---
title: "Listen to calls and audio"
description: "Find recorded calls, play them with the transcript beside them, check interruptions and response times, and listen to WhatsApp and web chat voice notes."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Listen to calls and audio

Listen to a call when a patient says the agent answered badly, when you want to check how your voice agent sounds or when you need to know exactly what was said. Raíz keeps the audio with its transcript, so you can jump straight to the moment you're interested in.

## Before you start

- You need a role that can **See conversations and listen to calls**, such as **Operations**, **Analysis** or **Owner**.
- There's audio only if the agent had **Record calls** on when the call happened (see [Voice and audio](/en/raiz/voice/)). It's on for new agents.

## Find the calls

1. In the menu, click **Conversations**.

2. Click **More filters**, then **Channel**, and choose **Voice**.

3. If you like, add the **Audio** column from **Columns**: it marks the conversations that have a recording.

4. Click the call to open it.

## Listen to a call

The bar at the bottom plays the recording:

| Control | What it's for |
| --- | --- |
| **Play** | Starts or pauses the audio. |
| **Back 10 seconds** and **Forward 10 seconds** | Move a little without losing the thread. |
| **Playback speed** | Listen at 1×, 1.5× or 2×. |
| **Play from here** | In the transcript, click a turn's time for the audio to start at that moment. |

While it plays, the transcript follows the audio. The amber marks on the bar are **Interruption**: moments when the person talked over the agent. The interrupted turn says so in the transcript too.

### How long the agent took to answer

Under each agent turn you see its response time. Hovering it shows **Response time** with its parts:

- **Understanding speech**: turning what the person said into text.
- **Thinking of the answer**: deciding what to reply.
- **Generating speech**: turning the answer into audio.
- **Perceived total**: what the person waited.

Turns that take 3 seconds or more show in amber. If they repeat, check whether the agent uses many tools at that moment or whether its instructions are very long (see [Agent settings](/en/raiz/agent-settings/)).

## Listen to WhatsApp voice notes

When someone sends audio on WhatsApp, the conversation shows a **Voice note** or **Audio** bubble with its play button and, below, what the person said as text. The agent answers that text.

If the bubble says "We couldn't load the attachment", click **Reload attachment**.

## Audio in your website's chat

Your site's chat can take audio too. In **Sites and forms**, open the chat, go to **Settings › Conversation** and choose:

- **Voice messages**: the visitor records audio; Raíz transcribes it and the agent answers what they said. It needs the browser's microphone permission.
- **Offer speech input**: the browser turns what the visitor says into text and they review it before sending.
- **Offer spoken replies**: the browser reads the agent's replies aloud.

More in [Put the chat on your website](/en/raiz/web-chat/).

## What you can't do

- **Download a call's audio**: you listen to it in the Dashboard. **Download PDF** produces the conversation report with its transcript, without audio.
- **Send audio** in WhatsApp templates or campaigns: templates are text.
- **Listen to a call that wasn't recorded**: if **Record calls** was off, only the transcript remains.

## Do's and don'ts

Without a recording you can't review a complaint or know whether the agent misheard or the person said something else.

Keep **Record calls** on and turn on **Hide numbers entered on the keypad** if people key in documents or codes.

## Common problems

The call has no recording: **Record calls** was off or the call never connected. The **Audio** column tells you which ones have a recording.

Look at **Response time** on the slow turns. If **Thinking of the answer** weighs the most, shorten the instructions or choose a faster model in **Intelligence**. If it's **Understanding speech** or the wait before speaking, check **Conversation pacing** (see [Voice and audio](/en/raiz/voice/)).

Add them in **Conversation pacing › Important words**: the agent will recognize them better in the next calls.

Source: https://docs.getarbol.com/en/raiz/listen-to-calls/index.mdx