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Review, listen to, and coach your calls
Call History end-to-end: transcripts, recordings, live listen-in, and whispering instructions to your agent mid-call.
Every call — inbound, outbound, simulation, or widget session — lands
in Call History (/dashboard/call-history), newest first. This is
where you find out what your agent actually said, and where you can
step into a live call and steer it.
Find the call
The list filters by Date, Type, From, To, Agent, Outcome, Needs attention (calls flagged for a follow-up) and Business hours, and the Columns button controls what each row shows. The Outcome column carries the label the call report chose (the agent's own list, or Success / Failure), Summary the one-line summary, and Needs attention the follow-up reason. Phone numbers take labels (e.g. "Acme Corp") so recurring callers are recognizable at a glance. Click any row to open the call.
Set up call reports
Open the agent builder and expand Reporting. Next to Outcome labels, choose Edit. Use Suggest from prompt or write your own labels, and give each one a description under When to use it. Keep 2–12 labels, or choose Replace all → Success / Failure to restore the defaults.
Under Summary rules, choose Edit to add instructions for the report's wording, then Done. Test the draft with a browser call that includes a conversation. After grading finishes, open the call in Call History and check its outcome, summary and follow-up flag. Choose Deploy to apply the changes to production calls. For API setup, see agent reporting fields.
Label a phone number
Any number in the From or To column takes a label ("Aetna", "Main line", "Jack Morrison"): hover the number and choose the pencil. Labels are shared by everyone in the organization. They appear in Call History, on Home, in the Client Portal Calls table and in portal CSV exports. The From and To filters search labels too: type a label to pick every call from that party.
Read the conversation
The transcript shows every turn, word for word — including the agent's tool calls and their results. It's the fastest way to spot where the prompt needs tightening. Alongside it:
- View the exact prompt snapshot the call ran with (and download it) — what the agent was told, not what the agent is told today.
- Create test case — turn this conversation into a reusable simulation scenario.
Hear it back
Ended calls have a recording — scrub the waveform to replay any moment, or download the audio.
Listen in — live
While a call is in progress, the recording spot offers Listen in instead. Click it and you join the call silently: you hear everything, and nobody on the call hears you. Use it to watch a new prompt take its first real traffic, or to supervise a campaign as it runs. The Live page shows every in-progress call across the org, one click from the same experience.
Whisper — coach your agent mid-call
Once you're listening, a whisper bar appears. Whatever you type goes straight to your agent: the caller never hears it, and the agent follows the instruction live, mid-conversation.
Try one on your next simulation: wrap up the call politely. Or in
production: the caller is a VIP — offer the expedited option,
stop offering refunds, ask for their order number.
Whispers are first-class steering — private operator guidance of up to 500 characters per message. They show up in the call's internal history but never in the customer-facing transcript, and the agent treats them as instructions, not conversation.
Close the loop
Spotted a problem? File an issue on the call — issues carry severity and status and queue up for triage on the Issues page. Recurring themes across many calls are what Reports and Observability are for.
Delete a call
Owners and admins can permanently delete calls. Open a call and choose Delete call, or tick several calls in the list and choose Delete in the selection bar. Deleting removes the recording, transcript, summary, extracted data, grades and issue reports, and cannot be undone. It also deletes any validation examples made from the call; the confirmation says how many. A call that is still in progress, or whose billing is still being settled right after it ends, can't be deleted yet; try again in a few minutes.
Your billing history keeps the charge for each deleted call, without any of its content. To delete calls from your own systems, use the calls API.