Using Conversation History

Let's dive into the details.

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:

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

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:

1. Select the User or Groups filter

2. Search for the desired user(s) and group lines 

   1. To add another users or group, select Add another user or Add another group .
      

3. 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:

1. Select a Past 30 days

2. Select a date range

   1. Select from pre-set date ranges

   2. Select a custom date range 
      

3. 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:

1. All conversations: Displays all conversation type and set as the default option.

2. Only calls: Displays only calls.

3. Only meetings: Displays only Dialpad Meeting interactions.

4. Only digital: Displays only Digital interactions, and IVR workflows.

1. Select Conversation type
   

2. Choose the type of conversation you want to see

3. Select Apply

Call participant filter 

Admins can filter by call participants to view data for specific users.

To filter by call participants:

1. Select Call participant

2. Enter the name, email address, or phone number of the agent

3. Select Apply

Note

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

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.

1. Select Keyword

2. Enter up to five keywords (separated by commas) 

3. Choose who mentioned the keyword (agent, customer, or both)

4. 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:

1. Select Moment

2. Choose the Custom Moment, or enter a Custom Moment’s name in the search bar

3. Select who mentioned the Custom Moment  

4. 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.

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

To filter by duration:

1. Select Duration

2. Slide the toggle to the desired call duration

3. 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:

1. Select Disposition

2. Check the boxes beside the disposition, or type it in the search bar

3. 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":

1. Select Hour of Day

2. Slide the toggle to the desired time range

3. 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:

1. Select Internal and External

2. Select your preference 

3. 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:

CSAT filter

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

To filter by CSAT:

1. Select CSAT

2. Slide the toggle to the desired score range (within the 1 - 5 rating)

3. Select the type ratings to display

   •  Customer ratings

   •  Ai predictions

4. Select Apply 

Note

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

Call purpose filter

Use the call purpose filter to easily find calls based on their Call Purpose Category.

To filter by Call Purpose Category:

1. Select Call purpose

2. Select the desired Call Purpose Category

   

3. 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.

1.  Select Playbooks

2.  Select desired playbook(s), or type them in the search bar
   

   

3.  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:

1. Select Channel

2. Select a channel(s)
   

3. Select Apply

Account filter

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

1. Select Account

2. Select desired account(s)
   

   

3. 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:

1. Select Ai Agent / IVR

2. Select desired Ai Agent or IVR workflow
   

   

3. Select Apply

Saved search filters

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

To save a search:

1. Navigate to Conversation History

2. Select your desired filters
   

3. Select Save this Search                     

4. Name the search

5. Enter a description

6. 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:

1. Select the search from My Searches

2. 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:

1. Navigate to My Searches

2. Select the Plus (+) icon

3. Select the Office(s)

4. Select which data you want to see (choose as many users or shared lines as you want)

5. Select the template type

6. Select Apply Template

7. 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.