Recordings and transcripts
Keep the detail that helps you improve.
Review recorded audio and transcripts alongside the call that produced them. Follow processing status, find the detail that matters and give your team the context to improve the next conversation.
The conversation, with its context
ExampleCall session · appointment reminder
Caller response
00:18
A specific capture
The recording belongs to the call leg that produced it.
Use the source recording to review a detail that matters.
Illustrative recording and transcript. No customer audio or live processing.
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What should you retain from the call?
Choose the audio needed for your use case and make recording behavior explicit in the call design. A caller response, voicemail and full conversation are different capture requirements. Confirm the supported source and recording bounds before designing a review process around them.
Make recording deliberate
Start recording deliberately and stop the active capture before sensitive input. A sequence captures audio received from the participant; generated prompts are separate. Keep the resulting recording identity with its source call.
Choose transcription separately
Capturing audio and processing speech are separate operations. Request a transcript when it serves the workflow, then inspect its completion or failure status.
Follow the evidence
A session connects the calls and their artifacts.
Start with the session to understand the overall interaction, then inspect each call leg and its recordings or transcripts. Artifacts belong to the calls that produced them. A forwarded session may contain several legs with different outcomes and available evidence.
- 01
Keep incomplete states visible
No transcript, pending processing and a failed transcription mean different things. Show the recorded state rather than treating an empty text field as proof that nothing was said.
- 02
Allow for later processing
A call can end before its transcript is ready. Revisit the retained record when processing completes instead of delaying the call outcome until every artifact is available.
Turn review into action
Give the next person enough context.
Use the audio and transcript to locate the point a customer needed help, confirm the recorded facts and improve the call experience. Keep any generated summary separate from the source evidence and confirm important business outcomes in the application that owns them.
Control who can review
Use workspace permissions to limit access and set an appropriate retention policy for your operation. Include notice and consent in the calling experience where required.
Measure what improved
Compare the observed issue before and after a prompt or routing change. More recordings do not by themselves establish better service or a higher conversion rate.
Questions about recordings and transcripts
Is every call automatically recorded?
Does a recording automatically create a transcript?
Can a transcript arrive after the call ends?
Does one session mean one recording?
Can I treat a transcript as a confirmed customer action?
Build the next part of your calling path
Recordings and transcripts guide Follow the setup, requirements and operational checks.
Call sequences Turn prompts, keypad choices and named branches into a versioned workflow.
AI Voice Bring a conversational runtime to the phone, with your context, tools and handoff.
Voice pricing Review published destination rates and relevant call components.
Related resources
Continue with the documentation, guides and examples for this topic. Resources are in English.
Talk to our Voice team
Make the call useful after it ends.
Choose which conversations to record, who needs access and how long the evidence should remain available. Test consent, capture and retrieval as one workflow.