Can I listen to recordings of AI calls?

Yes — every call your AI agent handles is fully recorded and transcribed by default. You can listen to the audio, read the transcript, search across the full call history, flag specific calls for review, and use the recordings to tune the AI's behavior over time. Everything is accessible from your admin dashboard.

Recordings and transcripts are one of the biggest operational advantages of AI voice over human answering. Your visibility into exactly what's being said on your business line goes from "I hope my receptionist is handling calls well" to "I know exactly what every caller said and exactly how it was handled."

What's captured for every call

• Audio recording of the full conversation

• Text transcript with speaker labels ("AI:" and "Caller:")

• Call metadata — timestamp, duration, caller ID, destination, outcome

• Detected intents — what the caller was trying to accomplish

• Actions taken — appointment booked, message taken, escalated, etc.

• Sentiment signals — whether the caller seemed satisfied, frustrated, confused

• Any structured data the AI extracted (appointment details, preferred times, contact info)

What you can do with the recordings

• Listen to any call on demand

• Search transcripts across all calls for keywords, phrases, or specific topics

• Flag calls for team review or coaching

• Export transcripts or recordings for your own archives

• Share specific calls with team members via a secure link

• Analyze patterns across calls (which questions come up most, what causes escalation)

• Identify knowledge-base gaps by seeing what the AI didn't answer well

Who on your team can access recordings

Access is controlled by role-based permissions in your admin dashboard. Typical configurations:

• Owners / admins — can access all recordings

• Managers — can access recordings for their team

• Front-desk staff — may be limited to recent calls or to calls assigned to them

• Audit-only roles — can view metadata but not listen to audio

For HIPAA-covered businesses, access to PHI-containing recordings should be restricted to authorized personnel with documented need-to-know, and all access is logged.

Retention and deletion

• Default retention is configurable — 30 days, 90 days, 1 year, or indefinite, depending on your needs

• You can delete specific calls on request (for example, if a caller asks to have their recording removed under privacy laws)

• Deletion propagates through backups within the configured window

• You control the retention policy — the platform doesn't keep your calls longer than you've configured

Compliance considerations

• Call recording consent — many U.S. states require at least one-party consent, some require two-party (all-party) consent. Your AI's greeting should include a recording notice if required for your state(s).

• HIPAA — recordings that contain PHI are covered under your BAA; the platform applies appropriate encryption and access controls

• PCI — if your calls include payment collection, the platform should use DTMF masking so card data never enters the recording

• Privacy laws (CCPA, CPRA, VCDPA, etc.) — callers can exercise rights to access, correct, or delete their recorded data

Related concepts

• What data does the AI collect?

• How secure is an AI voice agent?

• HIPAA compliance

• USDP — U.S. state privacy laws

See it in action

The Receptionist Agent at 365agents records, transcribes, and indexes every call by default. The admin dashboard lets you search across months of call history in seconds — something no human answering service can offer.