Using Conversation History

Conversation History provides insights into every minute of your calls and digital interactions.

From the conversation history menus, you can:

View records of all Dialpad calls and digital interactions.
Filter for specific offices or users, as well as dates and times.
View conversations per channel type.
Review call details such as date/time, direction, the initial point of entry, and access call recordings and voicemails (personal calls only).
Access interaction transcripts.
Track a user's experience through an IVR menu.
Track Ai Playbooks and Custom Moments usage.
… and more!

Who can use this
Conversation History is available to all Dialpad Connect, Dialpad Sell, and Dialpad Support users. If you'd like to schedule your call recording report, you'll need to be on a Pro or Enterprise plan.

Conversation History permissions

What you'll find in Conversation History depends on your Dialpad permissions.

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 shared lines.
Department and Contact Center Admins can see all conversations within their 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.
Users can see all their own calls and access personal call recordings — they can also access Ai call summaries for these calls.

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 makes it easy to track your interactions with detailed Conversation History for different types of communication:

Voice Conversation History: A detailed log of all voice calls conducted through the Dialpad app.
Digital Session History: A comprehensive record of digital interactions within the Dialpad app, including:
- IVR Workflows: Interactions with automated menu systems.
- Digital Engagements: Chat, SMS, or other text-based communications.

Note
You'll only see Digital and workflow details if your company uses IVR Workflows, or has a Digital Contact Center.

Access Conversation History

To access your Conversation History, head to your Dialpad Admin Settings and select Conversation History.

Here, you’ll see a list of your Contact Center’s interactions across all channels.

Select any interaction to access the details call/interaction summary, or select the arrow beside the interaction to expand it and see each part of the conversation.

Tip
When looking at a conversation, you can hide or view internal messages. To see internal messages, select Show internal messages.

AI insights

Conversation History also provides an overview of AI insights, such as the conversation's transcript and grade (as long as Dialpad Ai was turned on for the call). To access the call or interaction's Ai Summary, select the Ai icon beside the interaction.

Set default Conversation History view

Save time by setting a default view for your Conversation History page. Next time you visit, your preferred view will load automatically, so you won’t need to reapply filters.

The following options can be set as your default view:

Conversation history.
My conversations.
My coaching group.
My coaching teams.
My searches.

To set a default view, select the pin icon.

After setting the default view, the pin icon will change to yellow.

If you don’t set a default view, Dialpad will automatically display all conversations for the entire Office.

Customize Conversation History columns

Customize the Conversation History table to display only the columns and information that you need.

To customize your Conversation History columns:

Select Edit
Select the eye icon to view or hide a column
1. The User and Contact Center column cannot be hidden.
Select Apply

Conversation History filters

Use multi-target filters to dig deeper into your Conversation History, letting you sort and refine data by multiple criteria, such as interaction type (calls or chats), date range, specific users, departments, and more—all in one view.
Let's go over the filter types.

User or groups filter

The user or groups filter displays interactions by specific users or groups.

User calls: Shows calls from a specific 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.
Groups calls (Department, Main Line, or Contact Center): Shows all calls made by agents on behalf of those groups.
- Does not include personal calls from those agents/operators.
Coaching team calls: Shows all individual calls made by the team members, excluding contact center calls.

To filter by user or group:

Select the User or Groups filter
Search for the desired user(s) and group lines
1. To add another users or group, select Add another user or Add another group .
Select Apply

Notes
Only Departments and Contact Centers can be filtered simultaneously.
The restrictions are as follows:
Multiple Departments, Contact Centers, or Mainline
Multiple Coaching teams
Multiple users (+/-group)
Single Office or Company
For example, you cannot filter for a Department and a Coaching Team at the same time.

Date range filter

Filter your Conversation History data by a custom date range.

To filter by a date range:

Select a Past 30 days
Select a date range
1. Select from pre-set date ranges
2. Select a custom date range
Select Apply

Notes
Dialpad Connect users on a Standard Plan can only filter calls from the past three months.
By default Conversation History shows conversations from the past 30 days.

