Conversations

Overview

The Conversations page (also called “Records”) is where all your uploaded calls and chats live. From here you can upload new recordings, search and filter existing ones, view detailed analyses, and export data.

Records List

Client Admin Supervisor Agent

The main view shows a data grid with the following columns:

Column	Description
Participant	Name, phone, or email of the contact
Project	Which data source/project the record belongs to
Channel	Call or Chat
Duration	Length of the conversation
Quality Score	AI-generated quality score (0–100), color-coded
Status	Current processing status
Date	When the conversation took place (event time)

Sorting: Click any column header to sort ascending/descending.

Pagination: Navigate pages at the bottom of the table, or change page size.

Record Statuses

Records move through a pipeline after upload:

Status	Meaning
Pending	Record uploaded, waiting to be processed
Transcribing	Audio is being converted to text
Analyzing	AI is evaluating the transcript
Delivering	Results being sent to CRM or other channels
Completed	All processing finished successfully
Failed	An error occurred during processing

Failed records can be retried using the Retry button in the record detail view.

Uploading Records

Client Admin Agent

1. Click the Upload button in the top-right corner.
2. In the upload modal:
   • Drag and drop audio files onto the drop zone, or click to browse.
   • Select the Project this record belongs to.
   • Choose the Channel type (Call or Chat).
   • Optionally provide participant details.
3. A cost estimate is shown before uploading (based on file duration and selected providers).
4. Click Upload to begin processing.

Supported formats: MP3, WAV, M4A, OGG, WEBM, FLAC

File limits: Maximum file size depends on your organization’s configuration.

Batch upload: You can select multiple files at once. Each file becomes a separate record in the selected project.

Filtering & Search

Use the filter bar above the records list to narrow results:

Filter	Type	Description
Participant	Text	Search by name, phone, or email
Project	Dropdown	Filter by project
Date Range	Date picker	Start and end date
Minimum Progress	Number (0–100)	Filter by minimum quality score
Agent	Dropdown	Filter by assigned agent
Status	Dropdown	Filter by processing status
CRM Entity	Text	Filter by linked CRM entity

Semantic Search: Use the search bar for natural language queries across transcripts (e.g., “customer complained about delivery”).

Saved Filters: Save frequently used filter combinations for quick access.

Deep linking: Filters are reflected in the URL, so you can bookmark or share filtered views.

Record Detail Panel

Click any record in the list to open the detail panel (slide-out sheet).

The detail panel is organized into tabs:

Audio Player (Calls)

• Waveform visualization — visual representation of the audio
• Playback controls — play, pause, skip, speed adjustment
• Speaker labels — color-coded segments by speaker

Transcript Tab

• Full conversation transcript with speaker labels and speaker diarization
• Word-level timestamps for each segment
• Click a transcript segment to jump to that point in the audio
• Keyword highlighting when search terms are active

Analysis Tab

The analysis tab shows:

• Quality score with breakdown by category
• Sale probability
• Sentiment indicators
• Key moments and topics
• Compliance flags
• Recommendations (see Quality Analysis for details)

Script Adherence Tab

If the project has a linked sales script, this tab shows how closely the conversation followed the script. See Scripts for details.

Metadata Tab

• Project name, participant details
• CRM entity link (if available)
• Channel type and duration

Pipeline Status Tab

Shows the processing stages and their status:

• Ingest — file received and stored
• Transcribe — speech-to-text conversion
• Analyze — AI quality analysis
• Deliver — results sent to CRM or other channels

Annotations

Client Admin Supervisor

Add notes and annotations to specific parts of the transcript:

1. Select a transcript segment.
2. Click Add Annotation.
3. Type your note and save.

Annotations are visible to all users who can access the record.

CRM Entity Linking

If a CRM integration is configured, records may show linked CRM entities (contacts, deals, leads). Click the CRM link to navigate directly to the entity in your CRM.

Bulk Actions

Client Admin

Select multiple records using the checkboxes to perform bulk actions:

• Delete — permanently remove selected records
• Archive — move records to archive
• Re-analyze — resubmit selected records for AI analysis

A confirmation dialog appears before destructive actions.

Export

Client Admin Supervisor

Export records data in multiple formats:

• CSV — spreadsheet-compatible data export
• PDF — formatted report for sharing
• Markdown — text-based export

Click the Export button above the records list. The export includes all records matching current filters.

Re-analyze & Retry

• Re-analyze (Client Admin): Resubmit a completed record for fresh analysis (useful after changing evaluation criteria).
• Retry (Client Admin): Retry a failed record that encountered a processing error.

Both actions are available from the record detail panel.

Access by Role

Feature	Client	Admin	Supervisor	Agent
View records list	✅	✅	✅ (project-scoped)	✅ (own records)
Upload records	✅	✅	❌	✅
View record detail	✅	✅	✅ (project-scoped)	✅ (own records)
Add annotations	✅	✅	✅	❌
Bulk actions	✅	✅	❌	❌
Export	✅	✅	✅	❌
Re-analyze / Retry	✅	✅	❌	❌
Delete records	✅	✅	❌	❌

Tips & Best Practices

• Use Saved Filters to quickly switch between common views (e.g., “Failed records this week”).
• After uploading, check the record status. Most records complete within 2–5 minutes depending on duration.
• Use Re-analyze after updating your evaluation criteria to see how scores change.
• Supervisors: filter by agent to review individual team member performance.
• Agents: your own records are automatically filtered when you access the Conversations page.