Reading Call Transcripts
Calls handled through Savvy Agents can appear in the Inbox with a recording, transcript, and AI-generated summary. Use these tools to understand what happened without replaying every call from start to finish.
Finding a Call
Open Inbox.
Select the patient or phone thread from the contact list.
Look for a voice call card in the conversation timeline.
Click the transcript action to open the transcript sidebar.
What the Call Card Shows
Call time and duration
Recording playback when available
AI summary
Transcript action
Caller and patient context when matched
Agent or staff attribution
Using the Transcript Sidebar
Recording playback
Full transcript messages
Message timestamps
AI and caller turns
Call metadata and summary
Start with the summary. Open the full transcript or play the recording when you need exact wording.
When to Review a Recording
A patient disputes what was said
A handoff or transfer needs context
A summary seems incomplete
A training or coaching moment needs exact detail
The call involved a sensitive issue
Common Questions
Q: Why is there no recording? A recording may be unavailable if the call was not routed through Savvy Agents, ended too quickly, or recording is disabled for your workspace.
Q: Why is the transcript incomplete? Background noise, overlapping speakers, short calls, or poor audio can affect transcript quality.
Q: Are summaries final records? No. Treat summaries as helpful review aids. Use the transcript, recording, and patient chart when accuracy matters.