Call summaries, transcripts and recordings
You don't have to be there to know what was discussed. For every call Cleo handles she writes a report with transcript, summary and outcome — and if you enable recordings, you can listen back too.
Where to find it:
Settings → Phone → Call history. Every call has its own detail page.What's captured per call
Transcript — The whole conversation written out, including what Cleo did along the way: a Library lookup, a calendar check, a transfer — as lines in the conversation.
Summary and intent — A short summary plus why the person called (question, appointment request, complaint …).
Outcome — What the call produced: answered, booked, message taken, transferred, task proposed …
Captured data — Name, e-mail and intent — plus your own fields from
Data capture (say an address or license plate). This data also flows into the Automation Tables.Audio recording — If recording is on: the call as audio, playable on the detail page.
Turning recordings on or off
Recording settings live per phone line under Voice settings → Call settings → Recording & disclosures:
Record calls — The main switch for audio recordings.
Mention recording in greeting (GDPR) — Cleo mentions on pickup that the call is being recorded — recommended when you use recordings.
Identify as AI assistant (EU AI Act) — Cleo makes clear in the greeting that the caller is talking to an AI assistant.
Keep recordings for … — After the chosen retention period the audio is deleted automatically. Transcripts and summaries are kept.
[ screenshot: Call detail page with audio player, transcript and captured data ]
Watching live
If a call is happening right now, your inbox shows a live banner with the duration. Click it and you read the transcript as the call unfolds — a great way to see how your assistant is doing without picking up yourself.
From call to work
From the call page you handle whatever the call produced: approve or reject a proposed follow-up task, open the callback request in your inbox, or add the missing knowledge when a question went unanswered.
Common problems
A call has no recording
Right after the call the recording may still be processing — refreshing helps. If there's structurally nothing, check that "Record calls" is on for the phone line.
An older recording is gone
The retention period probably passed: audio is then deleted automatically (GDPR). The transcript and summary are still there.
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