Reviewing call and chat transcripts

The Conversations section keeps a full record of every call and chat HAB handles. Reviewing them is the best way to see how your AI receptionist is performing and where to improve.

Find a conversation

1. Open the Conversations section from the left sidebar.
2. Browse the list, newest first.
3. Search by customer name or phone number, or filter by channel (voice vs. chat), date, or outcome (booked, message taken, and so on).

Read the transcript

1. Click any conversation to open it.
2. Read the back-and-forth, timestamped line by line.
3. See the captured lead details and any appointment that was booked, linked right from the conversation.

What to look for

• Did HAB understand the request? Misunderstandings often point to a missing service entry.
• Were questions answered confidently? Weak answers usually mean a gap in your Knowledge Base or FAQs.
• Did the conversation end well? A booked appointment is the goal; a dropped or unresolved chat is a chance to improve.

Tip: Reviewing five recent conversations a week is one of the fastest ways to raise your conversion rate. Every awkward moment is a clue about what to add to your Knowledge Base.

For phone calls, you can also listen to the recording — see Listening to call recordings.