Review calls and chats

Find a session

Open Data → Call history for voice or Chat history for text. Set a date range, apply agent/status/direction filters and customize the visible columns. Phone-number masking helps reduce casual exposure when reviewing a list.

Select a session to inspect its status, duration, direction, recorded charge and transcript. Keep the Session ID when reporting a problem so the same conversation can be located without sharing a whole customer transcript.

Understand transcript playback labels

A generated assistant message does not always mean the caller heard the whole message. Playback interrupted means the output was interrupted. Generated · playback unconfirmed means playback was not confirmed. Review these states when diagnosing a caller who says the agent did not finish an answer.

An empty transcript may mean no speech was received, processing is incomplete or the transcript was removed according to your data policy. Check the session status and privacy settings before assuming the call succeeded.

Verify actions and recordings

A successful spoken claim must match a completed integration action and its source-system record. For bookings and transfers, inspect the corresponding result before repeating an action that may already have completed.

Phone sessions on supported transports expose recording controls when a recording is available and permitted. A browser test is not automatically a downloadable phone recording. Respect your clinic's recording and retention policy when accessing or sharing audio.

History exports and copied transcripts contain customer information. Share the minimum needed for support, and omit secrets, patient details and unrelated calls.