Voice Conversations

Phone calls in your inbox

When your AI assistant handles a phone call, a record of that conversation appears in your Conversations inbox under the Voice channel. You can review the full transcript, listen to the recording, and manage the conversation just like any other channel.

What you'll see in a voice conversation

Each voice conversation record includes:

• Call details — The caller's phone number, the number they called, the date and time, and the call duration.
• Transcript — A full text transcript of the conversation, with each speaker's turns clearly labeled.
• Recording — An audio recording of the call (if recording is enabled for your workspace).
• AI summary — A brief AI-generated summary of the call's key points and outcome.
• Outcome — Whether the call was resolved by the AI, transferred to an agent, or abandoned.

Reviewing transcripts

Transcripts are the most useful tool for understanding what happened in a call. They're fully searchable — use Ctrl+F (or Cmd+F on Mac) to find specific words or phrases within a transcript.

If you're reviewing a call because something went wrong, the transcript will show you exactly what the AI said and how the caller responded, making it easy to identify where things went off track.

Taking over a call in progress

If an AI voice call is currently in progress and you need to intervene, you can transfer it to yourself or another agent:

1. Find the active call in the Conversations inbox (it will be marked as Live).
2. Click Transfer to Agent.
3. Select the agent to transfer to (or select yourself).

The call will be transferred immediately. The AI will stop responding and the agent will take over.

After a call ends

Once a call ends, the conversation record is finalized and the transcript and recording (if applicable) are attached. The conversation is assigned to whichever agent handled the final portion of the call, or left unassigned if the AI handled it entirely.

You can then:

• Add internal notes to document what happened
• Apply tags to categorize the call
• Link the call to a client record if it wasn't automatically matched
• Mark it as resolved

Voice channel setup

To enable AI voice calls, you need to:

1. Provision a phone number in Settings > Phone Numbers.
2. Configure your AI assistant to handle voice calls.
3. Set up routing rules to direct calls appropriately.

See Phone Numbers and Routing & Handoffs for setup details.