TawkBase
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  • Search: Find specific calls quickly

Viewing Call History

Access Call History

  1. Go to Calls in the app menu
  2. See list of recent calls
  3. Most recent calls appear first

Call Information

Each call shows:

  • Caller’s phone number: Who called
  • Date & time: When the call occurred
  • Duration: How long the call lasted
  • Direction: Inbound or outbound
  • Status: Completed, missed, or failed
  • Recording: If available

Call Details

Click any call to see full details:

  • Complete transcript
  • Call recording player
  • Caller information
  • Actions taken (appointments booked, transfers, etc.)
  • Cost breakdown

Call Recordings

Listen to Recordings

  1. Find the call in history
  2. Click to open details
  3. Click Play button
  4. Use player controls:
    • Play/Pause
    • Skip forward/backward
    • Adjust playback speed
    • Download recording

Recording Availability

Recordings are available for:

  • All completed calls
  • Calls longer than 10 seconds
  • Stored for 90 days

Not recorded:

  • Transferred portions of calls
  • Calls that failed to connect
  • Calls under 10 seconds

Download Recordings

  1. Open call details
  2. Click Download button
  3. MP3 file downloads
  4. Save for your records

Use cases:

  • Training purposes
  • Quality assurance
  • Dispute resolution
  • Compliance requirements

Call Transcripts

View Transcripts

  1. Open call details
  2. Scroll to transcript section
  3. Read full conversation

Transcript includes:

  • Speaker labels (Agent/Customer)
  • Timestamps
  • Complete dialogue
  • Actions taken

Example Transcript

[00:00] Agent: Thank you for calling Sunshine Dental. 
               How can I help you today?

[00:03] Customer: Hi, I'd like to schedule a cleaning.

[00:06] Agent: I'd be happy to help you schedule a cleaning. 
               What day works best for you?

[00:10] Customer: How about next Tuesday?

[00:12] Agent: Let me check our availability for next Tuesday...
               I have openings at 10am, 2pm, and 4pm. 
               Which time works for you?

[00:20] Customer: 2pm would be perfect.

[00:22] Agent: Great! I've scheduled your cleaning for 
               Tuesday at 2pm. Can I get your name and 
               phone number for the appointment?

[00:28] Customer: Sure, it's John Smith, 555-123-4567.

[00:35] Agent: Perfect, John. Your cleaning is confirmed for 
               Tuesday at 2pm. You'll receive a confirmation 
               text shortly. Is there anything else I can 
               help you with?

[00:42] Customer: No, that's all. Thank you!

[00:44] Agent: You're welcome! We'll see you Tuesday. 
               Have a great day!

Search Transcripts

  1. Go to Calls
  2. Use search box
  3. Enter keywords
  4. Results show matching calls

Search examples:

  • Customer name: “John Smith”
  • Phone number: “555-123-4567”
  • Topic: “appointment” or “pricing”
  • Date range: Last 7 days, last month

Call Analytics

Dashboard Overview

View key metrics:

  • Total calls: This month
  • Average duration: Typical call length
  • Completion rate: Successfully handled calls
  • Peak hours: Busiest call times

Call Volume

Track calls over time:

  • Daily call count
  • Weekly trends
  • Monthly comparisons
  • Year-over-year growth

Call Outcomes

See what happens on calls:

  • Appointments booked: How many scheduled
  • Transfers: Calls forwarded to humans
  • Information provided: Questions answered
  • Missed calls: Calls not answered

Call Duration

Understand call length:

  • Average call duration
  • Shortest/longest calls
  • Duration by call type
  • Trends over time

Filtering & Sorting

Filter Calls

Filter by:

  • Date range: Today, last 7 days, last 30 days, custom
  • Status: Completed, missed, failed
  • Direction: Inbound, outbound
  • Duration: Short (under 1 min), medium (1-5 min), long (over 5 min)
  • Has recording: Yes/No

Sort Calls

Sort by:

  • Date: Newest first (default) or oldest first
  • Duration: Longest or shortest first
  • Caller: Alphabetically

Search for specific calls:

  • Phone number
  • Customer name
  • Keywords from transcript
  • Date

Exporting Data

Export Call History

  1. Go to Calls
  2. Apply desired filters
  3. Click Export
  4. Choose format:
    • CSV (spreadsheet)
    • PDF (report)
    • JSON (data)
  5. Download file

Export includes:

  • Call date/time
  • Caller number
  • Duration
  • Status
  • Cost
  • Transcript (optional)

Use Cases

Accounting:

  • Monthly usage reports
  • Cost tracking
  • Invoice reconciliation

Analysis:

  • Call pattern analysis
  • Peak time identification
  • Service improvement

Compliance:

  • Record keeping
  • Audit trails
  • Legal requirements

Call Types

Inbound Calls

Calls received by your AI agent:

  • Customer inquiries
  • Appointment requests
  • Information requests
  • Support calls

Outbound Calls

Coming soon: AI agent can make calls:

  • Appointment reminders
  • Follow-up calls
  • Confirmation calls
  • Surveys

Call Status

Completed

Call was answered and handled successfully:

  • Agent spoke with customer
  • Request was addressed
  • Call ended normally

Missed

Call was not answered:

  • Outside business hours
  • System issue
  • No agent available

Failed

Call encountered an error:

  • Connection problem
  • Technical issue
  • Invalid number

Transferred

Call was forwarded to a human:

  • Customer requested transfer
  • Complex issue
  • Emergency call

Privacy & Compliance

Data Retention

  • Recordings: 90 days
  • Transcripts: 1 year
  • Call metadata: Indefinitely
  • Can be deleted on request

Data Security

  • Encrypted storage
  • Secure access
  • Role-based permissions
  • Audit logging

Compliance

TawkBase complies with:

  • GDPR (EU data protection)
  • CCPA (California privacy)
  • HIPAA (healthcare, on request)
  • SOC 2 (security standards)

Customer Privacy

  • Recordings not shared
  • Transcripts are private
  • Data not sold
  • Secure deletion available

Best Practices

Review Regularly

  • Listen to calls weekly
  • Read transcripts
  • Identify improvement areas
  • Update agent training

Quality Assurance

Use call history for:

  • Training new team members
  • Improving agent responses
  • Identifying common questions
  • Enhancing customer service

Performance Monitoring

Track metrics:

  • Call completion rate
  • Average handle time
  • Customer satisfaction
  • Appointment booking rate

Continuous Improvement

Based on call history:

  • Add missing information to agent
  • Clarify confusing responses
  • Expand FAQ coverage
  • Improve call routing

Troubleshooting

Recording Not Available

Possible reasons:

  • Call was too short (under 10 seconds)
  • Call was transferred
  • Technical issue during call
  • Recording expired (over 90 days)

Transcript Incomplete

Possible causes:

  • Poor audio quality
  • Background noise
  • Multiple speakers
  • Technical issue

Solutions:

  • Listen to recording
  • Check audio quality
  • Contact support if persistent

Can’t Find a Call

Check:

  • Date range filter
  • Status filter
  • Search spelling
  • Call actually occurred

Mobile App

Access call history on mobile:

  • iOS app
  • Android app
  • Same features as web
  • Sync across devices

Mobile features:

  • View call list
  • Listen to recordings
  • Read transcripts
  • Search calls
  • Export data

Need Help?

Next Steps