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What is a call transcript?

Every inbound call handled by a voice agent is recorded as a conversation with a full message-by-message transcript. This lets you:
  • Review exactly what the AI agent said to each caller
  • See what tools the agent called and what data was returned
  • Audit agent behaviour for quality assurance
  • Identify cases where the agent gave incorrect or incomplete answers

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Accessing a transcript from Call Logs

  1. In the sidebar, go to Voice Agents → Call Logs.
  2. Find the call you want to review.
  3. Click View Transcript in the rightmost column.
This opens the conversation in the Live Chat view, showing the full exchange.

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Accessing a transcript from Live Chat

Transcripts are stored as regular conversations with the contact, visible in Live Chat alongside WhatsApp conversations. To find a call transcript in Live Chat:
  1. Go to Live Chat.
  2. Filter by Channel: Phone to show only phone call conversations.
  3. Click the conversation to open it.

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Reading the transcript

The transcript shows every exchange in the call in order:
Message typeAppearanceDescription
AgentStandard bubble, labelled “Agent”What the AI said to the caller
CallerStandard bubble, labelled with contact name/numberWhat the caller said (as transcribed)
Tool callAmber cardA tool the agent invoked during the call

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Tool call cards

Tool calls appear as amber-coloured cards. Each card shows:
  • Tool name — which tool was called (e.g., get_order_status)
  • Arguments — the values the agent passed to the tool
  • Result — what the tool returned
This is especially useful for debugging: if the agent gave an incorrect answer, check the tool result card to see if the API returned bad data, or if the agent misinterpreted a correct result.

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Example transcript

[10:02:14] Agent: Hi, this is Alex from Acme Corp. How can I help you today?

[10:02:18] Caller: I'm calling about my order — I haven't received it yet.

[10:02:22] Agent: I'd be happy to check that for you. Could you please give me your order number?

[10:02:26] Caller: It's AC-48291.

[10:02:28] 🔧 Tool call: get_order_status
            Args: { "order_number": "AC-48291" }
            Result: { "status": "shipped", "estimated_delivery": "2026-03-23" }

[10:02:31] Agent: Great news — your order AC-48291 has been shipped and is expected to arrive by March 23rd. Is there anything else I can help you with?

[10:02:38] Caller: No, that's all. Thanks.

[10:02:40] Agent: You're welcome! Have a great day. Goodbye.