Reviewing call transcripts and recordings
Every call is transcribed and logged so you can review what was said and follow up.
Every AI-handled call is automatically transcribed and saved alongside your text conversations, so you have a complete record of every guest interaction in one place.
Phone calls used to be the black hole of property records, decisions made, promises implied, details exchanged, none of it written down anywhere. Transcripts close that hole. Every call becomes text: searchable, reviewable, quotable. Six months later, when there’s a question about what a guest was told about the deposit, the answer isn’t anyone’s memory, it’s a timestamped transcript.
Where to find them
Open the Interactions view and filter by channel to see calls. Each entry includes the transcript, the caller’s number, the time, the outcome (answered, message taken, escalated), and a link to any follow-up texts.
Because calls and texts live in the same view, a contact’s history reads as one continuous story: the Tuesday call about the leak, the Wednesday text with the photo, your follow-ups after. Search works across all of it, by name, number, or any word said, so “who called about the garage door last month?” is a five-second lookup, not an archaeology project.
What the outcome labels tell you
The outcome on each call is your fastest triage signal. Answered means the AI resolved it, skim these occasionally for quality. Message taken means a workflow completed, check that follow-ups happened. Escalated means a human was needed, these deserve a read, both to handle the situation and because each one is a clue about what to add to the knowledge base. Reviewing the week’s escalated calls is a core part of the weekly routine.
Use transcripts to improve answers
Call transcripts are a goldmine for spotting knowledge gaps. If callers keep asking something the AI fumbles, add it to the knowledge base.
Transcripts as a management tool
Beyond dispute protection, transcripts quietly improve operations. They show you the questions travelers ask before booking, which is free market research for your listings. They reveal how often callers mention a competitor’s price, whether guests understood a notice, and which amenities people actually ask about. For teams, they make handoffs clean: whoever picks up a situation reads the call instead of reconstructing it secondhand. And for compliance-minded hosts, they’re part of the records story covered in how long is data kept.
Are calls recorded as audio, or just transcribed?
How accurate are the transcripts?
Do callers know the call is being transcribed?
Can I export a transcript?
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