Voice Conversations

The full call inbox for one agent. Browse every voice call across web, SIP, Telnyx, Twilio, and WhatsApp Calls. Play back recordings with click-to-seek waveforms, read synced transcripts, generate AI summaries, and export.

Voice Conversations lives at /agents/{agentId}/voice-conversations. Three sub-tabs (collapsed by default behind a chevron toggle on the parent row): Inbox / Archived / Deleted. Hidden entirely for text-only agents.

Layout

Two-pane on desktop, single-pane on mobile. Same shape as Chat Conversations: list pane on the start edge, detail pane on the other side, optional right panel that slides in alongside on demand. On mobile, only one pane renders at a time.

Source tabs

A row of 5 source filters at the top of the list pane. Each filter restricts the list to calls that came in through that route:

Tab	Description
Web	Calls placed from the website widget’s voice button
SIP	SIP Trunk inbound / outbound calls
Telnyx	Calls routed via your Telnyx connection
Twilio	Calls routed via your Twilio connection
WhatsApp Call	Voice calls placed via WhatsApp

The active tab shows the source’s brand color. Each tab carries a count chip.

Toolbar

• Search box, placeholder Search calls…. Matches name, call ID, phone number, and transcript preview.
• Sort dropdown: Newest (default), Oldest, Unread first, Longest first.
• Filter popover with multi-select chips for:
  • Status (Open, Resolved, Handoff)
  • Sentiment (Positive, Neutral, Negative)
  • Read (Read, Unread)
  • Tags
  • Duration bucket: Less than 1 minute, 1 to 5 minutes, More than 5 minutes
  • Rating: 1 to 5 stars, plus a No rating chip
  • Assignees
• Active filters chip with a Clear button to reset.

Bulk actions

Same shape as Chat Conversations, with the same icon-button bar: Mark read / Mark unread / Assign / Archive (confirmation) / Delete (red confirmation). The select-all checkbox is on the start of the bar.

Voice row

Each row in the list shows:

• Checkbox
• #number
• Customer name (or Unknown)
• Phone number
• Duration pill (e.g. 3:42)
• Source brand-color dot
• Sentiment chip
• Status chip
• Rating: amber stars when rating > 0, otherwise nothing
• Ticket / lead pills
• Assignee chip

Detail pane

Detail header

• #number and customer name
• Source icon
• Phone
• Duration
• Tags row including rating stars
• Linked records bar (same shape as Chat Conversations, routes to the matching ticket / lead)
• On mobile, a back arrow returns to the list

Player card

The audio player for the call recording.

Element	Behavior
Waveform	60 to 120 vertical bars representing the call’s amplitude. Click any bar to seek to that point in the audio. The waveform is deterministic per call (same shape on every page load).
Brand-gradient Play / Pause button	Centered. Click to start, click again to pause.
Skip back 10s / Skip forward 10s	Two icon buttons either side of the play button.
Keyboard shortcuts	Left / Right arrow keys skip 5 seconds. Spacebar is reserved by the page.
Volume slider	Hover to expand.
Playback speed dropdown	0.5x, 0.75x, 1x (default), 1.25x, 1.5x, 2x.
Time display	Shows current time and total duration as mm:ss / mm:ss.

Transcript card

The full transcript synced to the audio.

• AI / agent turns appear on the start edge with the agent avatar.
• Caller turns appear on the end edge with a generic avatar.
• The active turn (the one being spoken right now) is highlighted with a tinted background as the audio plays. Highlighting stays in sync via per-turn timestamps.
• The card has a fixed height (around 360 pixels) and scrolls. A 64 pixel spacer at the bottom prevents the last turn from being clipped against the card border.
• Download Transcript button on the corner exports a UTF-8 file with BOM (so Arabic renders in Excel). The filename is sanitized from the call ID (no path separators, max 64 chars).

AI Call Summary

A card inside the right panel’s Details tab. Generated on demand, not automatically.

Three states:

State	What you see
Idle	A Generate summary button.
Loading	A spinner with the line Wittify AI is summarising the call…
Ready	A 3 to 5 sentence summary of the call’s key points and outcome. A Regenerate button below to rerun.

The summary is intentionally not auto-generated, calling the model on every load would be wasteful and slow. Click to summon, regenerate if the first answer misses something.

Right panel

A drawer that slides in on demand. Three tabs:

Details tab

Several stacked sub-cards:

• Call Info: ID, Source, Direction (Inbound / Outbound), Detected language
• Performance: Duration, Response latency, Ratings
• Timestamps: Started at, Ended at, Recording uploaded at
• AI Call Summary (described above)
• Quick Actions: small buttons for Mark read / Mark resolved / Add tag

Assign tab

Same fields as Chat Conversations: Agent, Team, Priority, Note, Save Assignment.

Routing tab

Voice-specific routing controls (e.g. forward future calls from this number to a specific teammate, suppress voicemail).

Mobile layout

Single-pane like Chat Conversations. The right panel mounts inside a slide-in drawer on mobile (a single mount of the panel for the active call, never two at once).

Recording lifecycle

What happens after a call ends:

1. Call ends , the server uploads the recording, computes a waveform, and starts transcription.
2. Transcript ready , the detail pane shows the full text.
3. Summary requested , click Generate summary to run an AI summary over the transcript.
4. Download , transcript export is available as soon as transcription finishes. Audio export is on the roadmap.

Sub-tabs

Same as Chat Conversations:

Sub-tab	What’s in it
Inbox	Live calls
Archived	Calls you’ve archived. Still searchable.
Deleted	Soft-deleted calls. Recoverable for 30 days.

Common questions

The waveform is empty for some calls.

That happens when the recording uploaded but waveform generation failed. The audio still plays, you just don’t get click-to-seek bars. Refresh the page or contact support.

The AI Call Summary feels off.

Click Regenerate. The model occasionally misses nuance on the first pass. If it’s still wrong, the transcript card below has the raw text, you can read the relevant section yourself.

Audio playback is choppy on slow connections.

The player streams the audio in chunks. On very slow connections, pause until the buffer fills, then resume. Click ahead in the waveform to skip past slow-loading portions.

Can I export call audio?

Not yet. Transcript export (UTF-8) is available now via the Download Transcript button. Audio export is on the roadmap.

A call shows up in WhatsApp Call but I never connected WhatsApp Calls in Deployment.

This means a customer dialed your WhatsApp number from inside their WhatsApp client. If WhatsApp Calls is off in Deployment, the agent didn’t answer, but the missed call still appears in the inbox so you can follow up.

Next

Chat Conversations

The chat inbox for the same agent.

Outbound Voice Campaigns

Schedule and run outbound voice campaigns.