Reading call transcripts and playing recordings

Call detail page

Click any call from the Inbox to open its detail view. Here you will find:

Transcript

A full conversation transcript with speaker labels (caller vs. agent). Read exactly what was said during the call.

Recording playback

If call recording is enabled on the agent, a playback control lets you listen to the full audio. Recordings are stored securely in Cloudflare R2.

Voicemail

If the caller left a voicemail, the transcription appears here along with the audio.

Tools used

If the agent performed actions during the call (booked an appointment, captured an order, submitted a form), those tool invocations are listed.

Knowledge citations

If the agent referenced uploaded knowledge documents to answer a question, the specific citations are shown so you can verify accuracy.

Metadata

• Call duration

• Date and time

• Caller number

• Outcome status

• Which agent handled it