Calls, transcripts, and recordings

Where can I see my calls and transcripts?

Open Calls in the dashboard. Every conversation your agents handle lands there: inbound, outbound, campaign calls, and web calls. Open any call to read the full transcript turn by turn.

What analysis does each call get?

• A short summary of what happened on the call.
• Caller sentiment (positive, neutral, or negative).
• The call outcome and whether the agent's goal was achieved.
• Duration, direction, the agent that handled it, and the caller number.

Are calls recorded?

Phone calls can be recorded and played back from the call's page in the dashboard. Recordings are stored privately and are only accessible from your account.

Recording laws differ by region. It is your responsibility to tell callers they are being recorded where the law requires it; the easiest way is one line in your agent's greeting.