Operate and troubleshoot logs safely
Call transcripts and contacts can contain personal or sensitive business information. Use the minimum workspace access necessary, disclose transcription practices where required, and avoid asking callers for secrets the workflow does not need.
Production validation checklist
For each important call path, verify:
- one call record appears under the correct workspace and agent;
- started time and duration are plausible;
- Agent and Lead transcript turns are correctly labeled;
- the transcript preserves critical names, dates, numbers, and confirmations;
- the outcome matches the function result or conversation;
- the related contact has correct details, status, and notes;
- Voice Usage and Tools reflect the expected actions; and
- Analytics includes the call in the expected time bucket and agent filter.
Troubleshooting matrix
| Symptom | Check |
|---|---|
| Call does not appear immediately | Wait for the session to close and the approximately 15-second Call Logs refresh. Confirm the active workspace. |
| No transcript | Confirm speech was recognized and the media or browser session closed normally. Very short or failed connections can have no turns. |
| Transcript exists but no summary | Browser tests do not run live post-call analysis. For a live call, allow background processing and refresh. |
Outcome is other | Inspect the transcript for ambiguity and confirm whether post-call analysis failed. Prefer a tool-confirmed result for critical actions. |
| Wrong caller details | Compare the transcript with caller ID and the destination-system record. Extraction is probabilistic. |
| Contact is missing | Confirm at least one caller detail was available or a lead-creating function succeeded. |
| Cost is zero or delayed | Check whether the live call was answered, whether per-agent seconds carried forward, and whether the ledger event has finished posting. |
| Extra Async Action row | It is a metered ledger event without a call ID, not an additional phone call. |
| Analytics count differs from expectation | Match filters and time range, then account for async events, separate contact records, and late outcome enrichment. |
Data lifecycle boundaries
The current interface does not expose a configurable call-retention period, individual call deletion, transcript export, or recording download. Establish your operational retention and access process with those product boundaries in mind.
Deleting an agent removes its calls and contacts and unassigns its phone number. Export or preserve required records through an approved process before deleting the agent.
Improve reliability
- Prompt the agent to repeat and confirm critical values.
- Use recognition key terms for recurring names and specialist vocabulary.
- Use connected functions as the source of truth for bookings, transfers, messages, and CRM intake.
- Review a sample of transcripts and outcomes after material prompt, model, voice, or function changes.
- Test both the draft in the browser and the published agent over the phone.
See Test and troubleshoot speech and Test and troubleshoot functions for deeper diagnosis.
For the platform-wide data map, caller disclosure, retention boundaries, and deletion behavior, see Security, privacy, and data retention.