Conversation Details
Table of Contents
- Accessing Conversation Details
- Conversation Header Information
- Conversation Summary
- Call Details Card
- Transcript Viewer
- Audio Playback
- Conversation Properties
- Evaluation Results
- Technical Metadata
- Conversation Actions
Accessing Conversation Details
Navigate to a conversation’s detail page to review the complete record of a specific interaction.Navigation Paths
From Call History: Click on any conversation row in the call history table. From Contact Details: Select a conversation from a contact’s conversation history. From AI Employee Analytics: Access conversations through the analysis tab. From Campaigns: View campaign call details through the campaign interface. From Search: Use global search to find and navigate to specific conversations.Page Layout
The conversation detail page organizes information into logical sections:- Header with primary identification and status
- Summary section for quick overview
- Details card with call metadata
- Transcript viewer with full dialogue
- Audio player for recording playback
- Properties and evaluation results
- Technical metadata for complete context
Conversation Header Information
The header provides immediate context about the conversation.Contact Identification
Contact Name: When the conversation is linked to a contact, their name appears prominently. Phone Number: The external phone number involved in the call. Unknown Contact: If no contact is linked, the phone number or “Unknown” appears. Quick Link: Click the contact name to navigate to their full contact detail page.Status Indicator
A visual badge shows the conversation outcome: Success: Green indicator for successful calls. Voicemail: Distinct color for voicemail outcomes. Failed: Red indicator for technical failures. Other statuses: Appropriate visual treatment for each status type.Timing Information
Date: When the conversation occurred. Start Time: Exact time the call began. Channel: The communication channel used (typically Voice).AI Employee Reference
Employee Name: Which AI employee handled this conversation. Link: Click to navigate to the employee’s detail page.Conversation Summary
An overview section provides quick access to the conversation essence.AI-Generated Summary
When available, an AI-generated summary describes:- Main topics discussed
- Key outcomes or decisions
- Important information exchanged
- Action items or follow-ups
Editable Summary
The summary field may be editable:- Click the edit option
- Modify the summary text
- Save changes
- Updated summary persists for future reference
Why Summaries Matter
Summaries enable quick understanding without reading full transcripts:- Prepare for follow-up conversations
- Brief team members on call outcomes
- Identify calls needing attention
- Document key information efficiently
Contact Linking
If a conversation is not linked to a contact:- A prompt appears to link the conversation
- Match with existing contacts or create new
- Linking improves relationship tracking
Call Details Card
A comprehensive card displays all call metadata.Direction
Inbound: The contact initiated the call.- Shows arrow indicating incoming direction
- External number as sender
- Shows arrow indicating outgoing direction
- AI employee’s number as sender
Duration
The total length of the conversation:- Displayed as minutes and seconds
- Calculated from call start to end
- Useful for understanding engagement depth
Status
Detailed status information:- Current status badge
- Status explanation if applicable
- Related outcome indicators
Phone Numbers
Agent Number: The AI employee’s phone number used for the call. External Number: The contact’s phone number. Direction context: Which number was the sender vs. recipient.Linked Records
Contact: Link to the associated contact record. AI Employee: Link to the employee who handled the call.Features Used
When applicable, indicators show which features were active:- Language detection
- Transfer capabilities
- Voicemail detection
- Multi-voice configuration
Transcript Viewer
The complete text record of the conversation dialogue.Reading the Transcript
Each message in the transcript shows: Speaker: Who said this line:- AI employee name for employee messages
- Contact name or “Contact” for caller messages
Visual Formatting
The transcript is formatted for readability:- Clear speaker distinction
- Alternating colors or sides
- Timestamps for navigation
- Scrollable container for long calls
No Transcript Scenarios
When transcript is unavailable:- Very short calls may not generate transcripts
- Technical issues during transcription
- Calls that failed before conversation began
Using Transcripts
Transcripts serve multiple purposes:- Review exactly what was said
- Identify improvement opportunities
- Training and quality assurance
- Documentation and compliance
Audio Playback
Listen to the actual conversation recording.Audio Player Controls
Play/Pause: Start and stop playback. Progress Bar: Visual progress through the recording. Current Time: Where you are in the recording. Duration: Total recording length. Volume: Adjust playback volume. Speed Control: Play faster or slower (if available).Synced Transcript
When both audio and transcript are available:- Transcript may highlight current section
- Click transcript lines to jump to that moment
- Combined view for comprehensive review
Audio Availability
Audio may not always be available:- Recording requires configuration
- Storage limitations may apply
- Very brief calls might not record
- Technical issues during capture
Audio Quality
Recording quality depends on:- Network conditions during call
- Phone audio quality
- System processing
Conversation Properties
Custom properties attached to this conversation.Viewing Properties
Properties display in a dedicated section:- Property name/identifier
- Current value
- Value type indicator
Property Sources
Property values may come from: AI Extraction: Automatically extracted during conversation based on property prompts. Manual Entry: Set by team members after review. System Assignment: Set by rules or integrations.Editing Properties
Modify property values:- Locate the properties section
- Access edit mode
- Update values using appropriate inputs
- Save changes
Property Definitions
Properties are defined in Settings:- Created at the organization level
- Applied to conversations meeting criteria
- Include extraction prompts for AI detection
Using Properties
Properties enable:- Categorization of calls
- Filtering in call history
- Reporting and analytics
- Workflow automation
Evaluation Results
AI-powered quality assessments for the conversation.Understanding Evaluations
Evaluation criteria are custom-defined quality metrics:- Created in Settings
- Assigned to specific AI employees
- Automatically evaluated after calls complete
Evaluation Display
When evaluations exist: Criterion Name: What was being evaluated. Result: Pass/Fail or score. Explanation: AI-generated reasoning for the result.No Evaluations
Evaluations may not appear when:- No criteria are configured
- Criteria are not assigned to this AI employee
- Evaluation is still processing
- Call was too short for meaningful evaluation
Using Evaluation Results
Evaluations help you:- Monitor quality at scale
- Identify calls needing attention
- Track improvement over time
- Train AI employees based on feedback
Technical Metadata
Complete technical details about the conversation.Identifiers
Conversation ID: Unique system identifier for this record. External ID: If integrated with external systems, their reference ID.Timestamps
Created At: When the record was created. Updated At: Last modification time. Start Date: Exact call start time. End Date: Exact call end time.Phone Details
Sender Telephone: Phone number that initiated the call. Recipient Telephone: Phone number that received the call.Technical Information
Language: Detected or configured language for the call. Channel: Communication channel (Voice, etc.). Termination Reason: Why the call ended (if available).When Technical Data Matters
Technical metadata is useful for:- Troubleshooting issues
- Integration debugging
- Compliance documentation
- System analysis
Conversation Actions
Available actions for working with the conversation.Analyze Call
Trigger AI analysis of the conversation:- Generate or regenerate summary
- Extract property values
- Run evaluation criteria
- Identify action items
Edit Summary
Modify the conversation summary:- Correct AI-generated content
- Add additional context
- Highlight key points
- Update based on follow-up information
Link Contact
If the conversation is not linked to a contact:- Search for existing contacts
- Create new contact
- Establish relationship tracking
Call Again
Initiate a new call to the same contact:- Select AI employee
- Start outbound call
- New conversation record created
Archive Conversation
Remove from active views:- Conversation moves to archived state
- Still accessible if needed
- Cleans up active lists
Delete Conversation
Permanently remove the record:- Requires confirmation
- May be irreversible
- Consider compliance requirements