Reading a call: transcript, summary and outcome

Every call your assistants handle is saved under Calls with a full transcript, a short summary, an outcome and any details the assistant collected. This article explains what you see on a call's page and how to find the calls you need.

The Calls page

Open Calls to see every conversation your assistants had, newest first. Each row shows the caller, the call status, the outcome, the assistant, the start of the summary, the duration and when the call took place. A small label next to the caller shows where the call ran: Phone, WhatsApp, Website widget or Browser test.

Click a row to open the call.

Filter and search

Use the controls above the list to narrow it down:

• Search number, name, summary: finds calls by phone number, caller name or words in the summary.
• Period: Today, Last 7 days, Last 30 days (the default), Last 90 days or All time.
• Status: for example Completed, No answer, Busy or Failed.
• Direction: Inbound, Outbound, or both.
• Assistant: calls handled by one assistant.

Click Clear to reset all filters.

Export to CSV

Click Export CSV to download the calls that match your current search, period, status, direction and assistant filters. The file includes the date and time, direction, status, outcome, caller sentiment, caller name, numbers, assistant, duration, billable minutes, summary, extracted details and any error. Times use your workspace's time zone.

The call page

Header

At the top you see the caller's name or number, followed by badges for the status, the direction, the channel, the outcome and the caller's sentiment (positive, neutral or negative). Test calls are marked Test call.

Buttons at the top:

• Call back: the assistant calls the person back.
• Re-summarize: writes the summary, outcome and details again from the transcript.
• More (three dots): download the transcript or recording, block or unblock the caller's number, or delete the call.

While a call is still in progress, you see Take over and Hang up instead. Take over transfers the live call to the phone number in your profile, so the caller hears you instead of the assistant.

Transcript

The Transcript card shows the conversation turn by turn, with the time of each turn. Actions the assistant took during the call, such as checking availability or booking an appointment, appear between the turns. If the call was recorded, an audio player sits at the top of the card. During a live call the transcript appears in real time.

Summary and extracted details

The Summary card holds one to three sentences written after the call ends, with names, dates and next steps.

Below the summary you see the details the assistant collected. To choose these details, open the assistant, go to Abilities, switch on Collect information, and add a variable for each detail you want, such as an order number. Only values the caller actually said are filled in.

How the assistant did

The How the assistant did card gives the call a score from 1 to 10 for how well the assistant handled it:

When there is something to improve, up to three short notes explain what, for example not asking for the caller's name. Click See suggestions for your assistant to open the coaching suggestions. Spam calls are not scored.

Other cards

• Contact: the caller's contact record, with how many times they have called.
• Outcomes: appointments booked and inbox items created during the call, with links to each.
• Ask about this call: type a question, and it is answered from the transcript.
• Details: the assistant, the numbers, and when the call started and ended.

Outcomes

Each call gets one outcome after it ends:

Order placed and Reservation booked are set whenever an order or reservation was really made on the call. Calls marked Message taken, Callback requested or Voicemail also notify your team and appear in the inbox.

Common questions

The summary is empty. The summary is written shortly after the call ends. A call that ended before anyone spoke has no transcript or summary. Click Re-summarize to try again.

The outcome looks wrong. Click Re-summarize to analyse the transcript again. If your assistant regularly misses what callers want, review its instructions and abilities.

An outbound call says nobody answered, but the carrier reported it as answered. When the line connects but nobody speaks, the call is recorded as No answer.

The transcript is gone but the summary is still there. Your workspace keeps transcripts for a limited time, or uses zero retention. See Call recording and consent.