What Is Captured

• Audio recording. A single audio file containing both sides of the call, uploaded after the call ends.
  

• Conversation transcript. A turn-by-turn log of what the caller said and what the agent said, including any tool calls the agent made and their results.
  

• Call summary. A short, AI-generated summary of the call — what the caller wanted, what happened, and the outcome.
  
• Call metadata. Caller number, start and end times, total duration, outcome (booked / transferred / ended), and any data the agent collected (name, email, appointment slot, custom fields).
  

Where to Find It

1. Open the agent and go to the Call History. Every completed call appears here with caller number, time, duration, and a short summary.
   
2. Click a call to open its detail view. You will see the full transcript alongside a player for the audio recording.
   
3. To export or share a specific call, use the download controls in the detail view.
   

Recordings are retained for your configured retention period (30 days by default on standard plans). Transcripts and summaries are retained longer.

Using Recordings Well

Recordings are not only for audits. A few high-value uses:

• Agent tuning. Listen to five to ten real calls a week in the first month. You will catch prompt gaps, awkward phrasings, and mis-triggered transfers faster than any test call.
• Handling edge cases. When a caller complains or a conversation went off the rails, the recording is the ground truth.
• Training. Staff who handle transfers benefit from hearing how the agent set the call up.
• Compliance. Recording-backed summaries give you a defensible record of what was said on any call.
  

The System Events/transcripts

The system events are structured, not a plain dump. It separates:

• Caller turns — transcribed from what the caller said.
• Agent turns — the exact text the agent spoke.
• Tool calls — when the agent looked something up (Knowledge Base search, calendar check, MCP tool), what it searched for, and what came back.
• Flow transitions — if the agent uses Flows, the state it moved through.

This makes the transcript useful for debugging. If the agent gave a wrong answer, you can usually see whether the lookup actually ran and what it returned.

The Summary

The summary is generated by an LLM right after the call ends. It is short by design — a few sentences that capture what happened.

• Scanning a long list of calls to find the ones that matter.
• Feeding into CRM notes or Slack alerts via Zapier (see Zapier Post-Call Automation).
• Giving a human picking up a transferred call the context of what was already discussed.

Summaries are best-effort. For anything compliance-sensitive, read the transcript or listen to the recording rather than trusting the summary alone.

Privacy and Retention

• Recordings and transcripts are stored encrypted.
• Access is limited to users with permission on the agent.
• Retention periods are set at the tenant level. If you need to change them for compliance reasons, contact support.
• If a caller asks you to delete a specific call, contact support with the call ID — we can remove it from storage.

Sharing a Call Externally

To share a call with someone outside the platform — a vendor, a lawyer, a customer — download the audio file and the transcript from the call detail view and send those. Do not share your internal call view URL; other users may not have access.