Release Date:- 17 February, 2026
We have introduced a new option, AI Voice Agent Call (IM), under the Call Log section in the Header module.
This feature allows agents to view AI-generated summaries of conversations with clients, along with the complete conversation transcript in text format. Agents can also view the call duration and play the recording.
Use Case: This feature enables agents to quickly review client interactions without listening to the full call recording.
It helps in understanding discussions, tracking communication history, and improving follow-ups and service quality.
To View the Enhancement:
- Navigate to the Header menu.
- Click on Call Log.
- As shown below, AI Voice Agent Call (IM) is available.
- Click on AI Voice Agent.
- As shown below, Recording, Transcribe, Duration, and Chat options are available.
To view the conversation summary between the agent and the client:
- As shown below, click the Transcribe icon.
- A pop-up appears showing Audio Transcribe in progress.
- After processing, a success message: “Audio transcribed successfully” appears.
- The Transcribed Audio pop-up opens, displaying:
- Transcribed text
- Conversation summary
You can also:
- View the conversation status.
- Play the call recording.
- Check thecall duration.
To view the complete conversation in text format:
- In the Chat section, click View.
- A chat panel opens on the right side, displaying the full conversation between the agent and the client in text format.
Note: The Transcribe option and call recording playback are also available in the Communication section of Contact 360.
