Calls in the Client Portal
The Calls section gives clients a view of all calls handled by their agents. Clients can review call outcomes, search through history, and optionally access full transcripts and recordings.
Required Permissions
| Permission | Capability |
|---|---|
view_calls | See call history list with basic metadata |
view_call_details | Access full transcripts, recordings, and AI summaries |
Without view_calls, the Calls section does not appear in the portal sidebar.
Call History List
With view_calls permission, clients see a table of all calls made to or from their agents. Each row shows:
- Date and time of the call
- Agent name that handled the call
- Phone number of the caller or recipient
- Direction — Inbound or outbound
- Duration — How long the call lasted
- Sentiment — AI-detected sentiment (positive, neutral, negative)
- Status — Completed, failed, or missed
Filtering and Search
Clients can narrow down their call list using:
- Date range — Select a start and end date to focus on a specific period
- Agent filter — Show calls for a specific agent only
- Direction — Filter by inbound or outbound calls
- Sentiment — Filter by positive, neutral, or negative sentiment
- Search — Search by phone number or caller name
Encourage clients to use date range filters when reviewing performance over specific campaigns or time periods.
Call Details
With view_call_details permission, clicking on a call row opens the full detail view. This includes everything from the list view plus:
- AI-generated summary — A concise summary of the conversation
- Full transcript — The complete conversation, timestamped and separated by speaker
- Recording playback — Listen to the actual call audio
- Call metadata — Any custom fields passed via the API or workflow
Without Call Details Permission
If a client only has view_calls (without view_call_details), clicking a call row shows basic metadata but the transcript, recording, and summary sections are hidden. This is useful when you want clients to see call volume and outcomes without accessing the actual conversation content.
Recordings are stored by the voice provider (Retell, Vapi, or Bland). Retention periods depend on the provider’s policy. BuildVoiceAI does not independently store call audio.
Data Scoping
Clients only see calls associated with agents assigned to them. They cannot see:
- Calls from other clients’ agents
- Calls from unassigned agency agents
- Internal test calls (unless the test was on their agent)
Exporting Call Data
Clients with view_calls permission can export their call history as a CSV file. The export includes all visible columns and respects any active filters.
To export:
- Apply any desired filters
- Click the Export button in the top-right corner
- The CSV file downloads to their browser
Exported CSV files may contain personal phone numbers. Remind clients to handle exported data in accordance with privacy regulations.
Common Questions
Why are some calls missing from the list? Calls only appear for agents assigned to the client. If an agent was recently assigned, only calls made after the assignment are shown.
Why is there no transcript for a call? Transcripts are generated by the voice provider and may take a few minutes to process after a call ends. If a transcript is still missing after 15 minutes, check the provider dashboard.
Can clients delete calls? No. Call records are managed by the agency. Clients can view but not delete call history.