Call activities in Inbox list every call with a Contact, including ongoing, missed, and transferred calls. Review them from the Call activities tab in the sidebar, without leaving the conversation. For recorded calls, you can play the recording, read the transcript, and view an AI call summary.
Viewing call activities
When a Contact has call-related history, all call-related activities are available in the dedicated Call activities tab.
Ongoing calls will always appear at the top of the list.
These activities are grouped by date, which is the same as the other Activities tab.
The following call-related events are recorded:
Permission request accepted / declined
Incoming & outgoing calls (ongoing and ended)
Missed call or no answer
Call ended due to maximum duration
AI Agent transferred call to human agent (accepted, missed, or declined)
Call details
If enabled in Workspace settings, additional call details such as recordings, transcripts, and AI call summaries are available for each call.
To see them, click View call details on the event card for the call in the Conversation view.
The Call details view opens in the sidebar, with the recording player and the Summary and Transcript tabs.
Call recordings
Call recordings let you review calls with Contacts after they end.
This is what you can do with call recordings:
Play back the recording from the call card in the Call activities tab, or from the Call details view.
Download recordings for offline reference.
For calls that include an AI Agent to human agent transfer — including any missed or declined transfer attempts — the entire interaction is saved as a single recording file.
Call transcripts
Transcripts are available only if Call Recording and Call Transcript & AI Call Summary are enabled in Workspace settings.
This is what you can do with call transcripts:
Click View call content on the call card to open the Transcript tab of Call details.
Copy text for easy reuse.
Download full transcripts for documentation or compliance.
For calls that include an AI Agent to human agent transfer — including any missed or declined transfer attempts — the entire interaction is generated as a single transcript.
AI call summaries
AI call summaries recap a call, so you don’t need to read the full transcript or play the recording.
A summary is generated automatically from the transcript after a recorded call ends. It’s available only if Call Recording and Call Transcript & AI Call Summary are enabled in Workspace call settings. Each summary includes:
Title: A short description of what the call was about.
Summary: The key points discussed and the outcome.
Action items: Next steps, including who’s responsible and any due dates mentioned.
The summary is written in the language spoken on the call. If the language isn’t clear, it’s written in English.
For calls that include an AI Agent to human agent transfer, one summary covers the entire call, from start to finish.
View an AI call summary
In the Conversation view, click View call details on the event card for the call. The title of the summary appears on the card.
Select the Summary tab.
You can also find summaries in the Call Summary column of the Call Log in Reports > Calls. Hover over a summary to read more of it.
Copy or download an AI call summary
Click Copy to copy the whole summary to your clipboard.
Click Download to save it as a .txt file. The file also includes the numbers involved, Channel, language, duration, and timestamp.
If an AI call summary is empty or unavailable
If the call has no key points, the Summary section shows "No summary points available".
If the call has no follow-up tasks, the Action items section shows "No action items required".
If a summary couldn’t be generated, the Summary tab shows "Call summary unavailable". Copy and Download are disabled.
Each AI call summary uses 1 AI credit. Learn more about AI credits.
If you turn off Call Transcript & AI Call Summary, no new summaries are generated. Existing summaries stay accessible.
AI Agent call transfers
When an AI Agent transfers a live call to a human agent, the transfer appears in the Incoming Calls tab and the Conversation view.
Receiving a transferred call
Incoming Calls tab: The transferred call row displays — "[Transfer icon] From [AI Agent Name]"
Conversation view: The incoming call CTA displays — "Transfer from [AI Agent Name]"
Transfer Contact events
All transfer outcomes are logged as Contact events:
Outcome | Event displayed |
|---|---|
Human agent accepts | "[Agent Name] accepted the transferred [channel] call from [AI Agent Name]" |
Human agent misses or declines | "[Agent Name] missed the transferred [channel] call from [AI Agent Name]" |
If a transfer is missed or declined
If a human agent misses or declines the transferred call, the call does not end. The system automatically routes the call back to the AI Agent, which resumes the conversation with: "I couldn't connect you to a human agent just now, but I'm here to help. What can I do for you?"
Note: The AI Agent resumes without retaining the context of the conversation prior to the transfer attempt.
What's next?
You’ve learned how to view and manage call activities in Inbox. Next, learn how to manage Contacts in Inbox so you can keep customer information accurate, view key details in the sidebar, and stay focused on your conversations.
