Every recorded call has its recording and transcript on the call's page, side by side, so you can jump straight to the part of the conversation you need instead of scrubbing through minutes of audio.
Before you start
- You need access to Conversations (owner, admin or staff).
- Calls are recorded when recording is on for the number, which it is by default. See Recording calls.
Find the call
Go to Conversations → Calls. Narrow the list with:
| Control | Use it to |
|---|---|
| Search name or number | Find a caller by name or phone number. |
| All / You / Team / AI | All calls, calls you answered, calls your teammates answered, or calls the AI receptionist handled. |
| Missed / Voicemail / Answered tiles | Show only that kind of call. |
| Tags: All | Show calls with a tag, for example "Warranty". |
| Created | Pick a date range. |
Open it
Click the call. The Conversation section holds the player and the transcript. Call details beside it shows the customer, who answered, the caller's number, which of your lines they called, attribution such as the ad source, and tags.
Listen
| Control | What it does |
|---|---|
| Play / Pause | Starts or pauses the recording. |
| Back 10 s / Forward 10 s | Skips back or ahead. |
| Progress bar | Drag to any point in the call. |
| Click a line of the transcript | Jumps the audio to that moment. The line being spoken is highlighted as the audio plays. |
The transcript labels who is speaking: your team member by name, and the caller by name and number when they're in Contacts. If someone paused recording during the call (for example while a customer read out card details), the gap is marked in the transcript.
"Recording and transcript not available for this call" means the call wasn't recorded (for example, recording was off for that number) or the recording has passed your retention period and was deleted.
Calls handled by the AI receptionist
Click AI at the top of Conversations to see them. Those calls also show what the receptionist captured and what still needs doing. See Reviewing AI call transcripts.
Good to know
- How long recordings are kept is set by Recording retention on Settings → Phone → Voice (1 year unless you change it).
- Sharing a call with a teammate: send them the page link from your browser. They need access to Conversations to open it.
- No download button. Recordings play inside Run a Call.