A lot gets settled on a phone call, a price, a date, a commitment, and very little gets written down. A week later nobody remembers exactly what was said, and the agent who picks the customer up again hears the whole story from the start. Documenting calls solves this: every call is recorded, transcribed and summarised, and saved where the team already works, on the customer's card.
Why document customer calls
- A shared memory. What was agreed, what was promised and what is still open.
- Continuity. Another agent picks up from the same point, without asking the customer again.
- Training and improvement. Real calls make excellent training material for new team members.
- Resolving misunderstandings. When there's a dispute, the recording and transcript show what was actually said.
- Keeping commitments. "We'll get back to you by Thursday" becomes a task with a date, and doesn't get forgotten.
Recording, transcript and AI summary: what's the difference
| Layer | What it gives you | When it's useful |
|---|---|---|
| Recording | The full call, in audio | When you need to hear exactly what was said, and in what tone |
| Transcript | The whole call as text | When you're looking for a word or a sentence, or would rather read than listen |
| AI summary and analysis | A few lines, the intent, objections and action items | When you need to understand quickly what happened and what comes next |
From the call to the customer card: how it works in Whapiz
Here's what it looks like, step by step, from the moment you dial until the call is documented:
- Call from the conversation. The call button sits in the conversation with the customer, on desktop or in the app. The customer receives a normal phone call from the business number connected to the system.
- The call is recorded and saved. When it ends, the call appears as a card in the conversation timeline and in the customer's call history, with "Listen to recording".
- Transcription. Click "Create transcript", or turn on "Process automatically when a call ends" so every call is transcribed on its own. The language is detected automatically, so transcription works in Hebrew, Arabic, Russian, English and other languages.
- AI analysis. "Analyze call" produces a short summary, the intent (sale, support, complaint or information), the sentiment, objections, action items, and a suggested WhatsApp follow-up message in the customer's language.
- Customer Memory. The AI suggests facts, preferences and commitments from the call, and the agent confirms, edits or dismisses each one. Nothing is saved to memory without approval.
- The agent's wrap-up. At the end of the call the agent picks an outcome (sale, follow-up, support and more), adds notes, and can open a follow-up task.
Find any call: search, call library and export
Admins and supervisors have a control center for calls, Voice Intelligence:
- Calls: a library you can filter by date, agent, outcome and duration, and by calls with a recording, a transcript or an AI analysis. You can export to CSV or Excel.
- Search: word search across transcripts, AI summaries, customer memory and notes.
- Insights: recurring objections and action items, a map of peak hours, and a free-text question to the AI about recent calls.
Putting transcripts and summaries to work every day
- Follow up on WhatsApp. After a sales call, the agent reviews the suggested follow-up message, adjusts it and sends it to the customer on WhatsApp. The customer gets in writing what was agreed on the phone, and it all stays in the same conversation.
- Handovers between agents. An agent taking over a customer reads a summary of a few lines instead of listening to a long call from the start.
- Team training. In Search you find calls where a particular objection came up, such as price or delivery times, and use them as training examples.
- Quality control. In the call library you can filter for calls without an outcome, a transcript or an analysis, and make sure no call is left without a wrap-up.
Tips for good call documentation
- Pick an outcome for every call, even a short one. That keeps filters and reports reliable.
- Write a line or two in the notes, even when there's an AI summary. The agent knows things that weren't said on the call.
- Confirm or dismiss the memory suggestions right after the call, while the details are fresh.
- Review the AI summary before you rely on it for an important decision. It's based on the transcript, and a transcript can get things wrong, such as names or numbers.
A customer asks for the recording? Here's how to hand it over
Sometimes a customer wants to hear again what was said, or asks for a copy of the call. An admin or supervisor opens Voice Intelligence → Calls, finds the call by customer or date, and clicks "Download recording". You get an audio file you can give to the customer.
Two things to do before you hand it over: make sure the person asking really is the customer who took part in the call, since a recording contains personal information, and keep a record of the request and the handover. In some situations and some fields there are rules that require a business to give a customer a copy of a recorded call, or the information held about them. Check which rules apply to your business and what timelines they set.
Before you start recording calls: what to check
Recording calls also has a legal side, and it varies by type of business and field. This article is not legal advice, but these are the questions worth clarifying with a professional:
- Telling the customer. Whether and how you need to inform the customer that the call is recorded. Many businesses open the call with a short sentence such as "This call is recorded for documentation and to improve our service".
- How long to keep it. How long you keep recordings and transcripts, and for what purpose.
- Access. Who on the team needs to hear recordings. In Whapiz, recordings are available only to the business's signed-in users, and the call library, search and download are open only to admins and supervisors.
- Privacy. Your obligations under privacy law, including a person's right to see the information held about them.
How to get started
- Connect your business's telephony account and set up calling on the "Voice" screen, following the calls and recordings guide. You can also reach us at support@whapiz.com.
- Decide whether every call should be transcribed and analysed automatically, or only when needed.
- Agree on a short routine with the team: what to say when the call opens, which outcome to pick, and what to write in the notes.
- After two weeks, check Insights for recurring objections, and update your answers and scripts.
Put every call on the customer card
Open a Whapiz trial account, and go through the calls and recordings guide to set up calling, recording and transcription.
Frequently asked questions
Which languages does call transcription support?
The language is detected automatically on every call, so transcription works in Hebrew, English, Arabic, Russian and other languages.
Who can listen to recordings?
Only the business's signed-in users. The call library, search and recording downloads are open to admins and supervisors.
Do I have to transcribe and analyse every call?
No. You can transcribe and analyse a call with one click, only when you need to, or turn on automatic processing for every call that ends.
Can I export the list of calls to a file?
Yes. From the call library you can export the list of calls, with their details, to CSV or Excel. A single recording is downloaded by clicking "Download recording".