Call recordings
Every call, searchable, with the transcript
Every call, searchable, with the transcript.
What it does
One row per call, with the date and time, the number, what happened, and how long it took. Expand any row for a summary, the recording, and the full transcript.
Transferred calls have two recordings: the part with the AI, and the part with your person after the handoff.
Search takes either a phone number or a word. A number finds that caller regardless of how it was written down. A word searches inside the transcripts.
What it does not do
- It does not hold calls that never reached us. If your own line rang and somebody picked up, we never saw it.
- It does not keep a recording of an unanswered transfer. There is nothing to hear.
- It does not mark a call answered just because the network says so. A voicemail box picks up like a person; we do not count it.
Setting it up
Nothing to set up. It fills itself.
The one thing that matters
Search the transcripts before you change anything else.
Every improvement to your AI starts here. The questions it could not answer are your knowledge base gaps. The callers who hung up early tell you about your greeting. The transfers that failed tell you about your routing.
Search a word your customers use, read five calls, and you will know more than any dashboard can tell you.
Common mistakes
Only looking at the bad ones. The calls that went well show you what the AI already handles, which is what you can stop worrying about.
Judging by the badge alone. The badge says what happened mechanically. The transcript says whether the customer was actually helped.