Note: To make call recordings available, turn on the call recording settings in your Company Settings. For detailed instructions, click here.
1. Accessing Call Recordings via Project Activity
If you know which project the call is associated with:
Navigate to the Boards or use the search bar at the top of the page to search the specific project
Locate the Project and click on Project Details
Go to the Activity tab of the relevant project.
Locate the call recording
Here, you will see a list of calls made within the project. Each entry includes:
Play button to listen
Transcript view (available on Better & Best plans)
AI Summary (available on Better & Best plans)
Call Score (available on Better & Best plans)
To download the recording: Simply click the download button (downward arrow) next to the call. The recording will immediately be saved to your computer for offline use or sharing.
2. Finding Calls Without Knowing the Project
If you’re unsure which project a call belongs to:
Use the Global Calls View by clicking the Calls button in the left sidebar.
Filter calls by user: depending on your permission level, you can:
View your own calls
View other users' calls
View AI agent calls (available on Better & Best plans)
Select the user or AI agent (available on Better & Best plans)
Click into a Call to expand menu options
Choose the bottom option Transcript & AI Summary (available on Better & Best plans)
This will open a pop-up window
Within the window, you’ll see the playback option along with the full transcript of the conversation. (available on Better & Best plans)
For AI Agents only, you can download the call from here. Just click the three dots on the right to find the download option. (available on Better & Best plans)
3. Locating a Project from the Global Calls View
If you need to find which project a call is associated with directly from the Calls section:
Click Calls in the left sidebar to open the Global Calls View
Select the call you want to review
A dropdown menu will appear
Click Contact Projects
Click the Projects tab
This will display all projects assigned to that contact, allowing you to open the relevant project directly from the call log quickly.
Important:
This option is available only for stored contacts. Calls from unsaved phone numbers will not display associated projects.
Permissions & Access Control
Your ability to access and download calls depends on your user role:
Owners/Admins: Can view and download all calls.
Restricted Permission Users: Must be granted call access via permission profiles.