# Find a call: history, recording, AI summary Filter your calls, listen to the recording and generate the AI summary. - Role: Everyone - Duration: 3 min - On: Web, Mac - Learning Centre: https://callizy.ca/en/apprendre/retrouver-un-appel - Open this screen in Callizy: https://app.callizy.ca/en/manager?view=history ## 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. Screenshots show Callizy in French. Button names are given in English. ### 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. Menu: Inbox › Calls ### 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. 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. 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. 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. 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. Menu: Administration › Track › History ### 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 - **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](https://callizy.ca/en/apprendre/loi-25-enregistrement). - **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](https://callizy.ca/en/apprendre/relire-conversations). ### 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.