Skip to content

Conversations

What it's for

Conversations is your call history. Every phone call your voice agents handle shows up here, inbound and outbound. You can search calls, play recordings, read transcripts, and flag calls you want to review later.

At the top of the page you'll see four totals:

Tile What it counts
Total Conversations All calls in this workspace.
Today Calls that started today.
Flagged Calls you've flagged for review.
Avg Duration Average call length, in minutes and seconds.

Find a call

  1. Click Conversations in the sidebar.
  2. Type in the Search conversations... box.
  3. The list filters as you type. Search matches the call ID, the caller's or called number, or the agent's name.

Each call in the list shows its ID, a status badge (for example Ended), the agent, the from and to numbers, the length, the date and time, and the caller's sentiment (positive, neutral, or negative) when available.

View call details

  1. Find the call in the list.
  2. Click View Details.
  3. The details window shows:
    • Agent, Duration, From, To, Status, and Sentiment.
    • Recording: a player so you can listen to the call.
    • Transcript: the conversation shown as chat bubbles.
  4. Close the window when you're done.

If a call has no transcript, you'll see No transcript available.

Download a recording

  1. Open View Details for the call.
  2. Click Download Recording.

If the button says No Recording, there's no recording for that call.

Flag a call for review

Flag calls you want to come back to, such as a complaint or a call the agent handled badly.

  1. Open View Details for the call.
  2. Click Flag for Review.
  3. The button changes to Unflag. Click it again to remove the flag.

The Flagged tile at the top updates to show how many calls are flagged.

Pull in the latest calls

When your workspace is connected to Retell, the page shows a Retell Connected badge and a Sync from Retell button.

  1. Click Sync from Retell.
  2. Wait while it shows Syncing....
  3. When it finishes, you'll see Sync Complete with a summary, and a badge showing how many calls were synced.

Troubleshooting

  • "No conversations yet": Calls appear once your agents take or make calls. Try a test call first. See Make a test call.
  • "No conversations found": Nothing matches your search. Clear or change the search text.
  • "Error loading conversations": Click Retry. If it keeps failing, reload the page.
  • "Sync Failed": The message explains what went wrong. Check your Retell connection and try again.
  • Duration shows N/A: The call had no recorded length, for example a call that never connected.