Review call history, recordings, and follow-up flags

Find a call, listen to it, read what happened, and flag it for follow-up.

Find a call

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1. In the sidebar, click Call History.
2. Search by phone number or name, or click Filters to narrow by date range, agent, direction, status and more. Filters apply as you set them — there's no apply button.
3. Click the call you want.

If calls seem to be missing, check your filters. They stay set as you move around the app and are still there when you come back. Use Clear Filters to reset.

Review a call

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• Read the summary and how the call ended.
• Click any line of the transcript to jump the recording to that moment.
• Post Call Analysis shows the information collected from the call.
• Function Calls shows each action the agent took, and you can expand one to see what was sent and returned.
• Use Copy Transcript for a single call, or export from Call History with transcripts included for several.

Flag a call for follow-up

Flags are for calls that need attention — the agent did something wrong, or something needs checking.

1. On the call, click Flag call.
2. Fill in Observed behavior (what happened) and Expected behavior (what should have happened). Both are required.
3. Click Flag call.
4. Afterwards, set the status to In Progress or Resolved as you work through it, and use Add note to record what you found.

Flags are visible to the workspace owner by default. Other team members need the call-flag permission on their role before they can see or manage flags.

When looking for flagged calls, check each page of results — the flag filter only looks at the calls currently listed, not the whole history.

Related: Review analytics, Collect and extract data, Test and publish.