Conversations
Transcripts, summaries, sentiment and outcomes for every call and chat
Every call and chat your agents have (WhatsApp, and the text chat on their public page and website widget) is kept in Conversations, test calls included: who it was with, on which channel, how long it lasted, the full transcript with every tool the agent ran, and a review written when it ended.
What's recorded
| Channel | web (the public page, and clients without a browser Origin: servers, native apps), widget (a website: the widget, or the SDK on your site), web_chat (a text chat on the public page or in the website widget), test (a dashboard test call), whatsapp_chat, whatsapp_call |
| Contact | The customer's name and number when known: on WhatsApp, their profile name and number. Web callers are anonymous. |
| Transcript | Every turn, in order, with the time. When the caller interrupts, the agent's unfinished sentence is kept and marked … where it was cut. Tool runs show the tool, the values it got, and whether it worked. A short note marks where the agent started a reply in another language and was stopped. The latest 400 entries are kept. |
| Duration and usage | How long it lasted, and the minutes or messages it used from your plan |
| End reason | Why it ended (below) |
| Summary, sentiment, outcome | Written by AI right after the end |
For Arabic agents, the Darija turns that speech recognition wrote in Latin letters are rewritten in Arabic script after the call, as they were said: transliterated, never translated. The transcript then reads like the conversation sounded. Lines in another language stay as they were said.
The review
When a conversation ends, Voice213 reads it and writes:
- a summary of one to three sentences: what the customer wanted and what happened. It's in Arabic for Arabic agents, and in the agent's language otherwise;
- the customer's sentiment: positive, neutral or negative;
- the outcome:
| Outcome | Meaning |
|---|---|
resolved | The customer got what they needed |
lead | An order, a booking or contact details were captured |
follow_up | Your team must get back to them |
unresolved | They didn't get what they needed |
no_answer | No real conversation happened |
Filter the list by agent, channel or sentiment, or search the transcripts, names and numbers. To act on outcomes (call back every follow_up, count leads per day), use the conversation.ended webhook, which carries the same review.
Test chats in the dashboard and automated test runs aren't stored here. Their results stay on the Tests page.
End reasons
| Reason | What happened |
|---|---|
agent_ended | The agent said goodbye and hung up |
caller_ended | The caller pressed hang up |
caller_hangup | The caller's connection closed: tab closed, network lost |
max_duration | The call reached its longest allowed length |
silence | The caller stayed silent after the agent checked on them twice, and the agent said goodbye |
connection_lost | The connection to the voice model dropped |
accept_failed, media_failed | A WhatsApp call couldn't be connected: Meta refused the answer, or the audio link failed |
idle | A WhatsApp thread closed because the customer wrote again more than 24 hours after their last message |
WhatsApp threads
On WhatsApp, a conversation is a thread with one customer. It stays open while they keep writing, collecting every message and reply. When they write again more than 24 hours after their last message, the thread is closed and reviewed, and a new one opens. Until then it stays open, so a thread's review and its conversation.ended event come when the customer next writes. Its usage is the replies it counted: one message for a text reply, two for a voice note.
Privacy
Conversations stay in your account. You can delete any of them from its page. Deleting an agent deletes its conversations too.
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