#Call Log

#Overview

The call log displays a searchable, filterable list of calls in your tenant and project scope. Use the call log to find specific calls, review outcomes, expand an inline transcript preview, and export filtered CSV results when your role allows it.

#Prerequisites

• You are signed in to the AiDial portal. See Signing In if you need help.
• Your visible calls are determined by your tenant, assigned clients, and assigned projects. Accounts without a usable project scope see an unavailable or empty call log.
• Multi-project tenants use the top-bar project switcher. The Calls page requires a single project scope for search and export.

#Searching and Filtering Calls

1. Navigate to Calls in the portal sidebar
2. Use the search and filter options at the top of the call list:

• Date range — Use Today, 7d, 30d, or a custom range
• Outcome — Filter by the selected project's outcome taxonomy, including Unclassified
• Status — Filter by completed, missed, failed, or unknown calls
• Sentiment — Filter by positive, neutral, or upset calls
• Search summaries — Search redaction-safe call summaries. Phone numbers, email addresses, Medicare numbers, and dates of birth are rejected.
• More filters — Filter by resolution, call type, attention flag, caller, agent, booking, transfer, follow-up, SMS/email status, and duration. The caller field is hidden for Client Staff.

1. Select Search to apply filter changes. Clear resets the current filter draft.

Date presets, outcome changes, and filter-chip removal apply immediately. The Search summaries field can hold draft text until you select Search. Filter chips show the URL-applied query; export uses the filters currently applied to the displayed list. If a deep link contains an optional filter that the selected project no longer supports, the chip and More filters control stay visible so you can clear it; switching projects clears unsupported optional filters.

#Call List Columns

The results table displays:

• Date/Time — When the call began
• Summary — Redaction-safe summary where available
• Duration — Call duration where available
• Outcome — API-owned project taxonomy label. This column is hidden when the project has no outcome taxonomy or outcome metadata is unavailable. If the taxonomy exists but no calls in the range are classified yet, unclassified values are shown in muted text.
• Status — Completed, missed, failed, or unknown
• Sentiment — Positive, neutral, upset, or unavailable
• Action — Expands or collapses the inline review panel

On mobile, the same list is shown as cards with date/time, duration, summary, and outcome/status/sentiment chips. The mobile card list does not show caller names or phone numbers.

#Pagination and Sorting

• Choose how many calls to display per page: 20, 50, or 100. The default is 50.
• Sort by call start time from the Date/Time column, newest first by default or oldest first when selected
• Navigate between pages using the Previous and Next controls at the bottom of the list

#Viewing a Call

Select the chevron on a desktop/tablet row, or select a mobile card, to open the inline review panel. The URL updates to /calls?expand=<callId> so the expanded call can be bookmarked or shared with someone who has the same access scope. Desktop and tablet views can keep up to three rows expanded; mobile opens the selected call in a bottom sheet.

The inline review panel shows the role-appropriate transcript preview and side metadata such as from number, started/ended time, end reason, message count, sentiment, consent state, and transfer destination when present. A TXT transcript download appears only when the server says your role and the call are eligible. Direct legacy /calls/<callId> links redirect back to the inline review URL and preserve project_id when present.

#Exporting Results

When your role permits export, use Export CSV... in the call log to export the currently applied filters. The button appears with the applied filter chips and count when the displayed list has matching rows. Export is CSV-only and is unavailable when there are no matching calls, when more than 10,000 calls match, or when a required project scope is missing.

Metadata and redacted summaries are always included. Client Admin users can explicitly add audited sensitive options such as caller info, transcript text, and audio links; audio links also require recording retention to be enabled for the project. Client Manager, Client Staff, and Partner Admin exports are metadata-only. Partner User cannot export call data. See Export and Download for export details.

#Security and Scoping

The browser uses your signed-in portal session. You do not need to enter or send an API key, and the browser must not send X-API-Key.

The Calls page fetches portal BFF routes such as /api/calls, /api/calls/scope, and /api/calls/<callId>/inline-preview. Those server-side routes resolve your NextAuth/Zitadel session, enforce role and tenant/project scope, and forward the session bearer token to aidial_api. If a requested project or call is outside your scope, the portal blocks access without revealing whether another organisation has matching call data.

Sidebar visibility is not the security boundary. Middleware protects non-API pages, and each API route performs its own auth, RBAC, scoping, and audit checks.

#Role-Specific Notes

• Client Admin: You can search by caller, view inline transcript previews, download eligible TXT transcripts, and export CSV with audited sensitive options when selected.
• Client Manager: You can search by caller and view inline transcript previews. CSV export is available for metadata and redacted summary defaults; sensitive export options are disabled.
• Client Staff: You can view in-scope calls with masked caller details. Caller search is removed, and CSV export is limited to metadata and redacted summary defaults. See Role Reference for details.
• Partner Admin and Partner User: You can view and search assigned client/project scopes. Partner transcript previews may be hidden by backend redaction policy. Partner Admin can export metadata-only CSV results; Partner User cannot export call data.

#Empty State

If no calls have been recorded in the selected period, the call log displays a No calls in this period state with an option to reset to the last 30 days. If filters are active and no calls match, the page displays a No matches state with a Clear filters action. Assignment, lifecycle, telemetry, or unavailable-project states use the same non-enumerating scoping model and may ask you to reset to an available project or return to the dashboard.

#Common Issues

• No results found: Check your filters. You may have a date range, outcome, status, sentiment, summary search, caller, agent, duration, or other advanced filter applied that excludes the calls you are looking for. Clear filters and search again.
• Summary search rejected: Search summaries cannot use phone numbers, email addresses, Medicare numbers, or dates of birth. Use caller search in More filters if your role allows it.
• Project required: If your session has multiple project scopes and the page cannot resolve a default project, select a project from the project switcher before searching or exporting.
• Cannot export: Export is unavailable when there are no matching rows, more than 10,000 matching calls, a required project is missing, or your role does not permit CSV export.
• Cannot access call log: Verify you are signed in and your session has not expired. See Troubleshooting.

#Related Pages

• Export and Download — Export call data to CSV
• Recordings — Recording access rules and download behaviour
• Dashboard — Analytics overview