Voice Call History

Voice Call History is a workspace inside the Blaigent dashboard that gives your team one place to search, replay, and review every voice call your AI agent has handled. Open it at Dashboard → Voice History (the link in the left navigation).

What it is

Whenever a customer calls the number connected to your Blaigent voice add-on, the call is logged here as soon as it ends. Each entry includes the caller phone number (where available), the duration, status (completed, missed, transferred to a human), the audio recording, and a turn-by-turn transcript. On Growth and above, an LLM-generated summary is attached. On Scale and above, the call is auto-tagged from a controlled vocabulary and scored for sentiment.

How to access it

From any page in the dashboard, click Voice History in the left sidebar (it sits between Analytics and Feedback). The link is always visible, but the page itself is plan-gated — if your organisation is on Free or Starter, you’ll see an upgrade prompt instead of the call list.

1. Open /dashboard and sign in with an account that belongs to your organisation.
2. Click Voice History in the sidebar (the badge next to it shows the minimum plan, currently Growth).
3. Use the search box to filter by transcript text, caller name, or phone number. Use the status drop-down to narrow to completed, missed, or transferred calls.
4. Click any row to open the detail panel on the right: status pill, audio player, transcript, and timeline.
5. Use the pager at the bottom of the list to step through historical calls.

Who can see it

Voice Call History is included on Growth, Scale, and Enterprise plans. Free and Starter accounts can see the navigation link but will be invited to upgrade before any call data is shown. Within those plans, individual capabilities are layered:

Tags, summary, and playback

The summary is a one-paragraph factual recap of what the caller wanted and what the agent did — useful for skimming a queue without listening to every recording. Tags come from a fixed list so your filters and exports stay clean; the agent will not invent new tags. Sentiment is a coarse positive / neutral / negative signal so you can triage frustrated callers before they churn.

The audio player streams the recording directly from your workspace. Recordings are only stored when call recording is enabled for the number and consent rules in your jurisdiction allow it. Transcripts are diarised so you can see exactly which turn was the agent and which was the caller.

Privacy and retention

Calls are subject to the same retention window as the rest of your workspace history (configured per plan, e.g. 365 days on Growth and Scale, unlimited on Enterprise). If you operate in a jurisdiction that requires explicit consent to record, configure the agent’s opening line accordingly — the dashboard does not bypass legal requirements. To redact or delete a specific call, use the Privacy section in Account → Preferences.

Tip: the AI summary and transcript are derived data — if you delete the call, both are removed too.

Related guides

• AI Voice & Phone Agent — how the underlying voice channel works
• Calendar Integration — book appointments by phone call
• Pricing — see which voice features are on which plan