Open a call and write it up
Read a call's summary and transcript in the Call log, and have a note, a follow-up email or an outcome drafted from it.
Where to find it
Calls › Call history › a call (Full mode)
Open this screenSteps
- In Full mode, open “Call history” under Calls and press a row or its “Transcript” button.
- Read the top line (direction, status, outcome, time, length and who handled it) and the “Summary”.
- When the call kept both sides turn by turn, the conversation is shown; “Call again” calls the person back.
- Under “Transcript”, read who said what and when. Where a masked version exists, “Hide card and phone numbers” is ticked; untick it to see the full text.
- Under “Write it up”, press “Draft a note”, “Draft a follow-up email” or “Suggest an outcome”, then “Copy it”. “What would be hidden” shows what a customer asking for their data would not see.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Agent talk time / Silence / Talked over | The share of words spoken by the agent, gaps longer than a natural pause, and moments both spoke at once. | — |
| Phrases flagged | Phrases from your phrase rules that were found in this call. | — |
| Hide card and phone numbers | Shows the transcript with card and phone numbers masked. | On |
| Script adherence | How many required script points were covered, and which were missed. | — |
Troubleshooting
“No transcript for this call. Transcripts are stored when the provider returns one, or when a recording is processed.”
This call has no stored transcript yet. Short or unanswered calls often have none.
A draft starts with “That did not work:”.
The draft could not be made; the reason follows. Try again later.
The draft says “Assembled from what is on record — no model is connected.”
No AI model is connected, so the draft was put together from the call's own record. Read it before using it.
Tips
- Drafts are suggestions: nothing is sent or saved until you copy and use it.
Good to know
- Drafts written by a connected model are marked “Written by the connected model.” and may need correcting.
Related how-tos
- 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.
- 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.
- Speaker labels: who said what See who spoke when in a call's or meeting's recording, by name for known voices, and correct a label.
- 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.