Conversation type filter

Filter interactions by conversation type.

You can choose to see:

All conversations: Displays all conversation type and set as the default option.
Only calls: Displays only calls.
Only meetings: Displays only Dialpad Meeting interactions.
Only digital: Displays only Digital interactions, and IVR workflows.

Select Conversation type
Choose the type of conversation you want to see
Select Apply

Call participant filter

Admins can filter by call participant(s) to view data for specific users.

To filter by call participants:

Select Call participant
Enter the name, email address, or phone number of the agent
Select Apply

Notes
This filter only applies to calls, and not to Dialpad Meetings.
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.

Keyword filter

Filter calls by specific keywords to easily understand the tone of the call.

You'll need Dialpad Ai enabled to generate results with any call content filter.

Select Keyword
Enter up to five keywords (separated by commas)
Choose who mentioned the keyword (agent, customer, or both)
Select Apply

Notes
If you search for two keywords, it will only return calls with both keywords.
This filter isn’t available if you’ve already applied other filters.

Moments filter

Filter by Custom Moments to easily understand the tone of the call and what was discussed.

You'll need Dialpad Ai enabled to generate results with any call content filter.

To filter by Custom Moment:

Select Moment
Choose the Custom Moment, or enter a Custom Moment’s name in the search bar
Select who mentioned the Custom Moment
Select Apply

Note
This filter isn’t available if you’ve already applied other filters.
If you search for multiple moments, it will only return calls in which all moments were triggered on the same call.

Duration filter

Use the duration filter to choose the length of calls you'd like to view.

To filter by duration:

Select Duration
Slide the toggle to the desired call duration
Select Apply

Disposition filter

Use the Disposition filter to quickly find calls that agents closed with a specific call disposition.

To filter by call disposition:

Select Disposition
Check the boxes beside the disposition, or type it in the search bar
Select Apply

Hour of day filter

Filter calls by the hour(s) of the day that they were created. This is based on the timezone of the current office, not the user.

To filter by hours":

Select Hour of Day
Slide the toggle to the desired time range
Select Apply

Internal/External filter

Use the Internal and External filter to display calls between team members, or customers.

To filter by internal or external user:

Select Internal and External
Select your preference
Select Apply

Note
Deleted calls are not included in internal or external filter.

Call category filter

Use the call category filter to easily separate inbound, outbound, and handled calls, along with their call status types.

Calls are further broken down into the following sub-categories:

Inbound	Outbound	Status
Answered	User initiated Connected Cancelled Outbound parked Outbound unparked Outbound manual transfer	Abandoned
Inbound Parked	System Initiated Callback attempted connected Callback attempted unconnected Callback attempted cancelled	Cancelled
Inbound Unparked	Self	Completed
Transferred In	Self group	Deleted
Message		Inbound (Answered)
Spam		Missed
Unanswered Missed Rejected Abandoned		Outbound (Connected)
Callback Callback requested		Self
Voicemail DTMF voicemail In queue voicemail Transfer voicemail Direct to voicemail Missed call voicemail		Transferred
Transferred out Inbound manual transfer Router transfer Auto transfer DTMF transfer Forward transfer Scripted IVR transfer		Voicemail (Abandoned)

CSAT filter

Use the CSAT filter to get a quick view of your CSAT responses.

To filter by CSAT:

Select CSAT
Slide the toggle to the desired score range (within the 1 - 5 rating)
Select the type ratings to display
- Customer ratings
- Ai predictions
Select Apply

Note
You must have Ai CSAT and Customer Satisfaction Surveys enabled on your Contact Center to use this filter.

Talk time filter

The Talk Time Filter helps you quickly find calls based on the percentage of time the agent spoke during the conversation.

Note
The Talk Time Filter is in an Early Adopter Program. If you’d like to use this filter, please contact your Customer Success Manager.

To filter by talk time:

Select Talk Time
Move the sliders to set the talk time percentage range
Select Apply

Once filtered, you’ll see 4 new columns.

