#Call Review

6 min read
RoleAccess Level
Client AdminIn-scope inline review and transcript download when the call has a downloadable transcript
Client ManagerIn-scope inline review; transcript download is hidden by the current role eligibility flags
Client StaffIn-scope inline review with masked caller data; no transcript download, recording download, PII unlock, or sensitive access audit controls

#Overview

The current Calls experience reviews calls inside the Call Log. There is no standalone customer-facing call detail page. Open a row on desktop/tablet or a card on mobile to load /calls?expand=<callId> and review the call inline.

On desktop and tablet you can keep up to three rows open at once. The expand parameter holds a comma-separated list of call IDs, and opening a fourth row closes the oldest one. On mobile the review opens in a bottom sheet showing the first call ID in that list.

Legacy direct links such as /calls/<callId> redirect back to the inline review URL and preserve project_id when present. Other legacy parameters (return_to, from_page, page_size, project_display_name) are dropped.

#Prerequisites

  • You are signed in to the AiDial portal
  • The call belongs to your tenant and assigned project scope
  • Open a call row or mobile card from the Call Log

#Call Information

The inline review panel shows the redacted transcript on the left and a metadata panel on the right. Both come from the portal BFF inline-preview route:

  • Transcript — Redacted transcript turns returned by AiDial for your role, labelled AI or Caller with an elapsed timestamp per turn
  • From — Caller number, masked according to your role and tenant policy
  • Started — Time the call began
  • Ended — Time the call ended, when available
  • End reason — Caller hung up, transferred, missed, failed, or unknown
  • Messages — Number of transcript turns/messages when available
  • Caller mood — Safe sentiment label when available
  • Follow-up — Whether the call is flagged as needing follow-up
  • Consent — Obtained, not required, or unavailable
  • Transferred to — Customer-safe destination label, shown only when a transfer occurred

Agent sentiment is not shown to Client Admin, Client Manager, or Client Staff; that row is reserved for partner and AiDial roles.

The backend caps the inline transcript at 200 turns. When a call exceeds that cap the panel shows a truncation notice in place. Missing, hidden, live, retention-expired, redaction-failed, and error states are all shown inside the panel without navigating away from the Call Log, and error states offer a Retry button.

#Downloading the Transcript

Client Administrators see a Download transcript button in the inline review panel. It appears only when all three of the following hold:

  • the BFF returns review_eligibility.can_download_transcript=true for your role,
  • the transcript is in a downloadable state, and
  • the call has at least one transcript turn.

The two transcript conditions keep the button hidden on calls where the download is guaranteed to fail. The button uses the same-origin /api/calls/[callId]/transcript?format=txt route and your signed-in portal session.

The underlying BFF route also supports PDF and a quality-history parameter, but the currently mounted inline action sends TXT only. See Export and Download for transcript downloads and bulk CSV export details.

#Transcript Review

Transcript-quality route handlers and components exist for diagnostics, corrections, annotations, and disputes, but they are not mounted in the current client inline review panel. Do not expect transcript correction, annotation, or dispute controls in the Calls page unless a later portal release exposes them.

The inline panel displays the redacted preview returned by AiDial. Analytics and CSV export continue to use backend-owned call data; the inline preview does not rewrite transcript records.

#Recording

Recording playback and download are not exposed in the current customer portal. Recording player, download, and compliance-indicator components exist in the codebase but are not mounted on any page, so the inline Calls panel offers no recording player, recording download button, or recording access request control. The inline-preview response pins recording eligibility flags to false until the backend provides an implemented recording locator/media-access contract.

Call-scoped recording BFF routes do exist and enforce their own auth, RBAC, tenant/project scope, and audit behaviour, but no mounted portal surface calls them.

See Recordings for the current recording availability statement.

#Compliance Tools

Call-scoped compliance BFF routes exist for consent evidence, outbound compliance evidence, PII unlock requests, sensitive artifacts, and sensitive exports. The current client inline review panel does not mount those controls.

When an approved portal surface invokes a sensitive call route, the route enforces its own auth/RBAC, tenant/project scope, consent/compliance checks, and audit behavior. The inline preview itself never returns unlocked PII, raw recording URLs, sensitive artifacts, or sensitive export files.

Use the row collapse control on desktop/tablet, press Escape inside the panel, or close the mobile sheet to return to the Call Log. The URL carries ?expand=<callId> (comma-separated for multiple open rows), so the current inline review can be bookmarked or shared with another user who has the same access scope.

#Security and Scoping

Call review access is checked against your role, organisation, assigned project scope, and the selected call. The browser uses your signed-in portal session and does not need an API key; the portal server forwards your bearer token to AiDial.

Out-of-scope calls return a not-found style response. A missing call and a call outside your organisation or project scope may therefore look the same in the portal. A malformed call identifier is rejected before any backend call.

Hiding a control is never the security boundary. The transcript download route re-checks your role server-side, denies Client Staff outright with the same not-found response, requires the request to come from the portal itself, and writes an authorisation audit entry.

#Role-Specific Notes

  • Client Admin: You can open in-scope inline review and download the transcript when the call has a downloadable transcript.
  • Client Manager: You can open in-scope inline review. The current inline transcript-download eligibility flag is false for this role.
  • Client Staff: Caller numbers are always masked for this role, regardless of tenant phone-access policy. Transcript download, recording playback/download, PII unlock, and sensitive access audit controls are not available.

#Common Issues

  • Call not found: The call may have been removed, may be outside your tenant/project scope, or may have an invalid call identifier. Return to the Call Log and try searching again.
  • Transcript preview unavailable: The transcript may still be processing, the call may still be live, the transcript may be hidden for your role, may be retention-expired, or may have failed redaction checks. Where a reference identifier is shown, quote it to support.
  • Download transcript button missing: Your role may not be eligible, or the call may have no transcript turns to download.
  • Transcript download failed: The transcript may be missing, outside your current access scope, temporarily rate-limited, or unavailable to your role. The panel shows the specific reason under the button.
  • Recording controls missing: This is expected. The current portal does not expose recording playback or download controls.
  • PII unlock controls missing: The current inline review panel does not mount the PII unlock form.