Conversation history

The Conversation tab is the workspace-wide history for conversations handled by Vocily. It includes completed and in-progress records from WhatsApp, phone calls, web widgets, and in-app testing. The summary at the top shows the number of conversations, total duration, and total cost for the records currently in the list. Use the filters to narrow the results before opening an individual conversation.

Conversation sources

The list can include these conversation types:

Source	What it represents
WhatsApp	An inbound or outbound WhatsApp conversation handled by an agent.
Inbound	An incoming phone call to a connected Vocily number.
Outbound	An outgoing phone call placed by an agent, batch, or workflow.
Widget Talk	A voice conversation started from a Web Talk widget.
Widget Chat	A text conversation started from a Web Chat widget.
Talk Test	A voice conversation started from the agent test experience.
Talk Chat	A text conversation started from the agent test chat experience.

The exact fields shown depend on the source. For example, phone conversations include the caller and recipient numbers, while widget and test conversations can show Web instead of a phone number.

Conversation list

Each row summarizes a conversation. Common columns include:

Column	What it shows
Direction or source	Whether the record is inbound, outbound, WhatsApp, widget, or test activity.
Agent	The agent that handled the conversation.
From and To	Phone numbers or the relevant web destination when the conversation is not phone-based.
Status	The current or final outcome, such as completed, waiting, replied, busy, or transfer answered.
Duration	Call duration for voice conversations or the number of turns for message-based conversations.
Cost	The recorded Vocily cost for the conversation. A dash means a charge is not available for that record.
Started	The date and time when the conversation began.
Audio	Whether a recording is available to open from the conversation details.

Filter and search history

Use the controls above the list to filter by:

Agent.
Channel or source.
Direction.
Status.
Time range.
Phone number.

The summary totals and visible rows update with the active filters. Use pagination to move through larger histories.

Conversation details

Select a conversation to open its details panel. The panel can include:

Status and direction.
From and To values.
Agent name.
Duration or turn count.
Total cost and the applied rate when available.
Start and end timestamps.
Conversation or call ID for support and troubleshooting.

Recording

When audio is available, the details panel shows the recording status and an audio player. You can play the recording and download it when the download control is available. A record may not have audio when the conversation was text-only, is still in progress, or recording processing has not finished.

AI analysis

Completed voice conversations can include an AI Analysis section. It may show the analysis summary together with structured fields such as sentiment, outcome, and language. Analysis appears after processing and may be unavailable for a conversation that is still running or has not yet completed analysis.

Transcript

The Transcript section shows the conversation exchange in order. Use the copy control to copy the transcript for review, support, or internal records. The transcript is available only when Vocily received and processed conversation text for that record.

Cost details

Conversation cost is shown on the history row and in the details panel when available. The details panel can also show the rate used to calculate the record, such as a per-minute voice rate or a channel/model-specific message rate. Conversation history is an operational view of usage. For wallet movements and billing transactions, see Transactions and payments.