AI call history
Go through your organisation's calls with each call's whole conversation beside the list.
Where to find it
Calls › AI call history (Easy mode: Voice › Call history)
Open this screenSteps
- Open “AI call history” under Calls (in Easy mode, “Call history” under Voice).
- Choose the period: “Today”, “This week” or “All”. The pill shows how many calls are listed.
- Pick a call on the left. Each row shows who called, a preview, the time, direction, line, result and, when known, the sentiment.
- On the right, read the call: the “Rule followed”, the summary, then every turn of the conversation.
- Use “Call again” to call back, “Edit” to correct an AI answer, or “Export CSV” to download the list.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Today / This week / All | The period the list covers. | All |
| Show test calls | Lists test calls marked “Test” among the real calls; open one to read its turns. | On |
| Export CSV | Downloads the latest 100 calls of the chosen period. | — |
Troubleshooting
“No calls yet.”
No call has reached your organisation's lines in that period. Choose “All”.
The header says “The knowledge base is not used on live calls yet.”
This service does not answer calls from the knowledge base yet; calls are listed all the same.
“The call history could not be loaded.”
Reload the page. A call you already opened stays open.
Tips
- A link ending in ?c=<number> opens one call directly; tickets and Inquiries use it for “Open in Call history”.
Good to know
- The list shows the latest 100 calls of the period.
- These are the same calls as the Call log, not a separate store.
Related how-tos
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- Correct what the AI agent said on a call Fix an answer your AI agent gave on a call and, if you want, save the corrected answer to the agent's knowledge base so it answers right next time.
- Call someone back (Call again) Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
- Export calls to CSV Download your calls as a spreadsheet file for your own records or analysis.
- Call history Every call on your workspace with who, when, how long, the result and the summary, and each call opened to read what was said.