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The Transcripts section gives you complete visibility into every conversation your agents have, helping you refine prompts and improve performance.
What You’ll See
Calls & chats only – Voicemail blips are hidden so you can focus on live conversations.
Each transcript includes:
Full Transcript
Every word exchanged between your agent and the contact, timestamped for easy reference.
Call Length
Total duration of the conversation.
Cost
Exact cost of the call, helping you track campaign spend.
Audio Playback
Listen to voice calls directly in the dashboard (voice agents only).
Auto-Generated Summary
AI-powered summary of the conversation highlighting key points, outcomes, and next steps.
Status Filter
Filter transcripts by outcome:
- Success - Conversations where the objective was achieved
- Unqualified - Leads that didn’t meet qualification criteria
Coming soon: Additional filters including “Callback Booked”, “Call Forwarded”, and more detailed status options.
Using Transcripts to Improve
Identify Common Questions
Review transcripts to spot questions your agent struggles with, then update your FAQs or knowledge base.
Refine Your Prompts
See where conversations go off-track and adjust your agent’s instructions accordingly.
Quality Assurance
Spot-check conversations to ensure your agent maintains brand voice and follows scripts.
Training Data
Use successful conversations as templates for improving other agents.
Best Practices
- Regular Review - Check transcripts weekly to catch issues early
- Tag Common Patterns - Note recurring objections or questions
- Share Examples - Use great transcripts to train team members
- Track Improvements - Compare before/after when you make prompt changes
