Why it matters
Call recordings and detailed logs help teams verify information, assess call quality, and maintain accurate customer histories. They provide a complete overview of each interaction for training, compliance, and follow-up.
Key Concepts
Call recording: The audio file generated during a Whippy Business Phone call, available for playback or download.
Call details: Metadata associated with each call, such as direction, duration, channel, and handling user or agent.
All Calls: A centralized list of all Whippy Business Phone calls across the organization.
Call analysis: Additional insights such as summaries or caller sentiment when available.
Step-by-Step: Access Call Recordings
Go to Inbox.
Select All Calls from the left-side menu.
Open the call entry you want to review.
Click Play to listen to the recording.
To view a recording from a conversation:
Open the contact’s conversation.
Scroll to the call record.
Click Play.
Step-by-Step: View Call Details
Open a call entry from All Calls or from a contact conversation.
Review available call information, including direction, channel, handling user or agent, status, and duration.
Expand metadata or analysis sections if available.
Download the recording as a .wav file if needed.
Call Details Available
Call direction (inbound or outbound)
Call channel
Handled by (user or agent)
Call status
Duration
Date and time
Metadata and call analysis (when available)
Contact information
Previous conversations
AI-driven analysis (if enabled)
Tips and Best Practices
Download recordings for training, quality review, or compliance needs.
Pair recordings with call transcripts for faster review.
Use call metadata to identify routing or workflow issues.
Review call analysis fields to understand trends and caller sentiment.
Troubleshooting
Issue | Possible Cause | Fix |
Recording not available | Call recording disabled for the channel | Enable Recordings in the channel’s Call Flow settings |
Audio not playing | Browser limitation or device issue | Download the .wav file and play it locally |
Missing call details | Incomplete call log | Refresh the page or confirm call logging is enabled |
Call analysis not shown | Analysis features not enabled or not available for the call | Review the recording and transcript directly |