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Call history, recordings and voicemail

Find past calls in Dialstitch, play recordings, read transcripts, manage voicemail, set the recording announcement and put calls on legal hold.

Every call your team makes or takes lands in Calls, with its recording, transcript and AI summary once they're ready.

Find a call

  • Open Calls. The list shows every call in your organization, 25 to a page, newest first.
  • Filter with All, Missed, Inbound, Outbound and Voicemail. The AI Calls tab shows calls placed by the AI.
  • Rows show the disposition and any AI Moments found.
  • The number next to Calls in the sidebar counts calls missed since you last opened the page.
  • To search inside transcripts, texts, chat and contacts at once, use Search in the sidebar.

A call's page

Open a call to see:

  • The recording, with a player.
  • The AI summary, action items and AI Moments.
  • Sentiment, overall and from start to end, and a predicted customer satisfaction score.
  • The full transcript. Use Search Transcript to find a word.
  • QA evaluations, playbook results and any workflow steps the call went through.
  • Notes and the disposition. Use Add Notes and Set Disposition to change them.

While the transcript is being made, the page refreshes on its own. From the call you can also open the conversation with that person or share the call in team chat.

Recording announcement

Calls are recorded automatically. Admins choose what inbound callers hear under Admin, then Recording Announcement:

  • Announce that calls are recorded is on by default.
  • The Announcement can be up to 500 characters. The default is "This call may be recorded for quality and training purposes."
  • It plays to inbound callers right after the call is answered, before any menu or ringing. Outbound calls don't get an announcement.

Admins can select Place legal hold on a call's page. A call on legal hold is never deleted by your retention policies. Select Release legal hold to undo it.

Voicemail

Open Phone, then Voicemail, or the Voicemail filter in Calls. All shows every voicemail in your organization. For me shows yours.

  • Each voicemail has a player, a transcript and a summary.
  • Mark it as read or unread, call back or delete it.
  • Callers can leave up to 5 minutes and press # to finish.
  • Set your greeting in Settings > Voicemail.

Live transcription and AI notes

What the AI writes after a call.

Data retention

How long recordings are kept.

Calls API

Pull calls and recordings into your systems.