Overview
What is Call History?
The Call History page (Nexwin AI Receptionist) lists every inbound phone call that your AI receptionist has answered on your behalf. It is your audit trail for every customer interaction handled by the AI.
Audio recordings
Play back the full audio of any call directly in your browser.
Full transcripts
Read a word-for-word transcript of what was said by both the AI and the caller.
Caller details
Caller phone number, name (when provided), and the timestamp of the call.
The Call List
Reading the call list
Each row in the call list represents a single call. The columns show the key information at a glance.
| Column | Description |
|---|---|
| Date/Time | When the call was received (shown in your local timezone; recent calls show as "Today at …"). |
| Contact | The caller's phone number, plus the customer's name if it is known or was collected. |
| Duration | Total length of the call in minutes and seconds. |
| Outcome | What happened during the call — e.g. Appointment Booked, Message Taken, Transferred, or Ended. |
| Recording | A play button to listen to the call recording, if available. |
Tip Click on any row to open the full call detail panel with the transcript and all captured data.
Search, Filter & Export
Finding the calls you need
The call list is paged on the server, so it loads quickly even with thousands of calls. Search, date filter, and export all work across your entire call history — not just the page on screen.
| Tool | What it does |
|---|---|
| Search | Type in the search box ("Search name, number or summary…") to find calls by caller name, phone number, or call summary. Results update as you type and cover every matching call, not just the current page. |
| Date filter | Pick a Start date and End date, then click Apply to limit the list to that range. The button becomes Clear while a filter is active. The date range also scopes search and export. |
| Pagination | The bar at the bottom shows "Showing X–Y of Z" and lets you move between pages. Use the items-per-page selector (10, 25, or 50) to change how many calls appear per page. |
| Export | Click Export (top-right) to download an Excel file of all calls matching the current search and date filter — every matching record across all pages. |
Call Detail
Viewing a call in detail
Click any call row to expand the detail panel. The panel includes all information the AI captured during the call.
- Caller name and number — as provided by the caller or detected by caller ID.
- Call transcript — the full conversation between the AI and the caller.
- Call summary — a short AI-generated summary of the call purpose and outcome.
- Linked appointment — if the AI booked an appointment during the call, a link to that appointment appears here.
- Audio player — play, pause, and scrub through the recording.
Recordings & Transcripts
Working with recordings
Recordings are generated and hosted by Retell AI (our voice AI provider) and streamed securely into Nexwin. Transcripts are automatically generated from the audio.
Recording availability Recordings are typically available within a few minutes of the call ending. If a recording is missing, the call may have ended too quickly or recording was disabled in your AI configuration.
Legal notice Call recording laws vary by jurisdiction. Ensure your business complies with local requirements for notifying callers that calls may be recorded. In most Australian states, at least one party must consent to the recording.
Call Outcomes
Understanding call outcomes
| Outcome | Description |
|---|---|
| Appointment Booked | The AI successfully collected customer details and created a new appointment in the Calendar. |
| Message Taken | The AI took a message from the caller (name, number, reason) which was recorded in the transcript. |
| Call Transferred | The AI transferred the caller to a human team member based on the configured transfer rules. |
| Appointment Cancelled | An existing appointment was cancelled during the call via the AI's cancellation verification flow. |
| Information Provided | The AI answered a customer query using the configured Knowledge Base and the call ended without a booking. |
| Call Ended | The call ended without a specific outcome (e.g. caller hung up early, or outside business hours). |