How do I manage AI agent calls?

Last updated: November 5, 2026

The Calls tab helps you review calls handled by an AI agent. You can inspect transcripts, recordings, summaries, sentiment, extracted data, and the agent version used for each call.

Before you start

  • The agent must have handled at least one call.

  • Call recording, transcription, or data parsing results depend on the agent and channel settings.

Steps

  1. Open the AI agent you want to review.

  2. Select the Calls tab.

  3. Browse calls by date, time, contact, or other available details.

  4. Click View call on the call you want to inspect.

  5. Review the transcript to understand the conversation.

  6. Play the call recording using the playback controls.

  7. Review summary, sentiment, and call metadata in the call details.

  8. Open View data to inspect extracted fields from data parsing.

  9. Use AI search on the call to ask questions or summarize specific details.

  10. Return to the Calls tab to review additional calls.

Tips

  • Use transcripts to verify whether instructions are being followed.

  • Compare recordings with transcripts when checking transcription accuracy.

  • Review the agent version used for the call before judging behavior after later edits.

  • Use AI search to quickly review long calls.

  • Refine data parsing if extracted fields are incomplete or inaccurate.

Troubleshooting

  • The transcript is missing: Review speech-to-text and denoising settings.

  • Extracted data is inaccurate: Refine data parsing field descriptions and examples.

  • The recording does not play: Test subsequent calls and confirm audio is generated.

  • The version seems wrong: Check when the agent was edited relative to the call time.