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.
Where to find it
Essentials › Phone call history (Easy mode)
Open this screenSteps
- In Easy mode, open “Phone call history” under Essentials and find the call.
- Press “Play recording”; the player opens on the card.
- Press “Transcript” under the recording to read who said what and when (caller, AI agent or staff).
- Press “Transcript with speakers” to label the voices on the recording (see the speaker labels how-to).
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Play recording | Plays the call's recording. Owners and admins only. | — |
| Transcript | The recording's words with speaker and time. Shown only when the call kept a transcript and you may play the recording. | — |
Troubleshooting
“A recording exists. An owner or admin can play it.”
Your role cannot play recordings. Ask an owner or admin.
“No recording for this call”
The phone service sent no recording for this call, or it has been removed.
“The recording could not be opened.”
The recording could not be fetched right now. Try again later.
The Transcript button disappeared after I pressed it.
The transcript is past its retention period or you may not read it, so the section is taken away rather than shown empty.
Tips
- In Full mode's Call log, open a call to read its transcript and the speaker-labelled transcript of its recording.
Good to know
- Transcripts are kept only as long as your transcript retention rule (set under Governance); turn-by-turn conversations for 30 days at most.
- There is no live-call recording while the call is still in progress.
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.
- 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.
- 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.