#Export and Download

#Overview

The portal provides CSV export for filtered call data from the Calls page. The current Calls review surface is inline: direct links to /calls/<call-id> redirect back to /calls?expand=<call-id>, where the transcript preview and mounted actions appear inside the Calls page.

For eligible inline reviews, the mounted transcript action downloads a redacted TXT transcript. The BFF route also supports PDF and TXT-with-review-history requests, but no portal surface currently mounts those controls.

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 inline TXT transcript download: expand an eligible call in the Call Log
• 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 export-supported filters: project, date range, status, caller, and agent
2. Select Export CSV...
3. Review the export dialog (tablet and desktop) or bottom sheet (mobile), including the matching-call count and the column options
4. Select Download CSV
5. The portal shows preparation feedback while the server streams the file
6. Once complete, the CSV download starts automatically and the portal shows how many rows were exported

CSV export is handled in the current request through the portal BFF route /api/exports/calls; it is not a background export job. Larger filtered ranges can take longer. You can cancel an in-progress export from the export dialog or mobile sheet.

#Column Options

The export dialog lists four column options:

• Metadata and Redacted summary are checked and locked. They are always included.
• Include caller info and Include transcript text are disabled for every role, including Client Admin. They are marked Unavailable because caller details and transcript text are governed by your data-reuse and consent policy and are not yet released for CSV export.

Audio links are not offered because the current Portal/API contract does not provide safe, scoped recording access URLs, and the backend CSV schema has no audio-link column.

In practice, every CSV produced by the current portal is a redaction-safe metadata and summary export.

#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. The portal disables the download before the request, and the server also rejects over-cap exports.
• One export at a time for the same user and tenant. Wait for your current export to complete before starting another.
• Repeated exports in a short period are rate-limited per user and per tenant.
• 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

Because the caller-info and transcript-text options cannot currently be honoured, the caller column is masked for every role (for example +614XXXX5678, or [REDACTED] when no usable number is stored) and the transcript column is empty. A summary value that matches a personal-information pattern is blanked at export time rather than replaced with placeholder text. CSV values that could be interpreted as spreadsheet formulas are neutralised before download.

The current backend CSV schema does not include a signed recording-link column. See Recordings for the current recording posture.

#Transcript Download

Download an individual call transcript as a redacted TXT file from the inline Calls review surface when the download action is visible for your role and the call.

#When the Action Appears

The Download transcript button is rendered only when all three of these hold:

• your role may download transcript text (Client Admin in the current portal)
• the transcript loaded successfully for the call
• the call has at least one transcript turn

This keeps the button hidden on calls where the download would always fail, such as a call with no transcript turns.

#How to Download

1. In the Call Log, expand the call you want to review
2. In the inline transcript side panel, select Download transcript
3. The TXT download starts automatically

TXT downloads open with a call metadata block (business, call date, duration, direction, the masked caller number, the destination number, and status), followed by timestamped, speaker-prefixed transcript lines.

The underlying same-origin transcript BFF route is /api/calls/[callId]/transcript. It accepts TXT and PDF formats, and TXT can include labelled quality-review history when include_quality_history=true; however, the inline Calls action sends the TXT request only, and no portal surface currently mounts the PDF or review-history controls.

Transcript downloads are checked server-side for your role and call scope. Client Staff requests are refused before any transcript is fetched, so hiding the button is not the only control. 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: CSV export is available for in-scope calls. The caller-info and transcript-text options are unavailable to admins as well, and audio links are not offered. Inline TXT transcript download is shown when the inline review eligibility allows it. Decrypted transcript access uses the separate PII unlock and sensitive access workflow.
• Client Manager: CSV export is available for in-scope calls. Sensitive column options are disabled, and the inline Calls review surface does not show the transcript download control.
• Client Staff: CSV export is available for in-scope calls. Sensitive column options are disabled, the inline Calls review surface does not show the transcript download control, and a direct transcript download request is refused server-side.

#Security and Scoping

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

CSV export and 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 and forwards only the server-side bearer token to aidial_api.

#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.
• Caller info or transcript text cannot be selected: Those columns are governed by your data-reuse and consent policy and are not yet released for CSV export. Export with the metadata and redacted summary, which are always included.
• Audio links are not listed: This is expected. The current Portal/API contract does not provide safe recording access URLs, and no signed-link column is produced.
• Transcript download unavailable: The inline download action may be hidden for your role or the call, or the transcript may be missing, outside your current access scope, or temporarily rate-limited.
• PDF or review-history option not visible: No portal surface currently mounts the PDF or review-history download controls.

#Related Pages

• Call Log - Search and filter calls before exporting
• Call Review - Inline review panel behaviour
• Recordings - Recording posture and why playback and download are not exposed
• Troubleshooting - Common errors and resolution steps