Conversations

What was said on a call, as text, with a post-call review that flags what an AI agent should not have said.

Conversations is the transcript of what happened on a call: turn by turn, with a summary, who handled it, and what it cost.

Despite appearances this is not an AI screen. A call a person took is a conversation with the customer as much as one a model took; the human rows simply have no provider against them.

It is read-only, and so is the API behind it. A conversation is a record of what happened, and an editable transcript is not one.

The list

Column
When, Customer
Handled by	the provider and model, or a human badge
Profile	which virtual agent took it
Summary	what the call was about
Turns, Tokens	how long the exchange was, and what it drew
Cost	what the call was charged

Filter by direction, by whether a human or a virtual agent handled it, and by review.

The review, and the two things it flags

When a conversation ends, the whole transcript is read back against the profile that took the call. It is a check on the agent, not on the customer.

Flag	What it means
Competitor named	an agent turn named one of the profile’s competitors
Never searched	the agent answered several questions without once searching its knowledge base

The first is the failure the competitor list exists to prevent, and a business that took the trouble to name competitors wants to hear about it without reading transcripts. A caller naming a competitor is not flagged; only the agent doing it is.

The second is a grounding check. Where the knowledge base is too large to hand to the model whole, the agent is meant to search it, so several answers and no search means whatever it said came from somewhere else. An agent that only said hello and goodbye had nothing to look up and is not flagged.

Both are also logged at warning level when they happen, because neither is a detail on a working path.

Who sees what

	Needs
read a conversation	conversations:read
see what it was charged	billing:read
see what it cost underneath	margin:read

An agent holds the first and neither of the others, so the money columns are empty for them. They read a conversation to do their job; what it cost their employer is not part of that job. An agent also sees only the conversations they handled.

Reading a transcript is deliberately separate from playing the recording. Searchable text of every word and a person’s recorded voice are different disclosures, and the permissions match.

While the call is still up

The transcript of a call in progress is reachable from the agent’s own screen, not from here. This list is built on finished calls, and a call has no record here until it ends — which is exactly the moment an agent taking a handover most needs to know what the AI already said.

How long transcripts are kept

365 days, set per organisation. It is the one retention window that carries a default, and that is a default rather than a recommendation — see recording and what is kept.