Call detail (two-pane page)

Call details is where you debug with evidence.

The page is built as a two-pane workflow on large screens (it stacks on small viewports):

• Left: recording plus transcript and timeline (sticky subheader: player and search for transcript, speaker, and tools).
• Right: Call Insights (tabs; More when there are more than six primary tabs).

At a glance

• From Call logs, open a session to reach Call details.
• Use transcript search to jump to relevant moments in the left column.
• Details, Webhooks, Cost, and Analysis are the main operator tabs for most users.
• Tool calls and Latency need internal platform roles (Superadmin, or platform admin / platform support). Telephony is limited to Superadmin or platform admin. Diagnostics is Superadmin only. Raw data is available to everyone who can open the page, but JSON scope is customer-sanitized for normal tenant users and full for internal staff.
• Header actions can include Open contact and Open campaign when the session is linked.

Left pane: recording and transcript

Recording

If a recording is present, you will see playback controls (play, pause, seek, mute, duration) and open or download actions.

If recording is missing, the UI shows that recording is not available.

Transcript and search

Use the search box to search transcript, speaker, and tool markers.

Common states:

• No transcript available
• No matches found

Right rail: Call Insights tabs

Everyone (with access to the page) typically sees: Details, Webhooks, Cost, Analysis, and Raw data (raw JSON; scope differs by role as noted above).

Internal platform users (superuser, platform_admin, platform_support) also get Tool calls and Latency (from trace data).

Superadmin also gets Diagnostics. Superadmin or platform_admin also get Telephony.

The tab strip shows up to six primary tabs; additional tabs stay under More.

Role and plan differences (important)

• Call logs: some columns and filter fields are Pro-gated (see Call logs list).
• Call details: internal-only rail tabs are gated as above; trace-backed tabs are not loaded for users who cannot access trace.

Details tab (what it contains)

Details is the operator baseline. It typically contains sections like:

• Call details (timestamps, direction, provider, status)
• Participants (from and to identities)
• Configuration (agent and campaign configuration)
• Summary (when present)
• Outcome or campaign context (when linked to a campaign task)
• Follow-up (when linked)
• Extracted data (key and value list from structured session data, when present)

Contact linking: for Unknown caller (sentinel), the UI offers Link to contact; for known contacts, Change opens the relink dialog.

Webhooks tab (integration evidence)

Use Webhooks when something should have logged but did not.

Expect sections like:

• pre-call API evidence
• post-call webhook evidence and delivery results

Cost tab (billing evidence)

Use Cost when investigating spend anomalies.

Expect:

• the customer-visible cost block
• internal-only cost fields for privileged roles

Analysis tab (structured insights)

Use Analysis when you need structured extraction beyond transcript reading.

Common actions:

• run analysis (select a prompt)
• inspect per-prompt results

Tool calls tab (internal only)

Tool calls is for investigating action traces: which tools were called, with what input and output.

It typically supports:

• filtering for success vs failure
• viewing input and output payloads

Latency tab (internal only)

Latency is for diagnosing why the call felt slow.

It can include:

• voice-to-voice latency
• STT, LLM, and TTS breakdown
• queue-to-connect time
• turn-by-turn tables

Diagnostics tab (superadmin only)

Diagnostics is for deep runtime inspection and linkage.

Expect:

• identifiers
• runtime variables
• errors
• linkage and internal trace metadata

Telephony tab (internal only)

Telephony is for provider-level debug evidence.

Expect:

• answering machine detection
• webhook events
• outbound call logs
• normalized fields and request and response payload blocks

Raw data tab

Raw data provides a JSON-oriented view. The scope of what is shown is customer-sanitized for normal tenant users and full for internal platform staff.

Recommended operator flow

1. Verify recording and transcript exist.
2. Read Details for context.
3. Check Webhooks for integration failures.
4. Check Cost for billing anomalies.
5. Use Analysis when you need structured insights.