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Calls

The Calls section is your central hub for reviewing every conversation your agents have handled. Browse call history, read transcripts, listen to recordings, and inspect call analysis data.

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Call List

Navigate to Monitor > Calls to see a paginated list of all calls.

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Columns

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Filters

The filter bar lets you narrow results using multiple criteria simultaneously:

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Advanced Filter

The advanced filter lets you build conditions on both call-level fields and call analysis fields, with full operator support — matching the same filter capabilities available in Analytics and Alerting. Call-level fields: Call Analysis fields are loaded dynamically from your agent configurations (e.g. sentiment, leadQuality, appointmentBooked). Available operators by field type: The Exists operator lets you filter for calls where a field has any value (“Has value”) or is empty (“Is empty”) — useful for filtering calls where a specific analysis field was or wasn’t extracted. You can add multiple conditions. Each condition is applied as an AND filter.

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Live vs. History Mode

Toggle between two modes using the Live / History switch:

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Export

Export your call data as a CSV file sent directly to your email.

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How to Export

1. Apply filters (date range, agents, search, advanced filters) to select the calls you want to export
2. Click the Export button in the top-right corner (visible when not in live mode and there are calls matching your filters)
3. In the export modal, select the fields to include in the CSV
4. Click Export CSV — the file will be generated and sent to your authenticated email address

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Exportable Fields

General fields: Call Analysis fields — all custom analysis fields configured on your agents are available for export. You can select individual fields or include all analysis fields at once.

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Limits & Delivery

• Exports are capped at 10,000 calls (most recent first based on applied filters)
• The CSV file is delivered as an email attachment to the authenticated user’s email address
• Transcriptions are excluded from exports to keep file sizes manageable
• Rate limit: 5 exports per minute per user

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Call Detail

Click any call to open the detail drawer:

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Workflow Journey Timeline

For calls handled by a workflow agent, a visual timeline appears at the top of the call detail. It shows each workflow node the call traversed during the conversation. The timeline is rendered as a segmented color bar where each segment’s width is proportional to the node’s duration. Hover over a segment to see detailed metrics in a tooltip. Click a segment to seek the audio recording to that point in the call. A legend below the bar lists each node with its color, name, and duration.

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Transcript

The complete conversation transcript showing each exchange:

• User — what the caller said (transcribed from audio)
• Assistant — what the agent said (generated by the LLM and spoken via TTS)

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Node Change Indicators (Workflow Calls)

For workflow agent calls, the transcript includes visual separators that mark when the conversation moved from one workflow node to another: These indicators appear inline within the transcript, showing exactly when each node transition occurred relative to the conversation. Each indicator displays the node name(s) and timestamp.

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Recording

Play the full audio recording of the call directly in the browser with playback controls.

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Call Analysis

If call analysis is configured for the agent, you’ll see extracted structured data:

• Text fields — free-form extracted information (e.g. summary, key points)
• Selector fields — categorized values (e.g. sentiment: positive, lead quality: hot)
• Number fields — numeric values (e.g. satisfaction score: 4.5)
• Boolean fields — yes/no determinations (e.g. appointment booked: true)

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Metadata

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API Access

Call data is available through the Public API for integration with CRMs, data warehouses, or custom dashboards.

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Chats

The Chats section works similarly to Calls but for text-based (web widget) conversations.

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Filters

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Chat Detail

Click a chat to see the full message history with timestamps, tool invocations, and knowledge base retrievals. If call analysis is configured for the agent, it runs automatically at the end of each chat session; the extracted data is stored on the chat record and can be used in analytics and filters.