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The conversation detail page

Every conversation has a detail page — the single place where its audio, AI results, evaluations, and collaboration data come together. Open it from the Conversations list by expanding a row and clicking More details or Open in new window.

The conversation detail page

The detail page: the page title shows the conversation's date and time; below it are the audio player with waveform and the tab bar. The Conversation Details tab opens with the AI summary.

Page layout

From top to bottom:

  • Title — "Conversation on date, time", with Export to PDF and an action menu on the right. Depending on your permissions, the action menu includes marking the conversation confidential, setting the Do-Not-Delete flag, and deleting it.
  • Edit Tags — assign or remove tags.
  • Audio player — waveform playback with speed control; see Playing a conversation.
  • Tabs — the rest of the page is organized into tabs.

Tabs

Tab What it contains
Conversation Details Summary, sentiment, metadata, and parties — see below.
Analytics AI insight values grouped by category — CX metrics, call reason and outcome, sales metrics, and any custom insights. See AI insights.
Transcript The speaker-separated transcript — see Transcripts.
QA Evaluations of this conversation; the badge shows how many exist. See Quality Assurance.
Shared access Who this conversation is shared with — see Sharing conversations.
Notes Threaded notes; the badge shows how many exist. See Notes & collaboration.

Tabs appear only when relevant to you: for example, the Analytics and Transcript tabs require an available transcript together with transcript-view and playback permissions.

The Conversation Details tab

The first tab collects the conversation's core information:

  • Call Summary — the AI-written summary of the conversation: what it was about, key facts, the outcome, and action items. See Conversation summaries.
  • Sentiment Score — overall, agent, and customer sentiment scores with a written explanation. See Sentiment.
  • Info — metadata: group, user, date and time, duration, direction, disconnect cause, and other attributes captured with the conversation, including custom fields.
  • Caller party / Called party — the participants' numbers and names. For an external party you can associate the conversation with a client.
  • All calls in this interaction — appears when the conversation is part of a group of related segments; see Grouped conversation segments.
  • Audit Trail — a collapsible log of who accessed or changed this conversation.

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