📞 AI voice calling

Call recordings, transcripts and AI summaries: turning calls into data

Updated 2026-09-19 · 4 min read · By the Convo360 team

In short

Every AI voice call on Convo360 is transcribed automatically, and the transcript can trigger post-call actions like an AI summary, a WhatsApp follow-up, a CRM lead entry or a team notification. Recordings and transcripts are searchable later, so a support or sales team can review any past call as text instead of replaying audio, provided the caller was informed as required under Indian telecom rules.

Key takeaways

Every call is transcribed by default, so you get a text record without extra setup.
Post-call actions can push a summary straight into your CRM as a lead, no manual data entry.
Transcripts are searchable, which turns months of calls into something a team can actually query.
Tell callers the call may be recorded or transcribed — a short disclosure line at the start covers this.
Decide a retention period for recordings and transcripts rather than keeping everything indefinitely.

What gets captured on every call

When an AI voice agent handles a call on Convo360, the audio is recorded and a full transcript is generated automatically, with no separate setup needed. This applies to both inbound and outbound calls, regardless of which telephony provider (Exotel, Plivo, Twilio or SIP) is connected.

The transcript captures both sides of the conversation, timestamped, so you can see exactly where a call went well or where the caller got confused.

This is a meaningful shift from how most businesses handle phone calls today, where the only record is whatever the person who answered chose to write down afterwards, if anything at all. A transcript removes that dependency on memory and note-taking, and it exists the moment the call ends, not whenever someone gets around to logging it.

From transcript to structured data

A raw transcript is useful, but the real value is in what happens after the call ends. Convo360 supports post-call actions that fire automatically:

AI summary: a short written summary of what the caller wanted and what was resolved, generated from the transcript.
CRM lead: the caller's details and intent get saved as a lead, so sales doesn't have to listen to the call to know who called and why.
WhatsApp follow-up: a message can go out automatically after the call, for example sending a link or confirmation.
Team notification: alert the right person that a call happened and needs attention.

This turns a phone call, which is normally the least searchable channel a business has, into structured data that behaves like a chat log.

None of these actions require a separate integration or manual setup for each call. You configure the post-call actions once on the agent, and every call it handles from then on follows the same pipeline: transcript, summary, and whichever downstream actions you've turned on.

Setting this up on Convo360

Every call already generates a transcript automatically once a number is connected under Phone Numbers, with nothing to switch on for that part.
In the voice agent's settings, enable the post-call actions you want: AI summary, CRM lead, WhatsApp follow-up, team notification.
For CRM leads, map which fields (name, phone, intent, outcome) get written into the CRM pipeline.
For team notifications, choose who gets alerted, useful for high-value or escalated calls.
Review recent calls under call history, where transcripts and summaries are searchable by keyword.

See the voice docs for how transcription connects to the rest of the call-handling setup.

Searching past calls instead of replaying them

Once you have weeks or months of transcripts, search becomes the real payoff. Instead of scrubbing through audio to find 'that call where someone asked about GST invoices', you search the transcript text and get the relevant calls in seconds.

This is particularly useful for spotting patterns: a spike in calls asking about a specific issue usually shows up in transcript search well before it shows up as a formal complaint trend.

It's also useful for training. If a new team member needs to understand how a common query is usually handled, reading three or four real transcripts teaches them the actual back-and-forth far faster than a written script alone. And when a customer disputes what they were told on a call, the transcript settles the question in seconds rather than turning into a he-said-she-said.

Under Indian telecom norms, callers should be informed that a call may be recorded. A short line at the start of thecall ('this call may be recorded for quality and training purposes') covers this for most business use. Keep this line honest and don't bury it.

Decide a retention window for recordings and transcripts based on your own policy and any sector rules that apply to you (for example, finance or healthcare may have stricter norms). Convo360 doesn't set this for you, so treat it as a decision your business needs to make and document. The AI never asks for or stores OTPs, full card numbers or passwords during a call, which reduces what sensitive data ends up in a transcript in the first place.

If your business operates under sector-specific rules, for example handling patient information in healthcare or financial details in lending, treat call transcripts the same way you would treat any other written record containing that data, including who inside your team is allowed to search or export it.

Who should have access to transcripts

Not everyone on your team needs to read every call transcript. Use staff roles to decide who can search and export transcripts. A support agent may only need tosee their own team's calls, while a finance or analyst role might need broader visibility for reporting, and an admin can see everything.

This matters more as call volume grows. A small team might be comfortable with everyone seeing everything, but once you're running hundreds of calls a week across multiple agents, restricting transcript access to what each role actually needs reduces the chance of sensitive information being seen by someone who didn't need to see it.

Step by step

Connect a phone numberTranscription starts automatically once a number from Plivo, Exotel, Twilio or SIP is connected to a voice agent.
Enable post-call actionsTurn on AI summary, CRM lead, WhatsApp follow-up and team notification in the agent's settings as needed.
Map CRM fieldsChoose which call details (name, intent, outcome) get written into a CRM lead automatically.
Add a recording disclosure lineInclude a short spoken notice at the start of the call that it may be recorded, per Indian telecom norms.
Set your retention policyDecide and document how long recordings and transcripts are kept based on your business and sector needs.

Example conversation

I called last week about a warranty claim, can you check what I was told?

Let me pull that up — I can see the call from last Tuesday. You were told the replacement part ships within 5 working days. Would you like an update on that shipment?

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Frequently asked questions

Does Convo360 automatically transcribe every AI voice call?

Yes. Every inbound and outbound AI voice call is transcribed automatically, regardless of which telephony provider, Exotel, Plivo, Twilio or SIP, is connected, with no extra setup required and no separate transcription service to configure.

Can a call summary be sent to the CRM automatically?

Yes, through post-call actions. You can configure a call to create or update a CRM lead automatically once it ends, with the caller's details and intent already filled in.

Are call recordings searchable later?

Yes. Transcripts are stored as text, so you can search past calls by keyword instead of listening back to audio to find a specific conversation.

Do I need to tell callers a call is being recorded?

Yes, under Indian telecom norms you should disclose that a call may be recorded. A short spoken line at the start of the call is standard practice.

How long should call transcripts be kept?

There's no single rule for every business — decide a retention period based on your own policy and any sector-specific requirements, and document it rather than keeping everything indefinitely.

Does the transcript ever capture sensitive data like OTPs or card numbers?

The AI is designed never to ask for OTPs, full card numbers or passwords during a call, which keeps this kind of sensitive data out of the transcript in the first place.