How to Review Phone Call Transcripts

<p>TrustPager automatically records and transcribes phone calls made or received in the browser softphone, as well as calls synced from external calling providers. The Phone Calls inbox gives you a searchable, chronological record of every human-to-human call, grouped by contact or phone number, with full transcripts and AI coaching available on each one.</p> <p>If you use the TrustPager Notetaker to record video meetings, those live in a separate inbox at <a href="https://app.trustpager.com/inbox/meetings">https://app.trustpager.com/inbox/meetings</a>. AI voice agent calls (outbound automated calls) live at <a href="https://app.trustpager.com/inbox/voice-agents">https://app.trustpager.com/inbox/voice-agents</a>. This article covers the phone calls inbox only.</p> <h2>Before you start</h2> <p>There are two ways calls appear in this inbox:</p> <ul> <li><strong>TrustPager browser softphone:</strong> calls made or received in the in-app softphone are recorded and transcribed automatically. All you need is an active TrustPager phone number. No integration setup is required. Go to <a href="https://app.trustpager.com/settings/phone">https://app.trustpager.com/settings/phone</a> to check your number status.</li> <li><strong>External calling provider:</strong> if you use a third-party calling tool, go to <a href="https://app.trustpager.com/auto/integrations">https://app.trustpager.com/auto/integrations</a> and connect your provider. Once connected, TrustPager will sync your call history automatically.</li> </ul> <h2>Recording consent</h2> <p>Once a call connects (whether you placed it or answered it), a <strong>Customer notified of call recording</strong> checkbox appears in the call panel. Tick it after you have verbally told the customer the call is being recorded.</p> <p>Until that box is ticked, the call panel stays open: the Close button and the panel's dismiss controls are disabled. This is a workflow prompt to make sure the verbal notification happens on every call. It is not a technical hold on the recording itself. The call is being recorded from the moment it connects. Hanging up and minimising the panel work freely at any point.</p> <p>Verbal notification of recording is a legal requirement in some Australian states and territories (including WA, QLD, SA, and NT). Getting into the habit of doing it on every call keeps your team covered regardless of where the customer is located.</p> <h2>Reviewing your call history</h2> <p>Go to <a href="https://app.trustpager.com/inbox/phone-calls">https://app.trustpager.com/inbox/phone-calls</a>. You will see a table of calls grouped by contact or phone number, sorted by most recent activity. Each row shows:</p> <ul> <li>Contact name (or phone number if unlinked to a contact)</li> <li>Total call count, split by inbound and outbound</li> <li>Whether AI coaching has been generated for any call</li> <li>Time of the last call</li> </ul> <p>Use the search bar to filter by contact name or phone number. Click the refresh icon to pull in any new calls from your provider.</p> <h2>Browsing calls for a specific contact or number</h2> <p>Click any row in the table. TrustPager takes you to a filtered list showing every individual call for that contact or phone number, each with its duration, direction (inbound or outbound), result (connected, missed, etc.), and whether a transcript is available. Click any call to open the full detail view.</p> <p>You can also navigate directly using these URL patterns:</p> <ul> <li>By contact: <code>https://app.trustpager.com/inbox/phone-calls/contact/&lt;contactId&gt;</code></li> <li>By phone number: <code>https://app.trustpager.com/inbox/phone-calls/phone/&lt;phoneNumber&gt;</code></li> <li>Direct transcript: <code>https://app.trustpager.com/inbox/phone-calls/&lt;transcriptId&gt;</code></li> </ul> <h2>Reading a call transcript</h2> <p>Open any individual call. The detail view shows a stat bar at the top with direction, duration, result, and transcript availability. Below that, the transcript is rendered as a conversation, with your team member on the left and the contact on the right, with timestamps next to each turn.</p> <p>Use the search field inside the transcript card to jump to any word or phrase. Use the Copy button to copy the full transcript to your clipboard.</p> <p>If a recording is available, a Play Recording button appears above the transcript. Click it to load and play the audio inline.