Find and play a call recording
Recordings sit with the call, on the contact timeline, where the rest of the story already is — and they are the fastest way to improve an AI agent.
Recordings live with the call on the contact timeline rather than in a separate archive, which means finding one is the same action as reading the history.
Their highest-value use is not what most teams assume. Listening to what your AI voice agent actually said is the single fastest way to improve an instruction — far faster than reading transcripts, because you hear the pauses, the interruptions and the moment the caller lost patience.
Steps
Open the contact and find the call on the activity feed
Every call lands there as an entry with its duration and outcome.
Play the recording from the entry
It sits with the call it belongs to rather than in a separate list you have to search.
Use it to improve AI agents first
Listen to three AI calls a week. You will hear things no transcript shows: the agent talking over the caller, a pause that felt like a dropped line, a mispronounced product name that made the caller ask "sorry, what?"
Use it to settle disputes, not to police people
Teams that use recordings for surveillance stop logging outcomes honestly, and then you lose the data that actually runs the system. That is a bad trade.
Remember recordings use storage
They are usually the largest consumer on a calling-heavy workspace, drawing on the same 2GB to 120GB as knowledge bases and generated documents.
Check it worked
Listen to one AI call end to end without skipping. Write down every moment you winced. Each one is a line to change in the instruction, and this is the highest-return half hour available to you.
The parts people get wrong
- Recording calls carries legal obligations that vary by country and often require telling the caller. Confirm your position before you rely on recordings.
- If storage is filling, recordings are usually the biggest item — but delete knowledge base cruft first, because that improves accuracy as well as space.