AiDial Docs

#Export and Download

RoleAccess Level
Client AdminIn-scope CSV export, redacted TXT/PDF transcript download, and TXT transcript review-history download
Client ManagerIn-scope CSV export, redacted TXT/PDF transcript download, and TXT transcript review-history download
Client StaffIn-scope CSV export, redacted TXT/PDF transcript download, and TXT transcript review-history download with masked caller details where required

#Overview

The portal provides two ways to get your call data out: CSV export for filtered call data, and TXT or PDF transcript download for individual calls. Individual transcript downloads can also include labelled transcript review history when corrections, annotations, or disputes exist for the call. These options are available from the portal without needing to contact your partner.

These downloads use your signed-in portal session. You do not need to enter or send an API key.

#Prerequisites

  • You are signed in to the AiDial portal
  • For CSV export: navigate to the Call Log
  • For transcript download: navigate to a Call Detail page
  • The calls belong to your tenant and assigned project scope
  • If your account has multiple project scopes, select the project before exporting

#CSV Call Export

Export your filtered call list as a CSV file for use in spreadsheets or other tools.

#How to Export

  1. In the Call Log, apply the available filters, such as date range, status, caller, agent, and project
  2. Check the export panel for the number of matching calls
  3. Select Download CSV
  4. The portal shows preparation feedback while the server streams the file
  5. Once complete, the CSV download starts automatically and the portal shows how many rows were exported

CSV export is handled in the current request. It is not a background export job, so larger filtered ranges can take longer. You can cancel an in-progress export from the export panel.

#Export Limits

  • Maximum 10,000 calls per export. If your filter matches more than 10,000 calls, narrow your date range or add additional filters.
  • One export at a time for the same user and tenant. Wait for your current export to complete before starting another.
  • The portal may show an omitted-row count if matching calls are no longer available or no longer in scope by the time the CSV is streamed.

#What the CSV Includes

Each row represents one call with these columns:

  • call_id
  • project_id
  • call_started_at
  • call_status
  • channel
  • caller
  • agent
  • duration_seconds
  • summary
  • transcript

The transcript column contains collapsed redacted transcript text. CSV values that could be interpreted as spreadsheet formulas are neutralised before download.

#Transcript Download

Download an individual call transcript as a redacted TXT or PDF file. You can also download a TXT file with review history when you need a labelled record of transcript corrections, annotations, dispute events, and the analytics-source note.

#How to Download

  1. Navigate to the Call Detail page for the call you want
  2. Select Download TXT transcript, Download PDF transcript, or Download TXT with review history
  3. The transcript download starts automatically

TXT downloads include call metadata at the top followed by speaker-prefixed transcript lines. PDF downloads are generated from the same redacted transcript path. If a transcript is too large for PDF generation, use TXT instead.

The review-history TXT option includes the same redacted transcript plus a separate review section. Original transcript text and corrected display text remain labelled separately, and review notes are stored and exported only after server-side sensitive-text screening.

Transcript downloads are checked server-side for your role and call scope. Out-of-scope or unavailable transcripts return the same not-found style message, so the portal does not reveal whether another tenant or project has a matching call ID.

#Role-Specific Notes

  • Client Admin and Client Manager: CSV exports and transcript downloads are available for in-scope calls. Standard and review-history transcript downloads are redacted-only; decrypted transcript access uses the separate PII unlock and sensitive access workflow.
  • Client Staff: CSV exports and transcript downloads are redacted-only. Caller details may be masked in the portal, and the CSV caller column may show [REDACTED]. Review-history downloads do not grant correction or dispute-decision permissions.

#Security and Scoping

CSV export and transcript download requests are checked against your role, organisation, and assigned project scope before a file is returned.

Transcript downloads must come from the signed-in portal session. Navigation visibility is not the security boundary; the portal performs access checks for each request.

#Common Issues

  • Export button disabled: There may be no matching calls, more than 10,000 matching calls, a required project may be missing, or an export may already be in progress.
  • "Too many results" message: Your filter matches more than 10,000 calls. Add filters to narrow the results.
  • "Rate limited" message: You have made too many export requests in a short time. Wait a few minutes and try again.
  • "Already in progress" message: An export is already running for your user and tenant. Wait for it to finish or cancel the in-progress export.
  • Empty export result: Your filters matched calls previously, but no rows were available when the export ran. Adjust the filters and try again.
  • Transcript download unavailable: The transcript may be missing, outside your current access scope, temporarily rate-limited, or too large for PDF generation. Try TXT format if PDF fails because of size.
  • Review history missing from TXT: The call may not have corrections, annotations, or disputes yet, or the review-history option may not have been selected.