any call.

What each call carries

Recording — the audio, if recording is enabled on that number.

Transcript — the words, speaker-separated and searchable.

Summary — the AI's write-up of what happened.

Collected fields — the structured data captured during the call.

Qualification — the score and reasoning, on AI-handled calls.

Use the summary first

Read the summary. Open the transcript when you need exact wording. Play the recording only when tone matters — a complaint, a dispute, or coaching someone on the call.

Listening to recordings as a default is the slowest possible way to work through your calls.

Searching transcripts

Transcripts are searchable, which is where a lot of the value sits. You can find every call where a competitor was mentioned, where a specific product came up, or where someone asked for something you do not offer.

That last search is the most useful thing on this page. A pattern of callers asking for something you do not sell is direct evidence of demand, and it never shows up in a dashboard of call counts.

What to do with what you find

Questions the assistant could not answer → add them to Additional knowledge.

Terms it mishears → add them under Specialized terms in Scenarios & call types.

Objections that keep coming up → answer them on your website, before the call.

Calls escalating that should not → the assistant is missing knowledge, not judgement.

Call outcomes

Record what a call led to. You can write outcomes back through the API, including the money the call produced — see Webhook events and Conversions.

This is what turns a call log into a report about revenue rather than activity.

Accuracy

Transcription is good but not perfect. Accents, crosstalk, background noise and poor line quality all degrade it. Treat a transcript as a reliable guide and the recording as the record of what was actually said.

Retention and access

Recordings and transcripts are personal data. Access follows your team's roles — see Team & roles — and your obligations on consent and deletion are covered in Recording, consent & AI disclosure.