The Call Logs List
| Column | What It Shows |
|---|---|
| Conversation ID | A unique identifier for each conversation - click the arrow to open the full detail view |
| Agent Name | The AI agent that handled this conversation |
| Call Type | Where the conversation originated - Playground means it was a test from the Test Your AI tab |
| Mode | Whether it was a Text-Chat or Voice-Chat interaction |
| Credits | How many platform credits were consumed for this conversation |
| Date | The date the conversation took place |
| Time | The exact time the conversation started |
| Action | Click the arrow → to open the full conversation detail |
Conversation Detail View
Click the arrow on any row to open the full conversation detail. The detail view has three panels.
Left Panel - Conversation Info
The Conversation Info panel shows all metadata for that specific conversation:| Field | What It Shows |
|---|---|
| Conversation ID | The full unique ID - click the copy icon to copy it |
| User Name | The name the caller provided during onboarding |
| The email the caller provided during onboarding | |
| Start | Date and time the conversation began |
| End Time | Date and time the conversation ended |
| Agent Associated | Which agent handled this conversation |
| Credit Consumed | Exact credits used for this conversation |
| Industry | The industry tag of the agent that handled it |
Middle Panel - Call Related
The Call Related panel contains tabs for additional call analysis:| Tab | What It Shows |
|---|---|
| Reason of the call | AI-detected reason why the caller contacted your agent |
| Result | The outcome of the conversation |
| Overview | A summary of what happened during the call |
| Resolution | Whether the caller’s issue was resolved |
| Disposition | Final classification of the call |
These fields are populated automatically by the platform after each conversation. They become more useful as your call volume grows.
Right Panel - Recording & Transcript
The Recording and Transcript panel shows the complete conversation in real time order - every user message and every AI agent response, with timestamps. User messages appear on the right in purple. AI Agent responses appear on the left in white. Each message has a timestamp showing exactly when it was sent. This transcript is your most important tool for improving your agent - read it to identify where responses were incorrect, too long, off-topic, or where the agent struggled to understand the caller.How to Use Call Logs to Improve Your Agent
Review transcripts weekly
Open your most recent call logs and read through the full transcripts. Look for any response that doesn’t match what a real customer would expect.
Identify the problem type
If the agent gave a wrong answer - it’s a knowledge base issue. If the agent behaved incorrectly - for example, being too verbose or not escalating when it should - it’s a prompt issue.
Fix the root cause
For knowledge base issues, go to Train Your AI and update the relevant FAQ, product, service, or document. For prompt issues, go to Basic Details → System Prompt and add or adjust the relevant instruction.
Test the fix
After making changes, use the Test Your AI tab to verify the agent now handles that scenario correctly.
Understanding Call Types
| Call Type | What It Means |
|---|---|
| Playground | A test conversation made from the Test Your AI tab - Text to Text or Speech to Speech |
| Live | A real conversation from a connected phone number or website widget integration |
| API | A conversation triggered via the Agent API integration |
Related Pages
Test Your AI
Run test conversations that will appear in Call Logs so you can review them here.
Agents
Go back to your agent configuration to fix issues identified in call transcripts.
Train Your AI
Update your knowledge base when transcripts reveal incorrect or missing information.
Platform Analytics
View aggregated performance data across all your agents and conversations.