Call History
Every call handled by adaptlive is stored in Calls → History. You can search, filter, and review call records to coach your team, resolve disputes, or audit performance.
What's Stored
- Full transcript with speaker labels and timestamps
- Playbook used during the call
- All captured data fields and their values
- The wrap-up submitted by staff
- Any flagged moments
- Call duration, direction (inbound/outbound), and the handling staff member
Call Recording (Optional)
Audio recording is an optional add-on available on Professional plans. When enabled, calls are recorded and linked to the call record. Recordings are stored for 90 days by default (configurable up to 1 year). Important: you are responsible for complying with call recording consent laws in your jurisdiction. adaptlive plays an optional consent disclosure at the start of every call — enable this in Settings → Recording → Play Disclosure.
Search & Filter
Use the call history search to find calls by:
- Caller number
- Staff member who handled it
- Date range
- Playbook used
- Any word in the transcript
Export
Export call data as CSV for reporting or analysis. Go to Calls → History → Export. You can scope the export to a date range and filter by staff member or playbook.