Calls and history

Every conversation your agents have is logged end to end: audio, transcript, summary, sentiment, and captured data. It's your raw material for improving scripts and auditing the operation.

Status and Goal: two different things

The list has two columns that answer different questions, and it is worth not mixing them up.

• Status — what happened to the *call*: Caller hung up, Agent ended the call, No answer, Busy, Voicemail, Silence (nobody spoke), Carrier failure… The colour follows: green if there was a conversation, amber if there was none, red if something failed.
• Goal — whether the agent achieved what it was asked to: Met (green), Not met (red) or Not evaluated (grey). It is an evaluation of what was said, not of the telephony.

That same vocabulary and those same colors are used in the Contacts tab of a campaign: a call cannot be named differently depending on where you look at it from. What campaigns add there is one extra piece of information of their own —the retry category— which is not the call status: it says which budget that person gets dialed again with. It is explained in Campaigns.

Live

The Live view shows calls in progress. The conversation appears while it is being spoken, word by word: you do not have to wait for the person to finish a sentence to start reading it.

Text that is still being said shows dimmer and with a cursor. When the sentence ends it settles (speech recognition corrects itself as it goes) and becomes final. Worth keeping in mind: a half-spoken sentence may still read as something different from what the person meant.

Above the conversation there is an indicator: Real time (green) when you are following the call word by word, and Per turn (grey) if that connection could not be established — in that case you still see everything, but each turn appears in full a few seconds after it ends.

The right-hand panel also shows what the agent is doing at each moment: listening, thinking or speaking. That tells a silent customer apart from an agent working out its answer.

Following a call is read-only text: the audio is not listened to, and neither the customer nor the agent is aware that someone is watching. If you need to step in, you can hang up the call or transfer it to a person right then and there.

The list keeps itself current: a call appears when it comes in and disappears when it ends, with no page reload. If you were looking at that call's detail, it does not close on you: the header switches to Ended with the reason (caller hung up, no answer, voicemail) and the duration freezes at what the call actually lasted. The clock only runs while the call is live.

From the Dashboard you can also click a call in progress and land directly on it in this view.

The details of every call

• Full transcript — the conversation word for word, with who said what and when. If the customer cut the agent off mid-sentence, that turn is tagged cut off; and a "yes" or "uh-huh" the customer said while the agent was talking shows up dimmed with the note acknowledged, since it did not call for a reply.
• Automatic summary — two lines that save you from listening to the whole call.
• Post-call analysis — outcome (was the goal met?), sentiment, who answered (a person or voicemail), and the data you chose to capture.
• Action log — everything the agent did (when it transferred, when it hung up, and why).
• Visitor origin — for conversations that come in through the widget on your site, you will see the country and a partial internet address. It helps you tell whether several enquiries came from the same person.

Where each conversation came from

In the history list, the Number column tells you the origin for all three kinds of conversation: the phone number for calls, and the country for sessions that come in through the widget on your website.

The internet address is shown partially (for example 181.51.x.x). That is deliberate: it is enough to notice that six enquiries are from the same person, or that something odd is going on, without handing you a complete personal detail you do not need. If an abuse case ever had to be investigated, the platform team has the exact value.

Recordings

1. 1
   Enable recording per agent

   In the agent editor → Deploy. You can set how many days recordings are kept, according to your policy.

2. 2
   Listen to it in the call details

   The player is in the right-hand panel, with a progress bar to jump to any moment.

3. 3
   Download it with a useful filename

   The file downloads as 573001234567_Nombre Cliente_2026-07-25_13-57.mp3 — phone number, contact name (if the call carried that variable), and date. It plays on any device, including iPhone and WhatsApp.

Recordings are stored as MP3: the format that opens everywhere without asking for anything special (iPhone, Android, Windows, WhatsApp) and that every CRM accepts. Recordings made before this change may use another format; they still play and download the same way.

Bulk export and download

When you need many calls at once — for an audit, to feed your CRM, or so the quality team can listen to a batch — you don't have to download them one by one.

1. 1
   Pick what you want

   Tick calls with the checkboxes on the left, or filter (date, agent, search) and use Select all N matching the filters. Shift + click marks a whole range at once.

2. 2
   Export the data

   The Export -> Export data button generates a CSV or Excel sheet with the full call: date, agent, number, duration, Status, Goal, disposition, summary, sentiment, transcript, and the input and output data of each call as its own columns.

3. 3
   Or download the audio

   The Download recordings button builds an archive with the selected recordings. It also includes the data sheet and a list of anything that could not be included, so every file is traceable to its call.

Large downloads are generated in the background: you can keep working and we let you know when they are ready. Each file stays available for a few days and is then deleted automatically, since it holds your customer data and there is no reason for it to linger.