Listening to call recordings

For voice calls, HAB saves an audio recording alongside the transcript so you can hear the conversation exactly as the customer did.

Play a recording

1. Open the Conversations section.
2. Filter to Voice calls if you want to see only phone conversations.
3. Click a conversation to open it.
4. Press Play on the audio player at the top of the transcript.
5. Use the player controls to pause, scrub, or replay any part.

Why listen instead of just reading

• Tone and pacing — Hear whether HAB sounds natural and on-brand.
• Pronunciation — Catch any names, services, or local terms HAB says awkwardly.
• Customer reactions — Pick up hesitation or confusion that doesn't always show in text.

Act on what you hear

If the voice sounds off, adjust the voice or speaking style under Bot → Voice. If HAB stumbled on a question, update your Knowledge Base or FAQs.

Note: Call recording may be subject to local consent laws. Make sure your greeting or policy discloses recording where required, and check the rules in your state or region. Recording settings can be managed in Settings.

Tip: Download a recording to share a great (or tricky) call with your team during training.