#Call Review

5 min read
RoleAccess Level
Client AdminIn-scope inline review and TXT transcript download when eligible
Client ManagerIn-scope inline review; transcript download is hidden by the current role eligibility flags
Client StaffIn-scope inline review with redacted data; no transcript download, recording download, PII unlock, or sensitive access audit controls

#Overview

The current Calls experience reviews one call inside the Call Log. There is no standalone customer-facing call detail page. Open a row on desktop/tablet or a card on mobile to load /calls?expand=<callId> and review the call inline.

Legacy direct links such as /calls/<callId> redirect back to the inline review URL and preserve project_id when present.

#Prerequisites

  • You are signed in to the AiDial portal
  • The call belongs to your tenant and assigned project scope
  • Open a call row or mobile card from the Call Log

#Call Information

The inline review panel displays the information currently returned by the portal BFF inline-preview route:

  • Transcript preview — Redacted transcript turns returned by AiDial for your role
  • Date/Time — When the call began
  • Ended time — When the call ended, when available
  • End reason — Caller hang-up, transfer, missed, failed, or unknown
  • From number — Redacted or masked according to your role and tenant policy
  • Message count — Number of transcript turns/messages when available
  • Caller and agent sentiment — Safe sentiment labels when available
  • Consent state — Obtained, not required, or unavailable
  • Transfer destination — Customer-safe destination label when a transfer occurred

If the backend caps a long transcript, the panel shows a truncation notice in place. Missing, hidden, live, retention-expired, redaction-failed, and error states are all shown inside the panel without navigating away from the Call Log.

#Downloading the Transcript

Client Administrators see Download TXT transcript in the inline review panel when the BFF returns review_eligibility.can_download_transcript=true. The button uses the same-origin /api/calls/[callId]/transcript?format=txt route and your signed-in portal session.

The underlying BFF route also supports PDF and TXT-with-quality-history parameters, but the currently mounted inline action sends TXT only. See Export and Download for transcript downloads and bulk CSV export details.

#Transcript Review

Transcript-quality route handlers and components exist for diagnostics, corrections, annotations, and disputes, but they are not mounted in the current client inline review panel. Do not expect transcript correction, annotation, or dispute controls in the Calls page unless a later portal release exposes them.

The inline panel displays the redacted preview returned by AiDial. Analytics and CSV export continue to use backend-owned call data; the inline preview does not rewrite transcript records.

#Recording

Recording BFF routes and recording UI components exist in the codebase, but the current inline Calls panel does not mount a recording player or recording download button. If a recording workflow is exposed by another approved surface, playback and download are checked server-side for the selected call, your role, tenant/project scope, consent status, playback compliance status, and recording-download entitlement.

See Recordings for the route-level recording access rules and common error states.

#Compliance Tools

Call-scoped compliance BFF routes exist for consent evidence, outbound compliance evidence, PII unlock requests, sensitive artifacts, and sensitive exports. The current client inline review panel does not mount those controls.

When an approved portal surface invokes a sensitive call route, the route enforces its own auth/RBAC, tenant/project scope, consent/compliance checks, and audit behavior. The inline preview itself never returns unlocked PII, raw recording URLs, sensitive artifacts, or sensitive export files.

Use the row collapse control on desktop/tablet or close the mobile sheet to return to the Call Log. The URL uses ?expand=<callId> for the selected call, so the current inline review can be bookmarked or shared with another user who has the same access scope.

#Security and Scoping

Call review access is checked against your role, organisation, assigned project scope, and the selected call. The browser uses your signed-in portal session and does not need an API key.

Out-of-scope calls return a not-found style response. A missing call and a call outside your organisation or project scope may therefore look the same in the portal.

#Role-Specific Notes

  • Client Admin: You can open in-scope inline review and download the TXT transcript when the route marks transcript download as eligible.
  • Client Manager: You can open in-scope inline review. The current inline transcript-download eligibility flag is false for this role.
  • Client Staff: Caller details may be masked or hidden. Transcript download, recording download, PII unlock, and sensitive access audit controls are not available in the current inline panel.

#Common Issues

  • Call not found: The call may have been removed, may be outside your tenant/project scope, or may have an invalid call identifier. Return to the Call Log and try searching again.
  • Transcript preview unavailable: The transcript may still be processing, may be hidden for your role, may be retention-expired, or may have failed redaction checks.
  • Transcript download unavailable: The transcript may be missing, outside your current access scope, temporarily rate-limited, or unavailable to your role.
  • Recording controls missing: The current inline review panel does not mount the recording player or recording download action.
  • PII unlock controls missing: The current inline review panel does not mount the PII unlock form.