Conversations and call details

Conversations puts every call and chat a client’s AI agents handled in one searchable list. This guide shows you how to find the conversation you need in seconds, then replay the recording and read the transcript, so you can answer any question from your client with the evidence in front of you.

Who sees it

Everyone with access to the client sees the same Conversations page: your agency team and the client users you assign to that client. See Invite a client user.

The list is read from the client’s voice provider account (ElevenLabs, Retell AI or Vapi) each time the page loads, so it always matches what the provider holds. Calls placed from the portal’s outbound campaigns appear in the same list.

Before you begin

The client is connected. The client needs a provider API key and at least one agent. See Create a client workspace.
The timezone is right. Dates and times show in the client’s timezone, set under Region in Client settings. The page says which timezone it uses, for example Times shown in Europe/London.

Find a conversation

Open Conversations

Open the client, then select Conversations in the client’s menu.
Choose the period

Select 7 days, 14 days or 30 days at the top right. The period ends today, in the client’s timezone.
Search

Type in Search by phone number, contact or conversation ID…. The search matches the caller’s or the dialled phone number, the conversation ID, and the contact ID that WhatsApp and SMS conversations carry. Part of a number is enough.
Filter

Select Filters to narrow the list further. The button shows how many filters are on. See Filters.
Open the conversation

Select any row to open its full detail.

To start again, select Clear next to Filters. It removes the search and every filter.

The summary at the top

Four figures sum up the period:

Figure	What it shows
Total Calls	Every conversation in the period, with the change on the previous period of the same length and a small chart of the last 7 days. It reads Total Conversations once the client has chats too, with the split of calls and chats underneath.
Staff time handled	The receptionist time the agents covered, from conversations resolved or handed to your team. See How staff time handled works.
Success Rate	The share of conversations that completed, with the change on the previous period and the number that were successful. See Read your analytics.
Peak Hours	The busiest hour of the day, for example 2 PM to 3 PM, with its share of conversations.

Filters

Filter	Options	When it shows
From and To	Any dates. They set a custom range in place of the 7, 14 or 30 days. Each date is a whole day in the client’s timezone, wherever you are viewing from.	Always
User Sentiment	All sentiments, Positive, Neutral, Negative, Unknown	For Retell AI agents, which rate the caller’s sentiment on each call
Channel	All channels, then each channel in the client’s conversations, such as Phone, Web call, Web chat, WhatsApp or SMS	When the provider reports a channel
End Reason	All end reasons, then each reason in the period, such as the caller or the agent hanging up	For Retell AI and Vapi agents

The list

The list shows 20 conversations at a time, with a count such as 20 of 134 in period. Select Load more at the bottom to add the next 20. When everything is showing, the list reads No more conversations to load.

Column	What it shows
Date & Time	When the conversation started, in the client’s timezone
Channel	A badge such as Phone, Web chat or WhatsApp, when the provider reports a channel
Duration	How long a call lasted. Chats show their number of messages instead.
Agent	The agent that handled it
From and To	The phone numbers, for Retell AI and Vapi agents
Direction	Inbound or Outbound, when the conversations have a direction
User Sentiment	Positive, Neutral or Negative, for Retell AI agents
End Reason	Why the call ended, for Retell AI and Vapi agents

For ElevenLabs agents, the list focuses on date, channel, length, agent and direction. Open any conversation for its full detail.

On a phone, the list shows each conversation as a card. Cards with a recording have Play recording, which opens the conversation with its full player.

Open the list from Numbers

On Numbers, select View Conversations on a phone number to open Conversations already searched for that number. On a WhatsApp number, View conversations opens the list filtered to WhatsApp. You can share these links with your team too: they keep the search or the channel filter.

Review a conversation

The conversation page brings everything about one call or chat together.

The header

The title names the conversation, for example Call with and the caller’s number, or Web chat conversation. Beside it are the channel badge and the status:

Status	Meaning
Completed	The conversation finished normally
Live	The conversation is still in progress
Not connected	The call did not connect or the conversation did not start, for example busy, no answer, voicemail or cancelled

Under the title are the date and time, the duration (or the number of messages for a chat) and Handled by: with the agent’s name. Select Conversations at the top to go back to the list.

Play the recording

The Recording card appears for calls with a recording.

Play

Select the play button. Select it again to pause.
Move through the call

Select Rewind 10 seconds or Forward 10 seconds to step back or ahead, or select any point on the progress bar to jump there. Stop returns to the start.
Set the volume

Drag the volume slider. The percentage shows beside it.
Download it

Select the download icon on the card to save the recording as an MP3 file.

Read the transcript

The transcript sits under the recording, as Call Transcript for calls or Conversation Transcript for chats.

Search with Search transcript…. Every match is highlighted.
Copy the whole transcript with the copy icon.
Download it as a text file with the download icon.
Play from a line. Where the provider gives timings for each line, the line shows its time. Select it to play the recording from that moment.

Chats show as a chat thread, with markers for voice notes, attachments and any tools the agent used.

The side panel

Card	What it shows
Details	Call Duration, or Messages for a chat. Then User Sentiment for Retell AI agents, AI Actions for Vapi agents, or Call Outcome for ElevenLabs agents. Then Channel, or Call Type as Inbound, Outbound or Web Call. Last, Customer Engagement, the share of the conversation that came from the caller, or Goal Achieved for Vapi agents, from Vapi’s own success evaluation.
Quick Summary	The provider’s summary of the conversation. Long summaries show the first part, with Read more to see it all and Show less to fold it again.
Call Performance	Figures the provider reported for this conversation: the agent’s average response time, the number of exchanges in the transcript, and whether the call ran to a natural end. For chats, the card reads Conversation Performance and shows the number of messages and, where the provider evaluated it, whether the goal was met. Each line appears only when the provider has the data, so every figure is real.

If a caller asks for a recording to be removed, see Delete calls and the deletion log.

Troubleshooting

Problem	What to do
No calls found	Choose a longer period, or select Clear to remove the search and filters. Check that the client’s agents are assigned in Client settings.
A banner says Some conversations could not be loaded right now	The provider did not answer in time. The list still shows calls placed from the portal. Reload the page after a short wait. If it keeps happening, check the client’s key: see Update a provider API key.
A conversation that just ended is missing	The page reuses what it loaded for a short time as you move between pages. Reload the page to read the latest from the provider.
The User Sentiment filter or column is missing	Sentiment shows for Retell AI agents, which rate it on each call. Other providers’ conversations are not rated.
The phone numbers and End Reason are missing	For ElevenLabs agents, the list shows date, channel, length, agent and direction. Open the conversation for its detail.
The recording shows Failed to load audio	Select Try direct download to open the file from the provider instead.
The page shows No transcript available.	The provider has no transcript for this conversation, which is usual for calls that did not connect.
Times look wrong	Check the client’s timezone under Region in Client settings.