Prerequisites
A saved agent is not a call record.
Call History fills only after the selected business has an active phone route and a call reaches the call pipeline.
For inbound AI calls
Assign a phone number, configure the answering agent, and choose the route under Dashboard → Phone System → Phone Numbers.
For recordings
Recording must be enabled for the call, the required disclosure or consent must be satisfied, and the phone service must produce a recording.
For transcripts
The call or transcription service must finish processing speech. A recording can exist before or without a transcript.
For API access
Use an API key with
calls:read for the recordings and transcripts endpoints documented under Developers.On Phone, Check where a call would go checks your current routing configuration. Simulation only — uses your saved settings. No call is placed, no phone rings and nothing reaches the phone network. Follow it with a real inbound call from your own phone when you need proof that customers can reach Kai.
Call history
Find the conversation you need.
Open Dashboard → Calls for the selected business. The summary cards show today's call count, average duration, and calls marked successful.
Search and sort
Search by the available call, transcript, phone, or agent information. Sort newest first, by duration, status, or quality score.
Read the list
Each row shows one call. Expand it for analysis and available audio, or open the full detail page for the complete call record.
Archive without deleting
Archive one or several calls to remove them from the default view. Turn on Show Archived when you need them again.
Open the lead
Follow the lead link when the call captured a person who needs a callback, message, or status update.
Call detail
Open the complete record for one call.
A call opens at Dashboard → Calls → Call detail, with a URL shaped like /dashboard/calls/<id>.
- 1
Confirm the call identity
Check the selected business, caller, called number, agent, direction, time, duration, and final status before drawing a conclusion. - 2
Read the summary and outcomes
Use the summary, lead details, outcomes, and call receipt to understand what the system recorded, not what you expected it to record. - 3
Play the available recording
Use standard or stereo audio when available. Playback speed is remembered, and transcript timestamps can jump the player to a moment. - 4
Read the full transcript
Review speaker labels and timestamps. System actions may appear alongside the spoken turns when they were part of the call. - 5
Review quality and eval results
Inspect quality signals and prompt-adherence checks. Re-run an eval after changing instructions when you need a new assessment.
Check it worked
Separate configured, connected, and successful.
A route test, an ended row, and a complete customer call are different levels of proof.
- Place a real inbound call through the carrier number assigned to the correct business and agent.
- Confirm the caller, called number, direction, start time, final status, and positive duration on the call detail page.
- Confirm the summary and structured outcome match what actually happened in the conversation.
- Play the recording through the authenticated dashboard when recording was enabled.
- Confirm the transcript is present, or note clearly that it is still processing or failed.
- Open the linked lead and verify the captured details belong to the same caller and business.
Coaching
Turn one transcript moment into a better next call.
Highlight, explain, verify
Highlight a sentence in the transcript and add a rule for the agent. Keep the instruction specific, save it, then make another test call before relying on it with customers. Use version history or rollback if the change makes the conversation worse.
Recording limits
Not every completed call has every recording or transcript.
Do not promise that every conversation is recorded and transcribed. A call may have no recording because recording was disabled, consent was declined, or the call never connected. AI call recordings come from the phone service. Browser-phone calls use Twilio for recording and Deepgram for transcription. A secure audio link can also expire and need to be refreshed.
Troubleshooting
When a call, recording, or transcript is missing
The call is not in history
Confirm the selected business, number-to-business assignment, agent route, and real carrier destination. A routing simulation does not create customer-route proof.
Recording unavailable
Use Retry on the call page. The secure audio link may have expired, or the recording may still be processing.
Recording exists, transcript does not
Treat the recording and transcript separately. Transcription can still be processing or may have failed while the audio remained available.
Transcript or summary looks incomplete
Compare it with the recording before changing the agent. Preserve the recording as the stronger account of what was actually said.
Call is under the wrong business
Stop relying on the route and verify the phone registry, business assignment, and agent assignment before sending more traffic.
The call details are still processing
Refresh after processing finishes. Do not call the record complete until its expected recording, transcript status, summary, and outcome are visible.