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.
Where to find it
Calls › AI call history, or “Conversation” in Inquiries, Call history and Tickets
Open this screenSteps
- Open the call: pick it in “AI call history”, or press “Conversation” on a call in Inquiries, in Easy mode's call history or in a ticket.
- Read the turns from top to bottom: each shows “Caller” or “AI agent”, what kind of line it was (for example “Greeting”), and the time.
- A “Voicemail message” left by the caller is shown at the end of the thread.
- Below, “Called again” entries show each call back placed from here and what became of it.
- Open “Edit history” to see every correction made to the agent's words: who, when, before and after.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Call again | Call the person back, from your own phone or by the AI agent (see “Call someone back”). | — |
| Open in Call history | Opens the same call in AI call history. | — |
| Recording available | Shown when the call has a recording. | — |
Troubleshooting
“No words were recorded for this call.”
Nothing said on that call was kept, for example a call that ended before anyone spoke, or one past the retention period.
“Only the caller's words were kept for this call. Calls from now on keep both sides.”
The call was made before both sides were kept. Newer calls show the agent's words too.
“This call could not be loaded.”
The call is not in your workspace's records, or it was removed. Reload and try again.
Tips
- Edited agent turns carry an “Edited by …” mark; hover over it to read the original words.
Good to know
- Turn-by-turn conversations are kept for 30 days at most, or less when your transcript retention rule is shorter.
Related how-tos
- 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.
- AI call history Go through your organisation's calls with each call's whole conversation beside the list.
- See what callers asked (Phone inquiries) Read, call by call, who phoned and what they asked on your line, and open the whole conversation.
- Play a recording and read its transcript Listen to a call's recording and read the transcript under it: what was said, who said it and when.