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Documentation Index

Fetch the complete documentation index at: https://help.verbu.com/llms.txt

Use this file to discover all available pages before exploring further.

Every conversation your agent has had lives under Call history. You’ll find it in the menu on your agent.

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What you can see

For each conversation you’ll see:
  • Time and duration — when it happened and how long it lasted
  • Channel — phone or chat
  • Caller’s number or chat ID
  • A short summary of what the conversation was about
  • The full transcript — word for word, who said what
  • The audio recording (phone only) — so you can listen yourself

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When is it useful?

  • A caller says “I spoke to you yesterday” — find the call, read the summary, and you’re caught up
  • The agent gave a wrong answer — read the transcript, find out why, and fix Agent knowledge and training
  • You’re following up with a customer — listen to how the agent handled the first call
  • You want to see what works — review calls that ended well and learn what went right

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Filters

You can filter the history by:
  • Time period — last day, week, month, or a specific range
  • Outcome — how the call ended (booked, transferred, hung up, etc.)
  • Channel — phone only or chat only
Use it to find exactly what you need instead of scrolling through everything.

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What do I do if…

Check the time range. By default only the last 7 days are shown. Widen the range if the call is older.
Recordings are only made for phone calls, not for chat. Also check that the conversation has ended — recordings become available shortly after the call wraps up.
Email us at hello@verbu.com — we’ll help.
Use Send call summary with Smart routing to forward specific call types directly to email or Slack.

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Next steps