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Every call — inbound, outbound, simulation, or widget session — lands in Call History (/dashboard/call-history), newest first. This is where you find out what your agent actually said, and where you can step into a live call and steer it.

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Find the call

The list filters by Date, Type, From, To, Agent, and Status, and the Columns button controls what each row shows. Phone numbers take labels (e.g. “Acme Corp”) so recurring callers are recognizable at a glance. Click any row to open the call.

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Read the conversation

The transcript shows every turn, word for word — including the agent’s tool calls and their results. It’s the fastest way to spot where the prompt needs tightening. Alongside it:
  • View the exact prompt snapshot the call ran with (and download it) — what the agent was told, not what the agent is told today.
  • Create test case — turn this conversation into a reusable simulation scenario.

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Hear it back

Ended calls have a recording — scrub the waveform to replay any moment, or download the audio.

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Listen in — live

While a call is in progress, the recording spot offers Listen in instead. Click it and you join the call silently: you hear everything, and nobody on the call hears you. Use it to watch a new prompt take its first real traffic, or to supervise a campaign as it runs. The Live page shows every in-progress call across the org, one click from the same experience.

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Whisper — coach your agent mid-call

Once you’re listening, a whisper bar appears. Whatever you type goes straight to your agent: the caller never hears it, and the agent follows the instruction live, mid-conversation. Try one on your next simulation: wrap up the call politely. Or in production: the caller is a VIP — offer the expedited option, stop offering refunds, ask for their order number. Whispers are first-class steering — private operator guidance of up to 500 characters per message. They show up in the call’s internal history but never in the customer-facing transcript, and the agent treats them as instructions, not conversation.
Listen-in and whisper are also available over the API — see the calls reference — so you can build your own supervision console.

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Close the loop

Spotted a problem? File an issue on the call — issues carry severity and status and queue up for triage on the Issues page. Recurring themes across many calls are what Reports and Observability are for.

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Next steps

Simulate a call

Practice listening in and whispering on an AI caller first.

Calls API reference

Transcripts, history, audio, grading, and export over REST.

Issue reports API

File and query issues programmatically.

Fix the prompt, redeploy

Every deploy is versioned — iterate fearlessly.