Question 1

Where can I see my call history?

Accepted Answer

Go to Call Logs in the sidebar. The page shows a statistics dashboard with Total Calls, Completed Calls, Total Minutes, and Positive Sentiment count. Each call row shows AI Agent name, from/to phone numbers, duration, billing minutes, status, sentiment badges, and date/time. Click View Details on any call for more information.

Question 2

What information is available for each call?

Accepted Answer

Click on a call to see the details modal with: Call Information (from number, duration, status, sentiment), Recording (audio player and download button in MP3 format at $0.02 per download), AI Summary (auto-generated overview with copy button), and Full Transcript (complete conversation text with speaker labels and copy button).

Question 3

How do I filter my call logs?

Accepted Answer

Use the filters at the top of Call Logs. Filter by Status (All, Completed, No-answer, Busy, Failed), Sentiment (All, Positive, Neutral, Negative), Time Range (Last 7 days, Last 30 days, Last 90 days, All time), and Search by phone number, AI name, or transcript keywords.

Question 4

How do I download a call recording?

Accepted Answer

Go to Call Logs, find the call, click View Details, and click the Download Recording button. The MP3 file downloads to your device. Downloads cost $0.02 each, deducted from your balance. The file is named call-[callId]-recording.mp3.

Question 5

Are call recordings available?

Accepted Answer

Yes. Call recordings are available for all enterprise clients as full audio recordings in MP3 format. Retention is custom based on your enterprise agreement (typically 1 year or more). Download cost is $0.02 per download. Download important recordings before the retention period expires.

Question 6

What is the AI Summary?

Accepted Answer

The AI Summary is an automatically generated overview of each call including the main topic, key points discussed, outcome, and any action items or follow-ups needed. Click the copy button to copy the summary to your clipboard.

Question 7

What is Sentiment Analysis?

Accepted Answer

Sentiment Analysis automatically determines the emotional tone of each call. Positive (green) means the customer was happy or satisfied. Neutral (gray) means a standard inquiry with no strong emotions. Negative (red) means the customer was frustrated, angry, or dissatisfied. Use sentiment filtering to quickly find calls that need attention.

Question 8

What does each call status mean?

Accepted Answer

Completed means the call was answered and a conversation occurred. No-answer means the call rang but was not answered (timeout). Busy means the line was busy or the caller hung up quickly. Failed means a technical error prevented the call.

Question 9

How accurate is the transcript?

Accepted Answer

Transcripts are generated using speech-to-text AI with 90-95% typical accuracy. Accuracy depends on audio quality and connection, background noise levels, accents and speech patterns, and technical terminology used. If you notice consistent transcription issues, contact support.

Question 10

How is call duration calculated?

Accepted Answer

Call duration is measured from when the AI answers until the call ends, including AI speaking time, caller speaking time, hold/transfer time, and any silence during the call. Duration determines your per-minute charges.

Question 11

What is a 'minute' for billing purposes?

Accepted Answer

Billing minutes are rounded up to the nearest minute. For example, 30 seconds is billed as 1 minute, 1 minute 10 seconds is billed as 2 minutes, and exactly 5 minutes is billed as 5 minutes. This is standard telecom billing practice.

Question 12

How do I export my call data?

Accepted Answer

Current export options: Recordings can be downloaded as MP3 at $0.02 each. Transcripts and AI Summaries can be copied to clipboard for free. For bulk exports or API access, contact your account manager.

Question 13

How does pagination work?

Accepted Answer

Call Logs displays 20 calls per page, showing the range (e.g., 1-20 of 150). Navigate using Previous/Next buttons or direct page number navigation. Smart ellipsis is shown for large page counts. Filters reset pagination to page 1.

Question 14

Why do some calls show 'No-answer'?

Accepted Answer

No-answer typically means the caller hung up before the AI answered, the system was at concurrent call capacity, or a technical routing issue occurred. Check your concurrent call limit if you see many no-answer calls during busy periods.

Question 15

Can I edit or delete call records?

Accepted Answer

Call records are immutable for compliance and audit purposes. You cannot edit transcripts, delete individual calls, or modify call details. If you have compliance requirements that need special handling, contact support.

Question 16

Can I see real-time call activity?

Accepted Answer

Call Logs updates regularly with a slight delay (typically under 1 minute) before completed calls appear. For call performance insights, use the Analytics dashboard which shows call volume trends, average duration, sentiment breakdown, and employee performance.

Question 17

What are Voice Widget Logs?

Accepted Answer

Voice Widget conversations are tracked separately. Go to Voice > Logs to see agent name, status, duration, turn count, and costs. Expand rows to view transcripts. Filter by all, completed, or escalated. Voice widget conversations are billed per minute of wall-clock time, rounded up.

Question 18

What are Text Widget Logs?

Accepted Answer

Text Widget conversations are also tracked separately. Go to Text > Logs to see agent name, status, message count, and costs. Expand rows to view chat history. Filter by all, completed, or escalated. This view also tracks escalations to phone or ticket.

Question 19

Can I create a ticket from a call or widget conversation?

Accepted Answer

Yes. Tickets are created automatically when the AI cannot resolve an issue, when the customer requests a callback, or when follow-up is needed. Manually, go to Tickets, click Create Ticket, fill in customer info, issue type, and priority, and link to a call if applicable. Tickets track the source (call, voice widget, or text widget).

Question 20

How do I search for a specific call?

Accepted Answer

Use the search bar in Call Logs to find calls by phone number, employee name, or transcript content (keywords mentioned in calls). Search is real-time and looks across all calls within the selected time range.

Calls & Logs

Statistics Dashboard

Call List