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History is the single record of every conversation your workspace has — phone calls, web widget voice and chat, WhatsApp text and voice, email, and every connected messaging channel — sorted by most recent activity. A conversation appears here the moment it starts, not just after it ends.
A call that is still running shows a Listen live button in its row when your plan includes Live monitoring. See Live monitoring & supervisor for listening in, whispering, barging in, or taking over.

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The list

Each row shows the contact, the assistant that handled it, type, direction, status, duration, date, a short summary, and the contact’s tags. Reply threads — every inbound and outbound turn on the same email thread or messaging conversation — are grouped into one row, so a back-and-forth reads like a single conversation instead of one row per message.

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Filtering

Narrow the list by any combination of:
  • Type — Call, Avatar (web voice with a virtual avatar), Live chat (widget text chat), WhatsApp voice, WhatsApp, Email, or a specific messaging platform (Telegram, Slack, Messenger, Teams, Discord, Google Chat, X, plus any Beta connectors your workspace has enabled).
  • Direction — inbound, outbound, or web.
  • Status — queued, in progress, completed, failed, no answer, busy, or skipped.
  • Assistant or Campaign.
  • Tags — show only conversations whose contact carries a given tag. Opening History from an Audience contact narrows the list to that one contact.
  • Search — matches phone numbers and call summaries, the contact name or handle on messaging channels, and email addresses, subjects, and message bodies.
Filters combine, and the list paginates underneath them. A date range isn’t a filter in the app — use from and to on the API when you need one.

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Conversation detail

Open a row for the full picture:
  • Recording and transcript (calls) — play the recording in the built-in player or download the audio file. The transcript follows the playback, and selecting a line jumps the audio to that moment. After a call you can request an Enhanced transcript re-generated from the recording and switch between it and the live one.
  • Input variables — values passed into the conversation before it started (pre-chat form answers, campaign lead data, API-supplied variables).
  • Analysis — sentiment, the success verdict with its reason, any structured fields your assistant’s post-call analysis is configured to extract, and the per-call AI QA scorecard (score, pass or fail, and the criteria behind it) when your assistant has scorecards enabled.
  • Webhook & Automation — delivery status for any outbound webhook tied to the conversation, with the HTTP response.
  • Usage & cost for that conversation.

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Actions

Select one or more rows — or act on the open conversation directly — to:
Re-evaluate and Re-transcribe consume credits — the button shows the cost before you run it. Re-evaluate bills at the workspace’s History re-evaluate rate per run and Re-transcribe at its Re-transcribe rate per recorded minute; current rates are on the Usage page. Re-transcribe appears only for calls that have a recording and haven’t been re-transcribed yet.
Messaging conversations add a few controls of their own. You can reply by hand from the conversation; Stop AI and Resume AI decide whether the assistant keeps answering — stop it to take over yourself, resume it to hand the conversation back; and End conversation closes it out. On WhatsApp there’s one extra step: replying by hand to a conversation that already ended prompts you to either keep it completed or Resume AI, which reopens it for auto-replies and restarts the inactivity timer. That’s only possible while Meta’s 24-hour service window is still open, and resuming does not extend that window.

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Exporting

The Export button downloads the current filtered page as a CSV (contact, assistant, type, direction, status, duration, date, and summary). Apply filters first to scope what’s included, then export — each page of results exports separately.
Need a complete export rather than one page at a time? An MCP client that supports long-running tasks can call export_history_task to build a durable CSV of your full filtered history and return a short-lived download link.

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Activity notifications

Each assistant carries its own notification matrix, configured from Assistant → Settings → Automations → Notifications, that controls whether workspace owners and admins get an email when new activity lands in History for that assistant. The matrix has one row per channel — Calls, Avatar, Live chat, WhatsApp voice, WhatsApp, Telegram, Slack, Messenger, Teams, Discord, Google Chat, X, and Email — and a checkbox turns email on or off per channel, independently for each assistant. Every channel starts switched on, so this is a list to opt out of rather than into. The same per-channel switch also governs the device alerts a member can turn on for their own browser or installed app under Browser notifications.
The matrix also shows an SMS column, but it isn’t active yet — every checkbox in that column is disabled.
  • Email history covers the email-specific reading view (reply states, sender/recipient/subject, attachments) in more depth.
  • Live monitoring & supervisor covers listening in on and intervening in a call while it’s still happening.

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API and MCP

  • REST: GET /api/v1/history (calls:read) — filter with type, direction, status, assistant_id, campaign_id, lead_id, tags, search, from, to, limit, offset.
  • REST: GET /api/v1/history/emails/{id} reads one email thread’s full detail.
  • REST: POST /api/v1/history/actions runs the actions above — reanalyze, retranscribe, resend_webhook, resume_ai, blacklist_add, blacklist_remove — on up to 50 records at a time, addressed by kind (call, messaging, or email). retranscribe is the exception: it takes exactly one call id per request.
  • REST: GET /api/v1/calls, GET /api/v1/calls/{id}, and GET /api/v1/calls/{id}/recording cover the call-specific view, including the recording file, for type: call rows.
  • MCP: list_history, get_email_history_item, run_history_actions, plus list_calls / get_call for the call-specific view.