Reviewing your calls

Every call your AI assistant answers appears in Call History. This article explains how to find a call, read what happened, and act on it.

Call History has two parts: The list on the left shows every call, newest first. Select any call to see its full details on the right. On a phone or a small tablet, the details open as a separate screen with a link back to the list.

This article deals with:

In the search box, type a phone number or a word or phrase from the conversation. Search looks at both the caller's number and what was said, so you can find a call by who rang or by what they wanted.
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Type at least three characters. Below that, your full list stays on screen.
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Above the filters, choose one of three tabs:

Select a filter to narrow the list. Select it again to turn it off. You can combine filters.

To filter on anything else, select Customise.

The Customise panel groups filters under headings including Date & time, Topic, Lead score, Sentiment, Outcome, Agent, Direction, Call source, Sensitive data, Action identified, and Data retention.

To filter your calls:

To remove every filter at once, select Clear all.

The call count above the list always reflects your current filters, so you can see how many calls match before you start reading.

Drag the divider between the list and the details to make either side wider. On a narrow screen, the list and the details take turns filling the screen instead.

Select a call in the list to open its details.

At the top you'll see the caller's number, the date and time of the call, and a reference for the conversation. Select Copy to copy the number to your clipboard.

If the caller rang from a different country to yours, their flag appears beside the number (to save you looking up their dialling code).

The Summary card gives you the topic of the call and a short account of what happened, written by AI immediately after the call ends.

Read this first. For most calls, it's all you need.

The Transcript card shows the conversation line by line. The caller's words are highlighted so you can scan their side quickly.

If the caller spoke a language other than English, the transcript is translated and the original appears below under Original transcript. Translation is done by AI, so check anything that matters against the recording.

If a transcript has passed its retention period, a message replaces it. See Data Retention.

Select the play button to listen to the call. Use the speed control to play back faster.

To save a copy, select Download.

Recordings are kept for a set period and then deleted. If the audio has passed that period, the card doesn't appear. See Data Retention.

The Call record card holds the facts of the call:

Calls from this number is useful context. A caller ringing for the fifth time this week may need a person rather than an assistant.

The Outcome card tells you whether the call did its job. Select What these outcomes mean at any time to see these definitions in the app.

A gap means a caller asked something your assistant couldn't handle. The card shows the question, a category, and the reason.

This might not be a problem for you. You might decide the question is out of scope for your assistant. We flag it anyway, because a question that comes up repeatedly is usually worth adding to your assistant's knowledge.

The question isn't always stored word for word. It's rewritten to make the gap easier to spot.

Tip: Filter by Outcome in the Customise panel to see all your gaps together. Patterns show up quickly.

Callers can say anything when they ring you, and everything they say is transcribed, analysed, and stored. Immediately after each call, we use AI to classify how sensitive the conversation was.

The Data & privacy card shows that classification. Expand the card to see what it means.

This classification also decides how long we keep the transcript. The more sensitive the call, the sooner it's deleted.

Select How we classify calls and how long we keep them to see the retention periods that apply to this call.

The card shows three separate periods:

When a period passes, that part of the record is deleted automatically. The rest of the call stays.

See Data Retention for the durations.

The Compliance card shows whether your assistant met its obligations on the call.

These disclosures are both legal requirements under the EU AI Act and GDPR. Review any call where a check didn't pass. There may be more industry-specific disclosures needed, and it is your responsibility to include these.

You can change how the assistant introduces calls on the Update First Phrase screen.

Note: If the caller hung up during the assistant's opening, these checks were never reached. The card says so. This isn't a fault with your assistant.

If your assistant sent an SMS during or after the call, it appears in the Messages card.

Each message shows:

If a message failed, the provider's reason appears below it. Contact [email protected] if messages fail repeatedly.

If your assistant connected to another system during the call — a calendar, a CRM, an order system — the Integrations card records what happened.

Each entry shows the integration and whether it returned Success or an error.

To see exactly what was sent and what came back, select Detail. This is mainly useful when something didn't work as expected and you're reporting it to us. It will probably look very technical to non-techies!

Notes are shared with everyone on your account, so use them to tell a colleague what happened or what you did next.

To add a note:

To change a note later, select Edit. The card shows when the note was last updated.

Archiving takes a call out of your Active list. It doesn't delete anything, and it doesn't mean the call is resolved — it just means you're finished with it for now.

To archive a call, select Archived on the toggle at the top right of the call. To bring it back, select Active.

Archiving applies to your whole account, so your colleagues see the change too.

Select the caller's number at the top of the call to ring them on your device. On a computer, select Copy instead and paste the number into your phone system.

Your browser might ask you to confirm before it starts the call.

If a number is a nuisance, select Block this caller at the bottom of the call, then select Yes, block.

Future calls from that number won't reach your assistant. This change is effective within a few minutes.

To see everything you've blocked, select Manage Blocked Numbers.

Email [email protected] with the conversations ID (this is in the header and starts with "conv_"), and we'll take a look.