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How to Review Phone Call Transcripts
View every human-to-human phone call in one place — grouped by contact or number, with full transcripts, recording playback, and AI call coaching at https://app.trustpager.com/inbox/phone-calls. Includes how to delete a transcript and recording.
TrustPager automatically captures and transcribes phone calls from your connected calling provider. The Phone Calls inbox gives you a searchable, chronological record of every human-to-human call — grouped by contact or phone number, with full transcripts and AI coaching available on each one.
If you use the TrustPager Notetaker to record video meetings, those live in a separate inbox at https://app.trustpager.com/inbox/meetings. AI voice agent calls (outbound automated calls) live at https://app.trustpager.com/inbox/voice-agents. This article covers the phone calls inbox only.
Before you start
Phone call transcripts are only available when you have a compatible calling provider connected. Go to https://app.trustpager.com/auto/integrations and connect your provider. Once connected, TrustPager will sync your call history automatically.
Reviewing your call history
Go to https://app.trustpager.com/inbox/phone-calls. You will see a table of calls grouped by contact or phone number, sorted by most recent activity. Each row shows:
- Contact name (or phone number if unlinked to a contact)
- Total call count, split by inbound and outbound
- Whether AI coaching has been generated for any call
- Time of the last call
Use the search bar to filter by contact name or phone number. Click the refresh icon to pull in any new calls from your provider.
Browsing calls for a specific contact or number
Click any row in the table. TrustPager takes you to a filtered list showing every individual call for that contact or phone number — each with its duration, direction (inbound or outbound), result (connected, missed, etc.), and whether a transcript is available. Click any call to open the full detail view.
You can also navigate directly using these URL patterns:
- By contact:
https://app.trustpager.com/inbox/phone-calls/contact/<contactId> - By phone number:
https://app.trustpager.com/inbox/phone-calls/phone/<phoneNumber> - Direct transcript:
https://app.trustpager.com/inbox/phone-calls/<transcriptId>
Reading a call transcript
Open any individual call. The detail view shows a stat bar at the top with direction, duration, result, and transcript availability. Below that, the transcript is rendered as a conversation — your team member on the left, the contact on the right — with timestamps next to each turn.
Use the search field inside the transcript card to jump to any word or phrase. Use the Copy button to copy the full transcript to your clipboard.
If a recording is available from your provider, a Play Recording button appears above the transcript. Click it to load and play the audio inline.
Linking a call to a contact
Calls that come in from an unrecognised number are marked as Unlinked. From the call detail view, click the link icon next to the external participant to open the Link to Contact modal. Search for a contact by name or email, select them, and click Link Contact. The call will then appear in that contact's activity history.
AI call coaching
When a transcript is available, the right sidebar shows an AI Coaching card. Click Generate to run coaching for each team member who appears in the call. TrustPager scores each person across categories like Opening & Rapport, Discovery & Needs, Objection Handling, and Closing — and gives an overall score out of 100 along with specific strengths, areas to improve, and a coaching summary.
Coaching scores persist across calls. If a team member has been coached on previous calls, a growth trend (improving, stable, or declining) appears next to their score.
Deleting a Transcript and Recording
You can permanently delete a phone call transcript and its recording from TrustPager. This removes the transcript, its links to contacts and opportunities, and the stored recording file. This cannot be undone.
There are two ways to delete:
- From the Phone Calls list: Go to https://app.trustpager.com/inbox/phone-calls. Navigate to the specific contact or number, then click the three-dot menu (⋮) on the call row you want to remove. Select Delete and confirm in the dialog that appears. You'll see a "Transcript and recording deleted" confirmation once it's done.
- From the Phone Call detail page: Open the individual call detail view and click the Delete button in the top-right corner. Confirm in the dialog that appears.
Who can delete: Only users with the Admin or Editor role can delete transcripts. Viewers do not see the Delete option. If you don't see it, ask your workspace admin to review your permissions at https://app.trustpager.com/settings/permissions.
Deletion is also available via the API (DELETE /transcripts/:id, requires the transcripts:delete scope) and the delete_transcript MCP tool for AI agent workflows.
Troubleshooting
- No calls appearing — Check that your calling provider is connected at https://app.trustpager.com/auto/integrations and click the sync icon on the phone calls page to pull in recent calls.
- Transcript says "None" — Not all calls are recorded or transcribed depending on your provider plan and settings. If the call was recorded, click Retry Transcript Fetch on the call detail page to re-attempt.
- Transcript is missing for a long call — TrustPager transcription handles calls of any length automatically, including very long calls. If a transcript is missing, the most common cause is the call wasn't recorded by your provider, or the recording wasn't available yet when TrustPager synced. Click Retry Transcript Fetch on the call detail page to re-attempt, or check your provider's recording settings at https://app.trustpager.com/auto/integrations.
- Call is unlinked — The phone number was not matched to a contact automatically. Use the link icon on the call detail view to link it manually.
- Phone Calls not visible in sidebar — This section requires the
calls:readpermission scope. Ask your workspace admin to check your role at https://app.trustpager.com/settings/permissions.
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