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Find a call: history, recording, AI summary

Filter your calls, listen to the recording and generate the AI summary.

Role : EveryoneDuration : 3 minOn : Web, Mac

Before you start

  • Your Callizy account.
  • To listen to a call: recording turned on for the number.
  • For the team’s History: be a manager or a supervisor.

Step by step

7 steps, about 3 min
  1. 1

    Open your calls

    10 s

    In Inbox, Calls tab: your calls, newest first. The All, Outbound, Inbound, Missed, Voicemails, AI and Favorites filters sort the list.

    Inbox/Calls

    Open this screen in Callizy
  2. 2

    Open the customer’s thread

    10 s

    Click a call: the customer’s thread opens, with their calls, texts and voicemails. Each call has its card: Inbound call, Outbound call or Missed call, with its length and who answered.

  3. 3

    Listen to the recording

    20 s

    On the call’s card, the player plays the recording. No player? The call wasn’t recorded, or your access to recordings is closed.

  4. 4

    Read the AI summary

    20 s

    Right after the call, the card shows “Summary in progress…”: Callizy is preparing it. The summary appears on its own, under AI Summary, with its Proposed tasks. No summary? Click Generate AI Summary.

  5. 5

    Read the transcript

    20 s

    Click Details: the Call Details panel shows the summary, the Transcript and the player. Show full transcript shows all of it.

  6. 6

    Managers: the team’s history

    30 s

    In Administration, Track, History: all calls made and received by your team. Filter by Period, Status, Direction and Answered by; Reset clears the filters.

    Administration/Track/History

  7. 7

    Listen or download

    20 s

    In the Recording column, click the waveform icon: the player opens in the row. Download saves the file; Delete, then Delete permanently, erases it. These two buttons are for the owner and managers only.

Key points

  • All of a customer’s calls are in their thread, with their recording and summary.
  • The summary is prepared on its own after the call, from the recording.
  • Without a recording, the summary only gives the date, length and direction of the call.

Settings

You can change them at any time, without reconnecting anything.

Record calls
Managers: in Numbers, click the line, Settings tab, Call recording. Turn on Record inbound calls and Record outbound calls. Retention (days): 1825 by default, or 5 years. See Record calls in line with Quebec’s Law 25.
Transcript and summary
Same tab, Transcription & AI summary: Automatic transcription and AI summary after call. Both start turned on.
Who hears recordings
In Settings, Team management, Members hear: their own calls, every call or no recording. The owner, managers and supervisors hear every call. The transcript follows the recording; the summary stays visible to everyone.

Not working?

“Generate AI Summary” comes back with no summary
  1. The automatic summary didn’t go through: call with no recording, conversation too short, or more than 15 minutes of waiting.
  2. Click Generate AI Summary.
No player on the call’s card
  1. Recording is off for this number: your manager turns it on in Numbers, Settings tab.
  2. Your access to recordings is closed: ask your manager.
Callizy shows “No transcript for this call.”
  1. The call wasn’t recorded, or transcription is off for this number.
  2. No access to the recording means no transcript.
Callizy shows “Recording is being processed…”
  1. The call just ended: try again in a moment.
Callizy shows “No calls to show”
  1. Widen the Period, or click Reset.
You’re looking for a call by number or exact date
  1. The history doesn’t filter by number or exact date: search for the customer, then open their thread.

Frequently asked questions

Are calls recorded automatically?
Only if recording is turned on for the number. It’s chosen during setup, then changed in the number’s settings.
What about calls taken by the AI agent?
AI filter, or Answered by in the history. Their summary comes from the agent: see Review conversations and go back to a previous version.
How long are recordings kept?
5 years by default, adjustable per number in Retention (days). Older ones are erased every night.

Updated October 29, 2026

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