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Open a phone session in the inbox to review call attempts, transcript messages, summaries, and available audio. These are separate outputs and may become available at different times.

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AI calls

AI speech and customer speech appear as transcript messages during the session. Audio recording is controlled separately: open the agent in Channels → Phone → Agents and enable Call recording → Record calls, where that control is available, then save. A transcript does not prove that audio recording was enabled. If recording was off, enabling it later does not recover audio from past calls. Changes to agent settings require Voice settings write access.

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Calls answered by your team

In Settings → Phone Numbers, use Live transcripts → Transcribe calls answered by your team live. Changing this requires Voice settings write access. If a live transcript is unavailable, processing can fall back to a usable recording. If neither usable audio nor transcript exists, a summary may be unavailable. Very short or silent calls may also have no useful text. For human calls on a number owned by a phone agent, that agent’s recording setting also applies to the human dialing path. Check it when live transcription is off and a recording-based summary is expected. For conferences, recording and transcription cover the ongoing call when enabled; the call timeline separately shows participant joins, leaves, and removals.

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Review after hang-up

  1. Open the correct session and select the relevant attempt if there were multiple calls.
  2. Review the call result and participant timeline.
  3. Check transcript messages and the session summary. Allow post-call processing to finish.
  4. Play or download the recording when it is available. Playback requires authorized access; the authenticated recording route requires Voice settings read access.
Do not use recording availability as the sole test that a call happened. Failed dialing attempts and calls with recording disabled can have a call record without playable audio.

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Use summaries in automations

Call Finished can execute before the final AI summary is saved. Its Summary field may be empty. For a CRM note, log the outcome first and have a separate follow-up retrieve the completed session before adding summary text. See Call outcomes and HubSpot phone automation.

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When something is missing

Check the agent’s recording setting, the team’s live-transcript setting, your access, and whether the call had connected audio. Reopen the session after processing. If the result is still missing, share the session link, call time with timezone, direction, and affected attempt with support. See Phone troubleshooting.