Calls, recordings and transcripts
PreviewEvery call is stored with its status, recording, line-by-line transcript, answers, actions and outcome.
Every run creates a call record. It is the full story of one call, and the evidence behind every answer.
What a call record holds
| Part | What it shows |
|---|---|
| Status | Queued, ringing, in progress, completed, no answer, failed |
| Outcome | How the call ended, for example confirmed |
| Flow and version | Which flow ran, and which published version |
| Inputs | What the call started with |
| Consent record | The wording, time and place the shopper agreed |
| Recording | The whole call, playable in the app |
| Transcript | Line by line, with who spoke, the language and the time |
| Path | The steps the call went through, in order |
| Answers | Each typed value, by question. The shopper's words are in the transcript |
| Actions | Each action requested, its arguments, your system's reply and how long it took |
| Handoff | Whether a person joined, who, and when |
| Duration and charge | Talk time and what the call was charged. See Pricing and billing |
Call statuses
| Status | Meaning |
|---|---|
queued | Accepted, waiting for its time slot or a free line |
ringing | Dialling the shopper |
in_progress | The shopper answered |
completed | The call ended normally, with an outcome |
no_answer | Nobody answered after all retries |
failed | Not placed: no consent, outside calling hours, opted out or invalid number. The reason is shown |
Recordings and transcripts
The recording and transcript sit side by side: select a line in the transcript to jump to that moment, or select an answer to hear exactly how it was given. Recordings are stored in India. See Recordings and data for how long they are kept and how to delete them.
Next stepHuman handoffWhen a person takes over a call.