Call recordings
Listen to recordings and read transcripts of your AI calls, from a contact's page or from call statistics, and export call records.
Play a recording and open a transcript on a contact's page, find calls in Statistics › Calls with the Audio and Transcript columns, use Bot Activity, and export call records.
Bigly keeps a recording, a transcript and a short summary of each AI call. Use them to check what the agent said, coach your team, review a transfer that dropped, or settle a question about what a lead agreed to.
A contact's page with the Calls panel open, showing two calls with date, direction, result tag and length, an audio player on the first call and its Transcript section expanded.
Before you start
- You need permission to view calls. If you can't see the pages below, ask an admin on your account. See Team members.
Listen from a contact's page
- Open the contact from Contacts or the Inbox.
- Find the Calls panel. Each call shows the date and time, the direction, the result tag and the length.
- Press play on the audio player to listen to the recording.
- Click Transcript to read the conversation.
After an AI call, Bigly also adds a Call Summary note to the contact, unless the call reached voicemail.
Find calls in statistics
- Go to Statistics › Calls.
- Use the search box and the Result, Tags, Direction and Call Length options to find the calls you want. Switch on Group by Day to see daily totals instead of single calls.
- Use the Audio column to play a recording and the Transcript column to read it.
The same list shows From, To, Time, Length, the transfer details, Answered, Meeting Status, Failure Reason and DNC for each call. See Call statistics for the rest of this page.
The Statistics › Calls list with the Audio and Transcript columns, one row's audio playing, and the Export button at the top right.
Review AI calls in Bot Activity
AI › Bot Activity lists the agent's recent conversations. Open a contact to see each call's start time, who started it, duration, numbers and the TRANSCRIPT/RECORD links. See Bot activity.
Export call records
On Statistics › Calls, click Export to download the call list as a spreadsheet.
How recordings are stored
- Recordings and transcripts are kept with the call in your Bigly account.
- If you've connected an integration such as Bullhorn, Bigly can also add the call transcript to the contact there.
Some states and countries require you to tell people a call is being recorded, or to get everyone's consent. Make sure your scripts and processes meet the rules that apply to you, and get your own legal advice if you're unsure.
Troubleshooting
There's no audio player on a call. The call may not have connected, or the recording may still be processing. Check again in a few minutes.
The transcript is empty. Calls that reached voicemail or ended within seconds may have little or nothing to transcribe.