Calls and Transcripts

Every call your AI agent handles is saved in Call History with an AI summary, a full transcript, AI insights and, when recording is on, the audio. It lets you and your team see what happened on any call without having to listen to all of them.

Where to find your calls

Open Call History from the sidebar. The page lists every inbound and outbound call in your workspace, newest first, and the subtitle shows how many calls you have in total. Next to it in the sidebar, Threads groups the same calls with text messages per contact (see below).

Each row in the list gives you a quick read of the call: the caller’s name (or number, if they are not a saved contact), the time, a one-line AI summary, a sentiment badge, the call length, the agent that answered, how many AI insights were found, and the language the call was held in.

Filter and search the list

• All, Inbound, Outbound — show every call, or only one direction.
• Search by number... — type part of a phone number to find calls from that caller. The search matches the caller’s phone number, not names or summary text.
• Date range — pick a start date and an end date to narrow the list. Press Clear to remove the dates again.

Open a call

1. 1
   Click any call in the list. The detail panel opens with the caller, time, length and direction at the top.
2. 2
   Read the AI Insights cards: Lead Score, Intent, Mood (with an urgency level), Outcome, whether a Follow-up is needed, and a Suggested: next step.
3. 3
   Read the Summary — a short, plain-language recap of what the caller wanted and what happened.
4. 4
   Play the recording, if the call was recorded. Use Download audio to save it as an MP3 file.
5. 5
   Scroll to the Transcript, where every turn is marked Caller or Agent. Long calls show 20 turns at a time; press Show more to see the rest.

How AI summaries are made

When a call ends, Good2Go reads the full transcript and writes a summary of one to three plain sentences in the language the call was held in. The same pass rates the caller’s mood and fills in the insights cards. This happens automatically after every call, so a call that just ended may take a moment before its summary appears; until then the row shows No summary available.

If the caller hung up without saying anything, the summary says so instead of guessing. If you turned on call notifications by email or text, the same summary is what you receive, and the link in the email opens that call in Call History.

Call recording

Recording is set per agent and is on by default for new agents. To change it, open AI Agents, pick the agent, go to the Compliance tab and tick or untick Enable Call Recording. The change applies to future calls only; calls that were not recorded stay without audio.

A recording can take a moment to become available after the call ends. If you open a call too soon you will see a note that the recording isn’t ready yet; open it again shortly. Whether calls are recorded depends on your plan. If your plan does not include recording downloads, you can still play recordings, but the Download audio button is hidden.

Translate a call

If your plan includes it, you can read any call in another language. Above the transcript, switch between Original, Translated and Side by Side, then choose a language under Translate to. The list offers the languages your business is set up for, plus English. The summary is translated along with the transcript.

Under Translated audio, press Generate to hear a spoken version of the call in English, Spanish, French, German, Dutch or Arabic. Tick Separate voices to give the caller and the agent different voices instead of a single narrator. Once generated, the audio is kept, so reopening the call later loads it straight away.

Threads: calls and texts per contact

Threads shows one conversation per contact, with calls, SMS and WhatsApp messages and notes on a single timeline. Use the All, New Leads, Follow-up and Urgent tabs to triage, press View Transcript to read a call inline, and Add Note to leave context for your team. Website chats are kept separately on their own page; see Website chat and WhatsApp for those channels.

See the trends in Analytics

For totals rather than single calls, open Workspace Settings and choose the Analytics card. It shows Calls Today, Calls This Week, Avg Duration, Repeat Callers, Call Volume, Call Outcomes, Agent Performance per agent and Languages Detected.

Tips

• Skim the summaries and the Follow-up card each morning to catch callers who are waiting on you.
• Read a few transcripts after you change an agent’s instructions to check it now answers the way you want. See AI agents.
• Owners and Admins can press Block number on a call to stop an unwanted caller from reaching your agent again.

Frequently asked questions

Why does a call have no recording?

Either recording was off for that agent when the call happened, the recording is still being processed, or your plan does not include recording. Turn on Enable Call Recording in the agent’s Compliance tab to record future calls.

Who on my team can see calls and play recordings?

Everyone in your workspace who can open Call History can read summaries and transcripts. Everyone except the read-only Viewer role can also play and download recordings. Blocking a caller is limited to Owners and Admins. See Team to manage who has access.

Can I keep a copy of a call?

Yes. Press Download audio under a recording to save it as an MP3 file, and the same button appears under a generated translated audio version.

The summary seems wrong. What can I do?

The summary is written from the transcript, so read the transcript to see what was actually said. If the agent misunderstood the caller, improve its instructions or knowledge; see Knowledge.