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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. The AI call card in the session details panel shows the AI agent the session started with: its name, whether it is an inbound or outbound agent, its languages, and its phone and caller numbers, above the call recording. Later calls in the same session can use a different agent; the card always shows the one the session started with. Teammates with Voice settings read access can select the name to open the agent’s settings. Call sessions without an AI agent, such as calls answered or dialed only by your team or sessions whose agent was deleted, show No AI agent is linked to this session. The call summary appears in the AI summary card. Workspace admins can move or hide the AI call card with the session sidebar layout or under Settings → Workspace → Session details cards. 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 → Voice & Telephony, use Live transcripts → Transcribe calls answered by your team live. Changing this requires Voice settings write access.

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Suggestions during the call

With live transcripts on, you can also turn on Suggest answers during calls below the toggle. It is off by default and requires Voice settings write access. While a teammate is on a call, the session’s side panel in the inbox shows knowledge answers, saved replies, suggested replies and alerts such as legal language or a request for a supervisor, based on what the customer says. Calls stay human calls: suggestions use no AI minutes and never count as AI resolutions.

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Call languages

Live transcripts can mistake unclear phone audio for another language and write words nobody said, such as a line in another alphabet on a Danish call. Tell OpenCX which languages your calls are in so the transcript stays in them:
  • Organization default: in Settings → Voice & Telephony, turn on Live transcripts → Transcribe calls answered by your team live, then pick languages under Default call languages, which appears below the toggle. Requires Voice settings write access.
  • Per team: in Settings → Teams, open the team and pick Call languages under its telephony settings. Leave it empty to use the organization default.
  • Per call, from your IVR: after the caller picks a language in your call flow, add a Set Session Language step with that language. The transcript is then tuned to that language first. Words in the team’s or organization’s call languages are still kept, so your agent can switch to another of them without losing lines.
Each call uses the first of these that is set: the call languages of the team the call rang, the languages of the phone agent that owns the number, then the organization default. When a call is handed over from a phone agent and rings no team with call languages, that phone agent’s languages apply, not the organization default. A session language someone chose (the Set Session Language workflow step, or an agent changing it in the inbox) is added on top and tunes the transcript to it. A language detected automatically for translation is never used. With none set, the language is detected on every call, as before. Calls your team dials out, and calls your IVR transfers to an outside number, are not rung through a team, so they skip team call languages and use the session’s chosen language, the phone agent’s languages, or the organization default. When a call has languages, words written in an alphabet none of them use are left out of the transcript. Latin letters are always kept, so names, product codes, and email addresses survive on calls in any language. Words in another language that shares an alphabet with yours, such as German on a Danish call, become less likely but are not removed. Pick only the languages your callers actually speak, and add English if your calls mix it in. Changes apply to calls answered after you save. Calls handled by an interpreter always receive transcript messages, with each turn shown in the language the other side heard and Show original message for what was said. The live transcripts setting does not apply to them. 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. A team can turn off Record calls under Settings → Teams so its teammates’ answers do not start a recording; a recording the phone agent or call flow already started keeps running. See Team call recording. When a phone agent hands a call to a teammate, the agent’s recording covers the whole call, including the teammate’s part, and becomes playable after the call ends. If the call flow’s transfer has Record human call off, the recording stops when the teammate answers. Until the call ends, the recording is not available anywhere: the API returns no recording URL, and a Transcribe voice recording workflow step that runs during the call fails, even with the session-transcript fallback on. 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. Workspace admins with Voice settings write access can enable Allow agents to turn off call recording under Settings → Voice & Telephony. This setting appears only when telephony is enabled and is off by default. When off, agents cannot opt out and existing recording settings apply. Changes apply to new calls; an active call keeps its recording choice. When your workspace allows it, turn off Record audio in the dialer before calling to skip saved audio for that call. This choice does not turn off live transcripts or summaries generated from those transcripts. The choice resets for the next call and does not override a phone agent’s recording setting when left on. 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 permission to read the session.

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Keep listening while you work

Select Play recording in the call timeline or session details. Playback continues when you open another session or navigate to another dashboard page. When the original controls leave view, a draggable Call recording player appears with play/pause, seeking, playback speed, download, and close controls. Select the caller label to return to the source session. Only one call recording plays at a time. Opening another session keeps the current recording playing; selecting Play recording on another recording replaces it. Incoming and outgoing live calls pause playback. Resume it manually after the call. Closing the player, signing out, switching organizations, or refreshing the browser stops playback. 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 answering team’s Record calls setting, the workspace 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.