Call Logs — Listen, Review & Add Notes for Every Call

Call Logs is the complete record of every call your AI Agent has handled. Each call is automatically logged — no setup needed — and Business users can open any log to listen to the recording, read the transcript, see the caller's matched contacts, and add notes, all from a single screen.

The Call Logs list

The list shows every call the agent has answered or placed, with quick-scan columns:

• Source — the caller number, or Personalized Link when the call came from a shared agent link.

• Call Status — Queue, Ongoing, Completed, or Error.

• Date & Time — when the call happened.

• Direction — Inbound or Outbound.

• Duration — total call length.

• End Reason — why the call ended (User Hangup, Agent Hangup, No Answer, Silence Timeout, Transferred, Agent Transferred, Error, etc.).

• Action — play the recording or download it. Additionally, you can archive the call log as well

Use the date range, Source filter and Search by number bar at the top to narrow the list.

Where do recordings come from?

Call logs are always created automatically. Call recordings (the playable audio) are only captured when the Call recordings toggle is turned on in the agent's Identity view.

Opening a call — the Call Recording modal

Click the play icon on any row to open the full call view. Everything about that call lives on one screen.

Signals (left)

Signals capture how the caller felt about your service on this call — sentiment, severity, keywords, the workflows the agent ran, and the tasks it completed. Keywords and other signal values follow whatever you've set up in Signals, so the more you configure there, the richer this panel becomes.

Associated Records (middle)

Every contact in your system that matches the caller's number is shown here — so if two family members share a phone, you'll see both. Each card shows name, email, extension, alternate phone numbers and date of birth, giving you full context on who is calling.

Notes (middle, below records)

Add a note tied to this caller's contact directly from the call screen. Notes are saved against the contact, so the next time the same person calls you and your team have the history right there. You can edit or delete existing notes from the same panel.

Call Information (Right)

• Calls dropdown — The Calls dropdown lets you switch between every previous call from the same caller without leaving the Call Log.

  You can review:

  • Recordings

  • AI summaries

  • Transcripts

  • Notifications

  • Call details

  for any previous interaction with that caller from a single screen.

• Call Direction - Next to the Calls dropdown is the Call Direction indicator.

  It shows whether the selected call was:

  • Inbound – The customer called your business.

  • Outbound – The AI agent or your business placed the call to the customer.

• Notifications - The Notifications icon opens a complete history of messages that were automatically sent during or after the call.

  

  The Notifications panel displays:

  • SMS and Email notifications

  • Whether the recipient was the Customer or an Operator

  • When the notification was sent (During Call or Post Call)

  • Delivery status

  • Recipient information

  • The complete message content

  • Date and time the notification was sent

  This provides a complete audit trail of all automated communications generated from the call.

• End Reason - The End Reason badge indicates how the selected call ended.

  Depending on the conversation outcome.

• Recording player — The recording player allows you to review the conversation.

  Available controls include:

  • Play and pause

  • Skip forward or backward

  • Seek through the recording

  • Adjust playback volume

  • Download the audio recording

• Call Summary — a short AI-generated summary of what the call was about.

• Transcript — The transcript provides a complete turn-by-turn record of the conversation between the caller, the AI agent, and any internal system actions that occurred during the call.

  

  In addition to the spoken conversation, the transcript also includes tool invocations and tool results, giving complete visibility into how the AI processed requests behind the scenes. You can review:

  • Customer and AI agent messages in chronological order.

  • Timestamps for each interaction.

  • Tool Invocation entries showing when the AI called an internal function (for example, searching for a patient, booking an appointment, or updating a record).

  • Tool Result entries showing the response returned by that function, helping explain why the AI took a particular action.

  • Download the complete transcript using the Download Transcript option for auditing, troubleshooting, or record keeping.

Frequently Asked Questions