Review recordings and transcripts

Open a call record

Use Call Logs to filter by status, outcome, campaign, agent, date, or contact. Open a completed call to inspect the available recording, transcript, summary, and contact details.

Compare audio with the transcript

1. 1
   Listen to the call

   Notice the greeting, silence, interruptions, and audio quality.

2. 2
   Read the transcript

   Compare both sides of the conversation with the recording.

3. 3
   Check the outcome

   Confirm the disposition matches what the caller said and what the agent did.

4. 4
   Capture a follow-up

   Use the call record and connected CRM workflow to continue the work.

When a recording is not ready

A call status can update before its recording finishes processing. Refresh the call record after the provider callback and recording processing complete. If a recording remains missing, share the call ID and approximate time with support.

Recording access

Recordings and transcripts contain customer information. Access depends on workspace permissions. Share recordings only with teammates who need them for call review.