Column Name	Description
Duration Connected	The time it took for the call to reach an agent.
Silent Time	The duration when neither the agent nor the caller spoke.
Agent Listen Time	The time the agent spent listening without speaking.
Agent Talk Time	The time the agent spent speaking.

Call purpose filter

Use the Call Purpose Filter to easily find calls based on their Call Purpose Category.

To filter by Call Purpose Category:

Select Call purpose
Select the desired Call Purpose Category
Select Apply

Note
If the call date is before August 2023, you will not see the Call Purpose filter. However, you can still filter by Call Purpose by using the Moments filter.
If you don’t have access to the call summary but you do have analytics access, you can also filter by Call Purpose; but you won’t be able to access the call itself.

Playbooks filter

Use the Playbooks filter to see which agents are using what Ai Playbook.

Select Playbooks
Select desired playbook(s), or type them in the search bar
Select Apply

Notes
The Ai Playbook filter is only available for calls after Oct 31, 2023.
You'll need Dialpad Ai enabled to generate results.
This filter isn’t available if you’ve already applied other filters.

Channel filter

Use Channel filter to see interactions that occurred on specific digital channel(s).

To filter by channel type:

Select Channel
Select the desired channel(s)
Select Apply

Account filter

Use the Account filter to select the account where the conversation took place (Whatsapp, chatbot, IVR workflows, etc).

Select Account
Select desired account(s)
Select Apply

Ai Agent / IVR filter

Use the Ai Agent / IVR filter to view conversations handled by your Ai Agent or IVR workflows.

To filter by Ai Agent or IVR workflow:

Select Ai Agent / IVR
Select desired Ai Agent(s) or IVR workflow(s)
Select Apply

Saved search filters

Save filters to easily return to specific data sets that you frequently use.

To save a search:

Navigate to Conversation History
Select your desired filters
Select Save this Search
Name the search
Enter a description
Select Save Search

Note
Saved searches are stored in the My Searches section on the Conversation History page.

Saved searches can also be deleted. To delete a saved search:

Select the search from My Searches
Select the Trash icon
Saved search also offers edit and reset options if you decide to make any changes.

Tip
Keep in mind that saved searches in Conversation History do not carry over to the analytics menu.

Search templates

Saved searches are also available in templates, which can be used as-is or customized to quickly create a new saved search.

To use a search template:

Navigate to My Searches
Select the Plus (+) icon
Select the Office(s)
Select which data you want to see (choose as many users or shared lines as you want)
Select the template type
Select Apply Template
Select Save this search

Reading call logs

In the Conversation History, call logs display key details such as the call status, start date and time, duration, disposition (for Contact Centers), and options to access controls like the call recording or call review.

Hover over a user or target to view additional details, such as their name, phone number, and target type.

What is a contact?
Contacts are phone numbers outside of Dialpad who called (or were called) by a user or target within your Dialpad company.
The contact type indicates whether the contact source came from a third-party service (e.g., Google, Microsoft) or your local address book (e.g., from your mobile phone).

Frequently asked questions

Can I search for more than one user or group at the same time?

Yes, you can search for a user within a group. For example, if you're filtering for your Finance Department group, you can also filter specifically for agent Jon Doe within that group.

Can I view IVR workflows in a call?

Yes! Check out this Help Center article to see what callers selected when navigating your IVR workflow.

How far back does Conversation History data go?

Call records of your company’s history are accessible for at least one year.

Can I export Conversation History data?

Not from the Conversation History page, but you can switch to the analytics menu that includes charting data and then export your call logs to obtain call history.

You might need to contact Customer Care to have this functionality added to your account.

Can I delete calls from the Conversation History?

No, but you can delete calls from the app. Go to Inbox, then navigate to the Calls tab and select Option (that's the 3 vertical dots on the far right) then Delete Call.

Once a call is deleted in the app, it'll take 24 hours for the deletion to disappear in your Conversation History.