Tap any call in Calls to open its detail panel. It shows a short AI summary, the full transcript and everything else the assistant recorded, so you rarely need to listen back or ask the caller to repeat themselves.
What's in the panel
From top to bottom:
- Header: the caller's name (or Unnamed caller), date and time, duration and the assistant that took the call.
- Chips: AI or Team (who the call went to first), the call status and, if there was one, the Forwarding result. See Call statuses explained.
- Tags: the tags on this call. You can add or remove them right here (see below).
- AI summary: one to three sentences on what the caller wanted, what the assistant did (for example a ticket it opened or a transfer it tried) and what's still open for your team.
- Ticket: if a ticket was opened, a "Ticket #… opened on this call" box with a Copy button. See Tickets from calls.
- Caller details: Name, Company, Email and Interest, when collected. Click the email to write to them.
- Customer satisfaction: stars, if the caller answered the survey.
- Call transcript: the whole conversation, the assistant's turns on the right and the caller's on the left.
Download the transcript
Click Download Transcript above the transcript to save it as a PDF. It's handy to attach to a ticket or share with someone who doesn't use the dashboard.
Add or remove tags
- Click the Tags field.
- Pick a tag from the list to add it, or click the x on a tag to remove it.
Changes save right away and the list refreshes. Only the tags of that call's assistant are offered. If you see This assistant has no tags, create some first: Tag your calls.
Mark as read
The button at the bottom says Mark as read or Mark as unread, depending on the call's current state. Clicking it closes the panel and updates the list.
Good to know
- The summary and tags are added a moment after the call ends. If you open a call that just finished, give it a few seconds and click Refresh in the list.
- The summary is written in the language the caller mostly spoke (Spanish or English). It's a guide for your team, so check the transcript before acting on details like amounts or dates.
- This call has no transcript. appears when the assistant didn't talk with the caller, for example when your team answered directly or the caller hung up right away. Those calls have no summary either.
- If a transcript line shows
[inaudible], the audio wasn't clear enough to transcribe. - Caller details only appear when contact capture is on for the assistant. See Contact details and CSV export.