Call logs and summaries
Listen to the assistant's calls and read transcripts and summaries; where to find individual calls and the totals.
3 min read
Every call the assistant handles is on record: the audio recording, a transcript, a short summary and the outcome. Your agent reads the summary before calling back; you check how the assistant sounds by listening to a few calls at the end of the week.
In the contact's conversation
- Open Conversations in the left menu and select the contact. The assistant's calls appear as call cards in the same thread as other messages.
- Use the recording player to listen to the call.
- Summary: a few sentences covering the call, its outcome and the next step.
- Transcript: the written record of the call, the assistant and the caller line by line.
The same information is on the contact record's activity history and notes. For Conversations in general, see Calls and voicemail.
Tip
Don't listen to a long recording from start to finish. Read the summary first, then find the part you're curious about in the transcript. You'll usually know what happened within 30 seconds.
Sample summary
The call:
Elif: Atlas Emlak, this is Elif, the office assistant. How can I help?
Zeynep Arslan: I'm looking to rent a 2+1 in Beylikdüzü, up to thirty-five thousand.
Elif: When do you need to move?
Zeynep Arslan: Early November. We also have a cat.
Elif: Noted. We don't have a match for those criteria right now; shall Emre call you tomorrow?
The summary in the panel:
Tenant. Beylikdüzü 2+1, max 35,000 ₺/month, moving 1 Nov, 1 cat. No match yet; Emre Yılmaz to call back.
All calls: Dashboard & Logs
- Open the Dashboard & Logs tab under AI Agents → Voice AI.
- The boxes at the top show total calls, average duration, appointments and transfers for the selected period. You can view Inbound and Outbound calls separately and filter by date and assistant.
- Individual calls are listed below. Click a row to open its details.
The call details show the recording, the summary and the actions the assistant took: which fields were updated, which tags were added, who got a task, whether an appointment was booked. This is where you answer questions like "why didn't the assistant create a task for this person?"
For more detailed call reports, see the Reporting module: Call reporting.
How to use the logs
- Before calling back: the agent reads the summary and opens with "You mentioned you need to move in early November and have a cat." The caller doesn't have to repeat themselves.
- Weekly check: listen to 5–10 calls a week. If you spot wrong information, an unnecessary question or a missed opportunity, tell your consultant. See Testing and tuning.
- Team training: play a call that went well to your new agents as an example.
Important
Call recordings contain personal data. Limit access to the team members who need it, and let callers know they're being recorded. See Roles and permissions and Data privacy and KVKK.
Common issues
There's a summary but no recording. Very short calls, or calls that dropped while connecting, may not produce a recording.
The call is in the list but there's no contact record. The caller may have withheld their number. The call is kept as "unknown caller".
A word is wrong in the transcript. This can happen with neighbourhood and street names. Tell your consultant so the assistant can learn the place names that come up often.
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