Call intelligence
The call ends. The record is ready.
After every call, inbound or outbound, the platform judges whether it achieved what it was for, writes a one-sentence summary of each real conversation and picks out any message the caller left. Your team sees the outcome in the call log and gets messages by email. Your systems get the full record by API or signed webhook.
Know what happened. Without listening to every call.
Every finished call gets one of four outcomes: completed, not completed, dropped, or no verdict when there is nothing to judge. Each comes with a reason, such as goal met, needs follow-up, caller gave up, wrong number or voicemail.
The verdict is measured against what success means for your agent, which you can write in the agent's settings. Without that, an outbound call placed with a task is measured against the task's goal. Any other outbound call counts as completed when the agent reached the intended person and accomplished the purpose of the call, or agreed a clear next step. An incoming call counts as completed when the caller left with what they came for or with a clear next step.
A call record, with sample data
Where it shows up. For your team and your systems.
Your dashboard
The call log shows each call's outcome and summary, and plays the recording. The overview counts calls, completion rate, average call length and dropped calls over 7, 30 or 90 days.
Your team's inbox
When a caller leaves a message, it is emailed to your team: their name and the callback number they gave, what they want done, and how urgent it is.
Your systems
The full call record, transcript included, through the Voice API or a signed call.ended webhook. Transcripts are not shown in the dashboard: they come by API and webhook.
The full record. The same shape for every call.
Inbound and outbound calls use one call object, so your software parses one format.
What and when
Direction, phone or browser, the calling and called numbers, start and end times, duration.
How the line closed
The ended reason, such as caller hang-up, agent hang-up or a silence timeout. It says who ended the call, not whether it went well: that is the outcome.
The conversation
The transcript, when transcript shipping is on, and whether a recording is available to download.
The task
For an outbound call placed with a task: the goal, facts, script and escalation rule you sent.
The outcome
Status, reason, summary, and the caller's message when they left one.
Usage
Turn and token counts, when the call recorded them.
From hang-up to your workflow. One push, one optional fetch.
- 1
The call ends
The gateway reports the duration, how the call ended and, when shipping is on, the transcript.
- 2
It is judged
Clear cases, such as no one speaking, are settled by rules. Real conversations are judged by a model against your success criteria.
- 3
Your endpoint hears
A signed
call.endedwebhook carries the call record, and failed deliveries are retried. The outcome can finish after the delivery; fetch the call later to read it. - 4
Your workflow acts
Verify the signature, skip a call ID you have already seen, then update the CRM, open a follow-up or alert your team.
Your policy decides. What is kept and what is sent.
Call data is useful only when access and retention are deliberate. Recording and transcript storage are separate switches, and every read is authenticated.
Privacy policy- Transcripts are a switchOn by default. Turn it off and no transcript reaches our platform. Most calls then get no verdict and no message is picked out, since both are read from the transcript; technical failures and outbound calls nobody answered are still classified.
- Recordings are a separate switchDownload links expire after a few minutes.
- Recording noticeAn approved notice can play at the start of every call, before the caller's audio reaches the agent. One switch for incoming calls and one for outgoing, both off until you turn them on.
- Signed deliveryEach webhook is signed with HMAC-SHA256 over its timestamp and raw body, with a secret you set, shared only between you and our platform.
- Scoped readsReading calls, transcripts and recordings needs an API key with read access.
- Deleted when you need itA call's transcript, caller numbers and recording can be deleted on request. On a self-hosted gateway they can also be deleted automatically after a set period.
Questions.
Can we read transcripts in the dashboard?
No. Recordings play in the dashboard, and the call log shows each call's outcome and summary. Transcripts come through the Voice API and the call.ended webhook.
Do we have to ship transcripts?
No. Transcript shipping is a setting, on by default. With it off, the API returns no transcript, and most calls get no outcome verdict or message, because those are read from the transcript. Technical failures and outbound calls nobody answered are still classified.
Who receives the caller's messages?
The email address set up for your agent. A message carries the name the caller gave, the callback number they said, their request and its urgency.
Why is the outcome sometimes empty in the webhook?
The evaluation can finish after the webhook is sent. Fetch the call by its ID a few minutes later to read it.
How do we know a webhook came from you?
Verify the HMAC signature over the exact bytes you received, reject a timestamp more than five minutes from your clock, and keep the secret in your server's secret store. The webhooks guide has working code.
Can we change what counts as success?
Yes. Write it in the agent's settings in your own words. Until you do, outbound calls placed with a task are judged against the task's goal.
Which call should your agent take first?
Tell us which requests your team handles most often. We'll suggest a practical place to start.