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. Which columns the table shows, and the filters and sort that come with them, are saved as Dashboards that everyone in the workspace can switch between.

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.
Chat Test	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.

Which version handled it

Open a conversation and the Version field names the agent version that ran it - V4, or V4 - Faster greeting if the version was named at publish. A version is pinned when the conversation starts, so this stays accurate even after you publish again later. Draft V4 means the conversation came from testing an unpublished draft rather than live customer traffic. The field is hidden for conversations that predate versioning, and for ones whose version has since been deleted. See Versions.

Conversation list

The table opens on Vocily’s built-in Conversations dashboard, which shows nine columns:

Column	What it shows
Agent	The agent that handled the conversation.
Agent Version	The version of that agent which ran it.
Direction	Inbound, outbound, WhatsApp, widget, or test activity.
From and To	Phone numbers, or the relevant web destination when the conversation is not phone-based.
Status	The current or final outcome - see Conversation statuses.
Usage	Call duration for voice, AI replies for chat, and message count for WhatsApp.
Cost	The recorded Vocily cost. A dash means a charge is not available for that record.
Started	The date and time the conversation began.

Around twenty more are available - call and agent IDs, Channel, Origin, Batch ID, Ended Reason, Recording, the connect and end timestamps, and one column per Custom Analysis item. Add them, and save the result as your own layout, with Dashboards.

Filter and sort from the column headers

There is no filter bar above the table. Every filter lives in the header of the column it narrows - select a column heading to open its control.

Column	Control
Direction	Multi-select, grouped into Voice and Channel
Agent	Multi-select with a search box
From and To	Per-column search, with a Match exactly option
Status	Multi-select
Usage and Cost	Sort - select to cycle high-to-low, low-to-high, off
Started and Ended	Date presets, a custom range, and sort

Each active filter shows its value in the header. When anything is off default, a clear filters control appears at the far right of the header row and resets everything at once. The table opens on the last 30 days, not on all time. The other presets are Today, Last 7 days, Last 90 days, All time, and a custom range. Started and Ended filter independently - Ended starts at All time - so you can ask for calls that started last week and finished yesterday. The summary totals at the top and the visible rows both update with the active filters. Use pagination to move through larger histories.

On narrow screens the table becomes stacked cards with no headers, and a Filters button appears instead, carrying a count of how many are active. It edits exactly the same filters.

When WhatsApp rows cannot come along

WhatsApp threads come from a different source than calls, and it cannot answer every question a call can. WhatsApp rows are left out - with a line under the table telling you so - while any of these is active:

a Status filter,
an Ended date filter,
searching From and To together,
selecting more than one agent.

Sorting has the same constraint, handled the other way round: rather than dropping rows, the Usage and Cost sorts are disabled while voice and WhatsApp are on screen together, and the header explains why. Filter to one or the other and the sort becomes available. WhatsApp threads also appear on the first page only.

Conversation statuses

A voice conversation’s status is a coloured dot beside the word. The colour is the part to scan for:

Colour	Means	Statuses
Blue	The system is working on it - leave it alone	Started, In Progress, Transferring, Transfer Answered
Green	Finished well	Completed, Transfer Completed
Amber	Ended without reaching anyone - worth a human’s attention	No Answer, Busy, Declined, Voicemail
Red	Finished badly	Failed, Transfer Failed

All four blue statuses pulse, so a call that is running right now reads as live at a glance. A few are easy to misread:

Transfer Answered is blue, not green - a person has picked up, but the call is still running.
Declined means the person you called refused it. It sits with the amber group because it is worth retrying, not with the red one.
Failed is Vocily or the carrier failing to complete the call, which is not the same as a call that connected and went badly.

WhatsApp threads have no call status. They show Waiting when the contact sent the last message and Replied when your agent did.

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.

Custom Analysis

Completed conversations can include a Custom Analysis section showing the values the agent’s analysis groups extracted, grouped by the group they came from. Every agent starts with Vocily’s built-in Default Analysis group, so this usually includes a call summary, the caller’s sentiment, the outcome, and the language spoken - alongside anything else your workspace defined. Values appear after post-call processing finishes, so they may be missing on a conversation that is still running or still being analysed. A value shown as not found means the model looked and the transcript did not contain it. A group can also be skipped - Default Analysis skips conversations shorter than four messages, because there is not enough of a conversation to judge. Configure which groups an agent runs on its Settings tab; define the groups themselves in Custom 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; for how a call’s price is put together, see Voice call pricing.