What a call leaves behind
Every call produces a call record. What else it has depends on how the call went and how the deployment was set up.
| Artifact | When you get it |
|---|---|
| Call record | Every call: status, end reason, numbers, duration, timestamps, sentiment and call_successful. |
| Transcript | Calls that connected. Lines are marked AI or User. |
| Post-call analysis | Calls that connected, on a Finn with analysis questions. See post-call analysis. |
| Recording | Only on deployments with the recording add-on switched on. |
Recording is a billable add-on you set per deployment. Through the API, recording_enabled defaults to false (api-deployments). In the dashboard's deploy dialog, the switch is Save recordings under Security & Compliance, and it starts switched on, so turn it off there if you don't want recordings.
Where calls show up
| Page | What it shows |
|---|---|
| Call History | Every call in the workspace: time, duration, Finn, from, to and call status. Expand a row for the call ID, deployment ID, Finn ID, call type, hangup reason and voicemail field. |
| Analytics | The deployment execution log: one row per deployment, with start time, Finn, call type, audience, calls and status. |
| Deployment analytics | One deployment's summary cards and its calls. Click a call to open the call detail sidebar. |
| Live Deployments | A running deployment's call counts, active calls and a per-call table. See monitoring. |
The call detail sidebar
Open a deployment in Deployment analytics and click a call. The sidebar has three tabs. The ← and → keys switch between them, and Previous call and Next call in the header move through the deployment's calls.
| Tab | Contents |
|---|---|
| Overview | Lead score, call summary, the recording (if recording was on), the transcript and your notes on the call. |
| AI Copilot Analysis | The AI's read of the lead from this call. |
| Post-Call Analysis | Each of your analysis questions with its answer, its type, a Needs Review or Verified marker, the reasoning behind the answer and when it was extracted. |
The header also has Copy call ID, Export PDF for the call, and Download recording when there is one. Transcripts and analysis answers are read-only.
A summary, transcript or analysis answer that is missing on a call that just ended usually hasn't arrived yet. Analysis normally lands within about 5 minutes of the call ending.
Freshness
Deployment data in the dashboard can be up to 5 minutes old. If a number disagrees with something you just saw happen, wait a few minutes and reload.
While a deployment is still running, its rates are computed over the calls made so far and move as more calls finish. Don't draw conclusions from the first few dozen calls.
Getting calls out
| Route | What you get | Where |
|---|---|---|
| Call log CSV or PDF | Every call in one deployment. | Deployment analytics → actions menu → Download call log (CSV) or (PDF) |
| Unreached and uncalled numbers | Audience numbers that weren't reached, or never dialled. | Same menu. |
call.completed webhook | One signed event per call, with analysis answers. | Settings → Integrations → Webhooks. See webhook-post-call. |
GET /calls/{call_uuid} | One call record with analysis answers. | api-calls |
| Workspace export | A download of the workspace's call logs, transcripts, audiences, Finn configs and more. Admins only. | Settings → Data → Your data → Export workspace data |
The API and the webhook don't return transcripts or recordings. Recordings are downloaded one call at a time from the sidebar. See exports.
How long calls are kept
Recordings and transcripts are deleted after the retention window set under Settings → Data → Data retention: 30, 90, 180 or 365 days, 2 years, or never. The default is 90 days. The call record and its analysis answers aren't removed by retention. See retention.
If you record calls, disclosure rules may apply. See recording consent.
Related
- Post-call analysis: the questions behind the Post-Call Analysis tab.
- Metrics: how the summary numbers are computed.
- Troubleshooting: reading a bad campaign from its calls.