> ## 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.

# Conversation Details

> Understanding and analyzing individual call records

# Conversation Details

## Table of Contents

1. [Accessing Conversation Details](#accessing-conversation-details)
2. [Conversation Header Information](#conversation-header-information)
3. [Conversation Summary](#conversation-summary)
4. [Call Details Card](#call-details-card)
5. [Transcript Viewer](#transcript-viewer)
6. [Audio Playback](#audio-playback)
7. [Conversation Properties](#conversation-properties)
8. [Evaluation Results](#evaluation-results)
9. [Technical Metadata](#technical-metadata)
10. [Conversation Actions](#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:

1. Click the edit option
2. Modify the summary text
3. Save changes
4. 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

**Outbound**: The AI employee initiated the call.

* 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

**Content**: The actual words spoken.

**Timestamp**: When this portion occurred (relative to call start).

**Confidence**: For transcription, confidence level of accuracy.

### 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:

1. Locate the properties section
2. Access edit mode
3. Update values using appropriate inputs
4. 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

***

## Summary

The conversation detail page provides complete visibility into individual interactions. By understanding each component - from the summary and transcript to properties and evaluations - you can effectively review calls, maintain quality, and leverage conversation insights for continuous improvement.

Regular review of conversation details, especially for outlier outcomes, helps identify patterns and opportunities to optimize your AI employee configurations.