> ## 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.

# Call history

> Find past calls and chats, read what was said, and listen to recordings.

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

## 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

## 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](/en/agent-behaviour/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

## 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.

## What do I do if...

<AccordionGroup>
  <Accordion title="...I can't find a specific call?">
    Check the time range. By default only the last 7 days are shown. Widen the range if the call is older.
  </Accordion>

  <Accordion title="...the recording is missing?">
    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.
  </Accordion>

  <Accordion title="...I need to delete a conversation?">
    Email us at **[hello@verbu.com](mailto:hello@verbu.com)** — we'll help.
  </Accordion>

  <Accordion title="...I want to be alerted when a specific type of call happens?">
    Use [Send call summary](/en/capabilities/send-summary) with Smart routing to forward specific call types directly to email or Slack.
  </Accordion>
</AccordionGroup>

## Next steps

* Use what you learn to improve the agent in [Agent knowledge and training](/en/agent-behaviour/knowledge-and-training)
* Get notified automatically: [Send call summary](/en/capabilities/send-summary)