Call History
What it does
The Call History page gives you a complete record of every call your AI receptionist has handled. You can see who called, how the call ended, whether a message was taken, and how the caller felt during the conversation. If call recording is enabled, you can play back the audio directly from this page. All call records are kept for 60 days.
How to get there
Click Calls in the left sidebar. A blue dot on the sidebar icon means new calls have come in since you last visited this page — it clears automatically when you open the page.
Step-by-step
Reading the call table
Each row in the table represents one call. The table refreshes automatically every 30 seconds, so you do not need to reload the page to see new calls.
The columns show:
- Date — when the call happened
- Call SID — a unique identifier for the call. Click the copy icon next to it to copy it to your clipboard (useful when contacting support about a specific call)
- Caller — the name the receptionist identified, if one was provided
- Caller Number — the phone number the call came from
- Outcome — how the call ended (see the list below)
- Sentiment — whether the caller came across as positive, neutral, or negative during the conversation
- Contact — the person in your contacts directory who was matched to this call
- Duration — how long the call lasted
- Recording — an audio icon appears here if a recording is available for the call
Understanding call outcomes
| Outcome | What it means |
|---|---|
| message_taken | The caller left a message that was forwarded to your team |
| no_message | The receptionist handled the call but no message was taken |
| no_match | The receptionist could not identify a relevant contact or department |
| transferred | The call was transferred to a team member |
| voicemail | The caller was sent to voicemail |
Searching for a specific call
Use the search box at the top of the page to filter by Call SID. This is useful when you have a specific call in mind — for example, if a caller reported an issue and gave you a reference number. The search runs on the current page and updates as you type.
The table shows 50 calls per page. Use the pagination controls at the bottom to move between pages.
Opening a call’s details
Click anywhere on a call row to open the call detail drawer on the right side of the screen. The drawer has several sections:
Metadata — A summary of the call: caller name and number, outcome, sentiment, call duration, and any notes captured during or after the call.
Audio player — If recording is enabled on your account, you can play back the full call audio directly in the browser. The audio is available only within the drawer — it is not downloadable from this page.
Transcript — A full transcript of the conversation between the caller and your receptionist. The transcript is organized in a tabbed view so you can read through the exchange. This is particularly useful for reviewing exactly what was said before a message was taken or a transfer was made.
Share link — If recording sharing is enabled on your account, a shareable link is available in the drawer. This link can be sent to someone who does not have a login. The link expires based on the expiry your account has configured. See Call Recording for how to enable sharing and set the expiry.
Tips
- Check the blue dot daily. The sidebar shows a blue dot whenever calls have come in since your last visit. Make it a habit to check the Calls page each morning to stay on top of overnight activity.
- Use the transcript to verify message accuracy. If a contact tells you the message they received was incomplete or unclear, open the call in the drawer and read through the transcript to see exactly what the caller said.
- Sentiment is a signal, not a verdict. A negative sentiment tag means the caller’s tone came across as frustrated or upset during the conversation — it does not mean the call went poorly. Use it as a prompt to follow up with that caller directly if needed.
- Copy the Call SID before contacting support. If you notice an issue with a specific call — wrong outcome, missing transcript, audio not playing — copy the Call SID first. Support will need it to investigate.
- Call records expire after 60 days. If you need to keep a record of a call longer than 60 days, note the relevant details or transcript text before the record is removed.
Troubleshooting
I do not see recent calls. The page refreshes every 30 seconds automatically. If calls are still not appearing, try reloading the page manually. If the problem continues, check that your phone number is active and receiving calls by going to Settings > Phone.
The audio player is not working. Audio playback requires call recording to be enabled on your account. If the recording column shows no icon for a call, recording was either not enabled at the time of the call or was not available for that call. Contact support at support@azumo.com if recording is enabled but audio is still missing.
The transcript is empty or very short. Transcripts are built from the live conversation. If a call was very brief or the caller hung up immediately, the transcript may contain only a line or two. This is expected.
I searched for a Call SID but got no results.
The search filters the current page of 50 results, not your entire call history. If the call you are looking for is older, use the pagination controls to go back to the page where that call would appear by date, then search again. Also make sure you are pasting the full Call SID — they begin with CA.
The outcome shows “no_match” but I have a contact for that person. This usually means the receptionist could not connect the caller to a contact — either because the caller’s name was not recognized, or the contact was not active at the time of the call. Check the contact’s record in Contacts to confirm they are active and their name or aliases are set correctly.
A share link is not showing in the drawer. Sharing is a separate setting from recording. Both call recording and recording sharing must be enabled on your account. Go to Agent > Call Recording to check and enable both. If you do not see those options, contact support.
Related
- Call Recording — enable call recording and recording sharing
- Contacts — manage the directory your receptionist uses to match callers
- Notifications — set up email, Slack, or SMS alerts when a message is taken