Voice Conversations

Manage and view all voice call conversations from the Phone / Voice page.

Accessing Voice Conversations

Phone / Voice Page

Navigate to Phone / Voice in the messaging navigation to view all voice conversations. This page is only visible for plans that have voice minutes configured (voice_minutes > 0).

Note: If you don't see the Phone / Voice navigation item, your plan may not include voice service. Contact support to upgrade your plan.

Viewing Conversations

Conversation List

The Phone / Voice page displays all voice conversations in a table format with:

• Status: Call status (Completed, Active, Missed, Ended)
• Phone Number: Caller's phone number
• Contact: Contact name and company (if available)
• Duration: Call duration in minutes:seconds format
• Summary: AI-generated call summary (when available)
• Recording: Link to listen to call recording (when available)
• Started: Call start date and time

Status Types

• Completed: Call completed successfully
• Active: Call is currently in progress
• Missed: Call was not answered or ended prematurely
• Ended: Call ended normally

Search and Filter

Search

Search conversations by:

• Phone number
• Transcript content
• Contact name or company

Search results update as you type (debounced for performance).

Status Filter

Filter conversations by status:

• All: Show all conversations
• Completed: Only completed calls
• Active: Only active/in-progress calls
• Missed: Only missed calls

Call Details

Viewing Full Conversation

Click on any conversation row to view the full conversation details:

• Complete transcript
• All messages exchanged
• Contact information
• Call metadata
• Recording playback (if available)
• AI summary details

Call Summary

Each voice conversation includes an AI-generated summary that provides:

• Brief 2-3 sentence overview
• 3-5 key points discussed
• Call outcome
• Next steps or action items
• Overall sentiment (positive, neutral, negative)

Summaries are automatically generated after calls end and typically available within a few seconds to 30 seconds.

Call Recordings

When call recording is enabled:

• Recordings are automatically saved after calls end
• Access recordings via the "Listen" link in the conversation list
• Recordings open in a new tab for playback
• Recordings are stored securely by Telnyx

Note: Recordings may take a few minutes to process after the call ends.

Transcript Availability

Real-Time Transcripts

During active calls:

• Partial transcripts are available in real-time
• Transcripts update as the conversation progresses
• Final transcripts are saved immediately after each user utterance

Post-Call Transcripts

After calls end:

• Complete transcripts are available immediately
• All messages are saved to the conversation
• Transcripts include both customer and assistant messages

Plan-Based Access

Voice Service Requirements

The Phone / Voice page is only available for plans that include voice service:

• Plans with voice_minutes > 0 have access
• Plans without voice service won't see the navigation item
• Voice conversations are still accessible via the main Conversations page with channel filtering

Dashboard Integration

For voice-enabled plans, the Dashboard includes:

• Voice conversations card showing total voice conversation count
• Quick access to the Phone / Voice page
• Voice-specific metrics and analytics

Real-Time Updates

The Phone / Voice page updates in real-time when:

• New calls are received
• Calls are completed
• Transcripts are updated
• Summaries are generated

No page refresh is needed to see the latest conversations.

Best Practices

1. Monitor Active Calls: Check the Active filter to see calls in progress
2. Review Summaries: Use AI summaries to quickly understand call outcomes
3. Listen to Recordings: Review recordings for quality assurance and training
4. Search Regularly: Use search to find specific conversations quickly
5. Check Missed Calls: Review missed calls to identify potential issues

Troubleshooting

Phone / Voice Page Not Visible

• Verify your plan includes voice service (voice_minutes > 0)
• Check that voice provider is configured in Settings
• Contact support if you believe you should have access

Summaries Not Appearing

• Summaries are generated automatically after calls end
• Wait a few seconds to 30 seconds for summary generation
• Check that the call completed successfully
• Review conversation detail page for summary status

Recordings Not Available

• Verify call recording is enabled in Settings
• Recordings may take a few minutes to process
• Check that the call was actually recorded
• Review recording settings in voice configuration

Transcripts Missing

• Transcripts are generated in real-time during calls
• Check that the call was answered and connected
• Verify webhook configuration is correct
• Review conversation detail page for transcript status

For more troubleshooting help, see Troubleshooting Guide.

Related Documentation

• Voice System Overview - Voice system features
• Voice Setup Guide - Configure voice provider
• Voice Configuration - Advanced settings
• Voice API Reference - Programmatic access