Review a call
Summary
Section titled “Summary”You review a completed voice call on the Review calls screen in the KonversAI console. Select Conversations in the left sidebar, then select Review calls. The screen has three panes: the call list on the left under the heading Review calls, the transcript and the annotation form in the middle, and Conversation Details on the right. You read the transcript, play the recording when call recording is on, and flag a bad call for retraining.
Who can do this
Section titled “Who can do this”Any team member whose role includes conversation access in the KonversAI console. A Tenant Admin always has this access, and a Tenant Operator has it by default. Reading the list and the transcript needs conversation view access. Saving a note and flagging a call need conversation modify access. If Review calls is missing under Conversations in the left sidebar, either your tenant does not have the voice feature, or your role does not include conversation access. Ask an administrator to change your role.
Before you start
Section titled “Before you start”Make sure your tenant has the voice feature. Voice is a per-tenant feature flag. When the feature is off, the item Conversations > Review calls is missing from the left sidebar of the KonversAI console. KonversAI also sends you back to your tenant home page when you open the address directly. Contact KonversAI support to switch the feature on.
Wait for the call to end. KonversAI adds a call to Review calls only after the voice provider reports the end of the call. A live call is not on this screen. A tenant with no completed calls sees No completed voice calls yet.
Know that KonversAI does not hold a voice call for approval. The assistant speaks to the caller during the call, so every review here happens after the fact.
- Select Conversations in the left sidebar of the KonversAI console, then select Review calls. The list on the left carries the same heading, Review calls.
- Find the call in the left list. Each row shows the caller’s phone number and a status badge. A row shows the conversation title, the call reference, or (unknown caller) when KonversAI has no phone number for the caller. The list holds 20 calls per page: select Show more at the bottom to load the next 20. This list has no search box.
- Select the call. The middle pane opens with the call title, or Voice call when the call has no title. Under the title KonversAI prints the first eight characters of the conversation identifier and the end time of the call.
- Read the status badge at the top right of the middle pane. The six values are Pending review, In review, Approved, Edited, Rejected and Flagged for retraining. A completed voice call arrives as Approved, because the assistant already spoke to the caller.
- Read Transcript. The panel says: Inbound (caller) and outbound (agent) turns in order. Audio playback is available on outbound turns when a recording URL was attached at the end of the call. Each turn carries the label Caller or Agent and the time. KonversAI shows No messages on this conversation yet. for a call with no turns.
- Play the recording. An audio player sits under an Agent turn when call
recording is on and the voice provider attached a recording. KonversAI prints
the length under the player, as
Duration: 42s. A turn that KonversAI generated without real audio carries the badge Synthetic placeholder (no audio recorded) instead of a player. Switch Record calls on under Recording & compliance on the Voice tab of the Entry-points screen to get recordings on later calls. See Set up the voice channel. - Read Conversation Details in the right pane. The pane lists Status, End-user contact info, Events, Agents, Knowledge Base Documents and AI Confidence. Knowledge Base Documents names the documents the assistant matched during the call, with a match count and a confidence figure. On a phone, select Details above the transcript to open the same pane.
- Handle a call the assistant handled badly in Reviewer annotations. The panel says: Live voice calls auto-send during the call. Use this panel to leave a note and flag the call for retraining if the agent’s reply was wrong. Saving updates the review row in place; the call itself isn’t re-sent. Type what went wrong in Reviewer notes, then select Save notes. KonversAI shows Saved under the buttons.
- Select Flag for retraining for a call the team should learn from. The status changes to Flagged for retraining in the middle pane and in the left list. Select Mark approved on a flagged call to change the status back to Approved.
- Fix the cause of a wrong answer in the knowledge base. Flagging the call records the problem; it does not change any answer. See Why an answer was wrong for the diagnosis path from a bad answer to the document behind it.
Why is there no audio on a call?
Section titled “Why is there no audio on a call?”Three causes are possible on the Review calls screen in the KonversAI console. First, call recording is off: open the Voice tab of the Entry-points screen under Settings, check Record calls under Recording & compliance, and select Save. Recording then starts on the next call, not on the calls already in the list. Second, the audio player only appears on Agent turns, never on Caller turns. Third, KonversAI shows the badge Synthetic placeholder (no audio recorded) on an agent turn it produced without real audio. The transcript text stays readable in all three cases.
What does Flag for retraining actually do?
Section titled “What does Flag for retraining actually do?”Flag for retraining on the Review calls screen in the KonversAI console changes the review status of the call to Flagged for retraining and saves the text in Reviewer notes with it. That is all it does. The panel states: Saving updates the review row in place; the call itself isn’t re-sent. KonversAI does not call the customer back, does not change any answer, and does not retrain a model by itself. Flagging builds a list of bad calls the team works through later. Select Mark approved to take the flag off a call.
Every call says Approved. Did somebody approve it?
Section titled “Every call says Approved. Did somebody approve it?”No. Approved is the status KonversAI writes on a voice call by itself when the call ends. The assistant speaks to the caller during the call, so there is no approval gate to hold a voice reply. The Review calls screen in the KonversAI console is a post-call review surface, not a queue of drafts. Use Flag for retraining in Reviewer annotations to mark a call that went wrong; that is the only status a reviewer changes here.
Where is the search box on Review calls?
Section titled “Where is the search box on Review calls?”The Review calls list in the KonversAI console has no search box today. Read the caller number and the time on each row to find your call, and select Show more at the bottom to load the next 20 calls. The other conversation consoles under Conversations in the left sidebar do have a search box, so the missing box on Review calls is expected, not a fault.
The screen says “No completed voice calls yet.” What does that mean?
Section titled “The screen says “No completed voice calls yet.” What does that mean?”No completed voice calls yet. on the Review calls screen in the KonversAI console means no voice call in your tenant has finished. A call reaches this screen only after the voice provider reports the end of the call, so a call in progress is never here. Check that your voice entry point is live: open the Voice tab of the Entry-points screen under Settings and confirm that Provider is set to your voice provider and that Public phone number shows a number. Then ring that number yourself and end the call.
Can I reply to the caller from this screen?
Section titled “Can I reply to the caller from this screen?”No. The Review calls screen in the KonversAI console is read-only, apart from Reviewer notes, Save notes, Flag for retraining and Mark approved. The Reviewer annotations panel states: Live voice calls auto-send during the call. The assistant already answered the caller, and this screen sends nothing new. Call the customer back yourself, or answer them in another channel. To take over a live chat conversation instead, see Take over a conversation.
The assistant gave a wrong answer on a call. What do I do next?
Section titled “The assistant gave a wrong answer on a call. What do I do next?”Do two things on the Review calls screen in the KonversAI console. First, record the problem: type what the assistant should have said in Reviewer notes, select Save notes, then select Flag for retraining. Second, fix the cause. Open Conversation Details in the right pane and read Knowledge Base Documents: that list names the documents the assistant matched during the call. A missing or wrong document there is usually the cause. See Why an answer was wrong for the full diagnosis path.
The middle pane says no review task is linked. What is wrong?
Section titled “The middle pane says no review task is linked. What is wrong?”KonversAI shows No review task is linked to this conversation yet. Live voice calls produce a review row when the call ends; a test call your team runs produces one when the test finishes. on the Review calls screen in the console. The transcript still loads, so you can read the call. The Reviewer annotations panel is missing, so you cannot leave a note or flag the call. This happens when the call ended before the assistant spoke a single turn. Nothing is lost. Contact KonversAI support when a normal, complete call shows this message.
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