Every call handled by your AI agent generates a detailed record the moment the call ends. This article explains every field in a call summary — what it means, how it's generated, and how to use it to run your business more effectively.
Opening a call record
Click any call row in your dashboard to open the full call record. The record opens in a side panel or full-page view depending on your screen size. It contains everything about that single call.
Anatomy of a call record
Every field explained
| Field | What it is | How to use it |
|---|---|---|
| Caller Name | The name the caller gave to the agent during the conversation. | Use for personalised callbacks. If blank, the agent didn't capture a name — check the transcript for context. |
| Callback Number | The phone number the caller provided. May differ from their calling number. | Always call this number, not the CLI (calling line identity) — the caller specifically gave you this one. |
| Call Summary | A 2–5 sentence AI-generated summary of the entire conversation, written from the agent's perspective. | Read this before calling back. You'll know exactly what they need, their situation, and their urgency — before you say hello. |
| Urgency | HIGH / MEDIUM / LOW — assessed by the agent based on the caller's language, tone, and the nature of their request. | Sort by HIGH first each day. These are your priority callbacks. |
| Duration | How long the call lasted, and how many credits it consumed. | Very short calls (under 30 sec) may be hang-ups or wrong numbers. Very long calls may indicate the agent struggled — worth reviewing the transcript. |
| Agent | Which agent handled the call, and which phone number received it. | Useful when you have multiple agents — confirms which business identity the caller interacted with. |
| Timestamp | When the call ended, in your account's configured time zone. | Use to prioritise callbacks — calls from today are more likely to still be warm than calls from yesterday afternoon. |
How urgency is assessed
Urgency is not a keyword match — it's assessed by the agent across the whole conversation. The agent considers:
- HIGH — explicit emergency language ("flood", "no heat", "dangerous"), safety concerns, time pressure ("need it today", "can't wait"), or emotional distress
- MEDIUM — a clear problem that needs attention but without acute urgency. Broken appliance, scheduled repair, follow-up enquiry
- LOW — general enquiry, price check, non-urgent booking request, information gathering
The full transcript
Below the summary fields is the complete word-for-word transcript of the entire call — every line the agent said and every line the caller said, with timestamps. This is the ground truth of what happened.
Use the transcript to:
- Verify the summary is accurate before calling back
- Identify moments where the agent gave an incorrect or incomplete answer
- Find specific details not captured in the summary (e.g. a specific address or product model mentioned in passing)
- Review agent performance and identify system prompt improvements
Call recordings
If call recording is enabled on your agent, the audio recording is accessible from within the call record. See Recordings and transcripts for full details on enabling, accessing, and downloading recordings.
Preparing for the callback
A well-used call summary makes every callback significantly more effective. Before you dial:
- Read the full summary — know their situation before they say hello
- Note the urgency level — adjust your tone accordingly (calm and efficient for HIGH, relaxed for LOW)
- Check the timestamp — if it's been more than a few hours, acknowledge it ("Sorry for the slight delay getting back to you")
- Have the transcript open if needed — you can reference specific details the caller mentioned