--- title: "Digital Call History" slug: "digital-conversation-history" tags: ["call history", "Dialpad Digital Engagement", "ivr workflows", "Working as a Call Center Agent"] updated: 2025-03-17T20:18:14Z published: 2025-03-17T20:18:14Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Digital Conversation History Digital Conversation History provides insight into every minute of your digital interactions and IVR workflows. From the call history menus, you can: - Track a user's experience through an IVR menu. - View conversations per channel type. - Access interaction transcripts. - ... and more! Let's dive into the details. > [!NOTE] > Who can use this > > Digital Conversation History is available to Digital Contact Center users and Dialpad Connect users with IVR Workflows. ## Digital Conversation History permissions What you'll see in your Digital Conversation History depends on your Dialpad permissions. | Role | Visible interactions | Notes | | --- | --- | --- | | Company Admins | Can see all conversations within their company. | They can also access Ai Summaries and automatic recordings from shared lines (Departments, Contact Centers, and Coaching Teams) | | Office Admins | Can see all conversations within their Main Line, Departments, Contact Centers, and Coaching Teams. | They can also access Ai Summaries and automatic recordings from these shared lines. | | Department and Contact Center Admins | Can see all conversations within their respective Departments and Contact Centers. | They can also access Ai Summaries and automatic recordings from these shared lines. | | Coaching Team Coaches | Can see all conversations for their trainees, as well as their Ai Summaries and automatic recordings. | They can also access Ai Summaries and automatic recordings for these calls. | | Individual users | Can see all their own calls. | They can also access Ai Summaries and automatic recordings for these calls. | > [!NOTE] > Note > > Office Admins cannot access call recordings, or Ai Summaries, for calls on personal lines or for calls that were manually recorded by the user. ## Types of Conversation History Dialpad provides Conversation History data on two different types of Dialpad interactions: - Voice Call History: Detailed record of voice calls within the Dialpad app - Digital Session History: Detailed record of digital interactions within the Dialpad app - Digital interactions include IVR Workflows, and Digital Engagement interactions. > [!WARNING] > This article goes over Digital Conversation History > > Learn all about Call History in [this Help Center article.](https://help.dialpad.com/docs/using-call-history) ## Access Digital Conversation History To access your Digital Conversation History, go to your Dialpad Web Portal. 1. Select **Conversation History** 2. Select **Conversation History** 3. Select the **Conversation Type** filter, then select **Only digital** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/all-digital(3).png) > [!NOTE] > Note > > You'll only see the **Only digital** option if your company uses [IVR Workflows](https://help.dialpad.com/docs/ivr-workflows), or has a [Digital Engagement](https://www.dialpad.com/digital-customer-engagement/) Contact Center. > > If you’d like to see a mix of digital and voice interactions, select **All conversations**. Select the arrow beside the agent's name to see each conversation leg. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/expand-digital.png) ## Access conversation summary Digital Conversation History also provides easy access to Dialpad's many Ai features, including the conversation's transcript (as long as [Dialpad Ai](/v1/docs/ai-dialpad-dialpad-ai) was turned on for the call). To access the interaction's Digital Summary, select the **Ai icon** beside the interaction. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ai-convo-history.png) Here, you'll see the complete conversation details, including any interactions with a chatbot before the client connects to an agent. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digital-summary.png) Select **Show internal messages** to see the user's responses and prompts as they interacted with the chatbot. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/show-internal-bot.png) ## Customize Digital Conversation History columns Customize the Digital Conversation History table to display only the columns and information that you need. To customize your dashboard columns: 1. Select **Edit** 2. Select the **eye icon** to view or hide a column 1. The User and Contact Center column cannot be hidden. 3. Select **Apply**![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/edit-digital-history(1).png) ## Digital Conversation History filters Get granular with your Digital Conversation History data by using multi-target filters. Let's go over the available filter types. ### User or Groups Filter To filter your data by specific user(s) or group(s): 1. Select the **User or Groups** filter 2. Choose the desired users and groups ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/digital-users-or-groups.png) You can filter by: - **User interactions:** Displays interactions from that user, both as an individual and as an agent/operator for a group they belong to. - You can filter this further by any group they belong to. - **Group interactions (department, main line, or contact center):** Displays all interactions made by agents on behalf of those groups. - Does not include personal calls from those agents/operators. - **Coaching team calls:** Displays all individual interactions made by the coaching team members, excluding contact center calls. ### Date range filter Filter Digital Conversation History data by a custom date range. 1. Select **Date Range** 2. Choose from a custom date range, or one of Dialpad's pre-sets **![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/date-range.png)** 3. Select **Apply** ### Channel filter Use the channel filter to view interactions that occurred on a specific channel. 1. Select **Channel** 2. Check the boxes beside the desired channel type ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/channel-filter.png) 3. Select**Apply** > [!NOTE] > Note > > If you're looking for IVR Workflow interactions, select the **Voice** channel. ### Duration filter Use the duration filter to choose the length of calls you'd like to view. 1. Select **Duration** 2. Slide the toggle to the desired duration 3. Select **Apply ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/duration-filter.png)** ### Call participant filter Use the call participant filter to find calls with specific people. 1. Select **Call participant** 2. Select the desired people ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/particpant-search.png) 3. Select **Apply** > [!NOTE] > Note > > If a participant is a Dialpad contact, searching by their email or name will show voice and digital sessions. > > If no contact name is associated, searching by their email or number will show only their digital sessions. ## View IVR Workflows in a call Looking to see what options your users selected as they navigated through your IVR Workflow? Read [this Help Center article](https://help.dialpad.com/docs/ivr-workflows#view-ivr-workflows-in-a-call) for full details. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/see-ivr(1).png) ## Save a view Save a search to come back to your customized view at any time. To save a view, head to your **Dialpad Admin Settings.** 1. Select **Conversation History** 2. Apply the desired filters 3. Select **Save this search** 4. Name your view 5. Add a description (optional) 6. Select **Save this search** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/save-wch-search.png) Once created, the saved view will appear in the **My Searches** section of your Conversation History. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/saved-searches.png) ## Frequently asked questions ### Will you be adding more filters? Yes! Stay tuned for more as we continue to enhance Digital Conversation History. ### How far back will this data go? Call records of your company’s entire history are accessible for at least one year. ### Will you be adding saved searches? Yes, absolutely! We'll be fine-tuning Digital Call History over the next few months, and you can expect to see lots of new features. ### **Can I export call history data?** Not from the call history menu, but you can switch to the [analytics menu that includes charting data](/v1/docs/analytics-charting-data) and then export your call logs to obtain call history. You might need to contact [Customer Care](https://dialpad.com/contact-support) to have this functionality added to your account. ## Related - [Using Conversation History](/using-conversation-history.md) - [Workflows](/workflows.md) - [Working as a Digital Contact Center Supervisor](/working-as-a-digital-engagement-supervisor.md) - [Working as a Contact Center Supervisor](/working-as-a-contact-center-supervisor.md)