Calls & Transcripts

The Calls page is the reviewable history of everything your agents and team said on the phone.

The call list

Filter by direction, status, and date; search by number or contact. Each row shows the parties, the agent that handled it, duration, and status. Click through for the full detail.

The call detail page

Everything about one call in a single view:

• Transcript — every line, labeled by speaker, with timestamps. Use search (Cmd/Ctrl+F) to jump to a phrase.
• Recording — an audio player with a timeline; a mini player follows you as you scroll.
• AI summary — a TL;DR plus key points, next actions, and overall sentiment, generated automatically after the call ends.
• Outcome — structured data the agent captured (e.g. the caller's request, follow-up preferences), when the agent is configured to extract it.
• Caller identity — the matched contact, caller name, carrier, and line type.
• Tool activity — exactly which tools the AI used (lookups, transfers, texts) with inputs and results.
• Costs — telephony and AI costs for the call.

Live calls

While a call is in progress the detail page streams updates in real time — transcript lines and tool calls appear as they happen. Admins can also listen in on a live call from this page.

Review workflow

• Tags — label calls ("new patient", "complaint", "follow-up needed") for filtering and reporting.
• Notes — add human context to the call timeline for teammates.
• Contacts — save or update the caller's contact record right from the call.
• Blocklist — block abusive callers in one click (see Blocklist).

Ask Bea about a call

On any call page, open the Bea assistant (the sparkles button) and ask things like "what did this caller need?", "draft a follow-up email", or "what action items came out of this call?". Bea reads the transcript, summary, and contact record to answer.