Review call recordings, transcripts, and AI analysis

Use the call detail drawer to inspect available audio, transcripts, route events, and analysis.

A call’s recording, transcript, route, and analysis all hang off the call itself, so Call Log is where you review them — there is no separate recordings section to visit. Not every call has every artifact: recording policy, exemptions, processing state, and the analysis you have configured determine what appears.

Prerequisites

• Select the intended phone system and have access to its call records.
• Review Settings > Compliance before relying on recordings. Your organization is responsible for deciding which recording and disclosure settings are appropriate.
• Treat recordings and transcripts as sensitive customer information. Do not paste their contents, access links, or credentials into documentation feedback or the documentation assistant.

What decides whether a call has a recording

Four settings stack, and they are evaluated when the call starts rather than when you go looking:

Because the decision is frozen at the start of the call, changing any of them affects future calls only. Nothing here can produce a recording for a call that has already ended.

Inspect one call

1. Open Records > Call Log.
2. Choose the relevant time range and narrow the list by direction, outcome, category, handler, sentiment, tags, or a phone-number or Call SID search.
3. Select Per call for one row per complete call, or Per leg to inspect individual call segments.
4. Use the row controls to play or download a ready recording, or select the row to open its detail drawer.
5. On Overview, review participants, direction, status, outcome, timing, handler, route summary, tags, and related legs when present.
6. On Transcript, review speaker-labelled sentences when structured transcription exists, or the available plain transcript. The panel reports non-complete processing states.
7. On Timeline, inspect the recorded call events in order, including routing, ringing, voicemail, transfer, and error events that were captured for the call.
8. On Scoring, review available category, sentiment, business outcome, summary, and completed scorecards. Open detailed criterion scores only when a completed analysis provides them.

AI-produced classifications, summaries, and scores are derived review aids. Confirm important decisions against the recording, transcript, and your organization’s approved rubric.

Play and download audio

Playback and download both fetch a fresh, short-lived link at the moment you press the control, so nothing durable is handed to the browser and a link left sitting on screen does not stay usable. Playback retries once with a new link before reporting a failure. Only one row plays at a time.

Downloading saves the audio as an MP3 named after the recording. A download that stalls stops itself rather than hanging, so a slow connection can surface a failure you can simply retry.

Every playback and download of a recording is written to the account’s change history alongside ordinary configuration changes, because reading customer media is itself an event worth recording. Assume your administrators can see who listened to what.

When artifacts arrive

A call row exists as soon as the call does; its media and analysis catch up afterwards, in order:

1. The call ends and the row is complete.
2. The recording is archived and becomes playable.
3. The transcript is produced from that recording.
4. Classification, summary, sentiment, and scorecards run on the transcript.

Each stage can lag the one before it, which is why a call can be playable with no transcript, or transcribed with no scoring. Each panel reports its own state; an empty panel is not evidence that the call had no audio. Very short recordings are not transcribed at all.

Voicemail follows the same path. When a call ends in a mailbox, the message’s transcript and analysis are mirrored onto the call’s own record, so the call shows a voicemail outcome and carries the same text you would read on the Voicemails page.

Export a reviewed result set

Select Export CSV from Call Log to export the active filters. The report range and filters carry over from the page and are not editable in the dialog — close it and change them on the page instead.

• An all-time or open-ended range requires you to supply a finite start and end date before the file can be generated.
• Include transcripts adds a Transcript column carrying each call’s full transcript. Transcripts are large, so an export with them reaches the size limit sooner, and calls past the transcript retention window export with a blank transcript.
• The dialog checks the row count first and refuses a result set larger than the export limit. Narrow the filters or the date range and try again.

Expected result

The detail drawer shows only artifacts currently available for that call, while the list and CSV retain the active report scope and filters.

Troubleshooting

• Recording unavailable: Confirm recording is enabled for the applicable call direction and that the outside number is not covered by a recording exemption. New exemptions affect new calls; they do not remove existing recordings.
• No scoring details appear: The call may not have a completed analysis or a matching rubric. The drawer does not synthesize a score when analysis data is absent.
• CSV export is unavailable: Choose a finite date range, wait for the row-count check, and narrow a result set that exceeds the export limit.
• The exported Transcript column is blank for older calls: Those calls are past the transcript retention window. The rest of the row still exports normally.

To separate a call that was never recorded from audio that is still being prepared or that failed to play, work through Troubleshoot missing recordings and voicemail.

Related guidance

• Use call history and insights.
• Review compliance settings.
• Exempt phone numbers from call recording.
• Review and manage voicemail messages.
• Troubleshoot missing recordings and voicemail.