</p> <h2>Linking a call to a contact</h2> <p>Calls that come in from an unrecognised number are marked as Unlinked. From the call detail view, click the link icon next to the external participant to open the Link to Contact modal. Search for a contact by name or email, select them, and click Link Contact. The call will then appear in that contact's activity history.</p> <h2>AI call coaching</h2> <p>When a transcript is available, the right sidebar shows an AI Coaching card. Click Generate to run coaching for each team member who appears in the call. TrustPager scores each person across categories like Opening &amp; Rapport, Discovery &amp; Needs, Objection Handling, and Closing, and gives an overall score out of 100 along with specific strengths, areas to improve, and a coaching summary.</p> <p>Coaching scores persist across calls. If a team member has been coached on previous calls, a growth trend (improving, stable, or declining) appears next to their score.</p> <h2>Deleting a Transcript and Recording</h2> <p>You can permanently delete a phone call transcript and its recording from TrustPager. This removes the transcript, its links to contacts and opportunities, and the stored recording file. <strong>This cannot be undone.</strong></p> <p>There are two ways to delete:</p> <ul> <li><strong>From the Phone Calls list:</strong> Go to <a href="https://app.trustpager.com/inbox/phone-calls">https://app.trustpager.com/inbox/phone-calls</a>. Navigate to the specific contact or number, then click the three-dot menu (&#8942;) on the call row you want to remove. Select <strong>Delete</strong> and confirm in the dialog that appears. You'll see a "Transcript and recording deleted" confirmation once it's done.</li> <li><strong>From the Phone Call detail page:</strong> Open the individual call detail view and click the <strong>Delete</strong> button in the top-right corner. Confirm in the dialog that appears.</li> </ul> <p><strong>Who can delete:</strong> Only users with the Admin or Editor role can delete transcripts. Viewers do not see the Delete option. If you don't see it, ask your workspace admin to review your permissions at <a href="https://app.trustpager.com/settings/permissions">https://app.trustpager.com/settings/permissions</a>.</p> <p>Deletion is also available via the API (<code>DELETE /transcripts/:id</code>, requires the <code>transcripts:delete</code> scope) and the <code>delete_transcript</code> MCP tool for AI agent workflows.</p> <h2>Troubleshooting</h2> <ul> <li><strong>An answered inbound call is not appearing:</strong> Inbound calls answered in the TrustPager browser softphone are recorded and transcribed automatically. If a call is missing, check that the call was answered in the browser (not forwarded to an external number) and that your workspace has an active phone number at <a href="https://app.trustpager.com/settings/phone">https://app.trustpager.com/settings/phone</a>. Allow a minute or two after the call ends for the transcript to process, then click the refresh icon on the calls page.</li> <li><strong>No calls appearing:</strong> For external provider calls, check that your calling provider is connected at <a href="https://app.trustpager.com/auto/integrations">https://app.trustpager.com/auto/integrations</a> and click the sync icon on the phone calls page to pull in recent calls. For TrustPager browser softphone calls, check your phone number is active at <a href="https://app.trustpager.com/settings/phone">https://app.trustpager.com/settings/phone</a>.</li> <li><strong>Transcript says "None":</strong> Not all calls are recorded or transcribed depending on your provider plan and settings. If the call was recorded, click Retry Transcript Fetch on the call detail page to re-attempt.</li> <li><strong>Transcript is missing for a long call:</strong> TrustPager transcription handles calls of any length automatically, including very long calls. If a transcript is missing, the most common cause is the call was not recorded by your provider, or the recording was not available yet when TrustPager synced. Click <strong>Retry Transcript Fetch</strong> on the call detail page to re-attempt, or check your provider's recording settings at <a href="https://app.trustpager.com/auto/integrations">https://app.trustpager.com/auto/integrations</a>.</li> <li><strong>Call is unlinked:</strong> The phone number was not matched to a contact automatically. Use the link icon on the call detail view to link it manually.</li> <li><strong>Phone Calls not visible in sidebar:</strong> This section requires the <code>calls:read</code> permission scope. Ask your workspace admin to check your role at <a href="https://app.trustpager.com/settings/permissions">https://app.trustpager.com/settings/permissions</a>.</li> </ul>