The Call history page helps you see conversation performance, understand customer issues, and quickly check phone calls.
Below is a walkthrough of what each part of the page does and how to use it.
1. Navigation
You’ll find Call history in the left sidebar
Clicking it opens a three-panel layout:
Call list (left)
Transcript & audio (center)
Caller details & analysis (right)
2. Call List (left panel)
This panel displays every call your agent handled.
What you can do here:
Scroll through recent calls
Each entry shows:Phone number (or the caller's name if we can pull it from Shopify)
Result (Resolved, Ticket created, Unclear, etc.)
When the call happened
If the caller is blocked, you'll see a blocked icon as well.
Search calls
Use the search bar at the top to find calls by:Call ID
Phone number
Customer name
Keywords inside transcripts
Note: searching in hundreds of calls usually takes a couple of seconds.
Filter by category
Tabs at the top let you filter calls by:WISMO (Where is my order)
Product questions
Returns and exchanges
Order cancellations and changes
General questions
Technical questions
Other questions
These categories are auto-classified by your Seth
3. Transcript and audio (center panel)
Clicking any call opens its content in the middle panel.
Here’s what you can access:
Recording and pulled caller info
At the top you have the recording, and you can copy the transcript.
You can also see the caller info Seth pulled before the conversation even started, and the previous phone calls with the same caller. Learn more here.
Full transcript
Shows both sides of the conversation, including when Seth goes to the next step in the conversation. This way, you can follow Seth's thinking in a conversation.
You can also see actions he takes (e.g., “Check order status”, “Create support ticket”):
Click on it and you'll see what Seth sent in the API call, and also what he received back:
At the end of the conversation, you can also see what or who ended the call:
Possible endings are: the user hung up, Seth hung up, the call was transferred.
Call audio
You can also hover over a message to reveal the play button, and you can listen the recording from there:
Sources used
View and search the exact knowledge sources Seth used to generate each answer.
4. Caller Details & Summary (Right Panel)
This panel gives you a quick overview of the caller and how the call went.
Information shown:
Who the caller is
Phone number
Or when we recognize the customer, we show: Name, Email, Phone number, Link to the customer in Shopify admin.
Category
The main subject of the call. Same as the categories shown at Seth AI support > Analyze > What customers are calling Seth about
Result
Options: Resolved, Ticket created, Unclear, Unresolved, Call transferred, Directed to help (deprecated)
Caller mood
Generated automatically. Options: Neutral, Positive, Negative
Summary of the call
Couple sentences saying:
Why the customer called
What the agent did
How the issue was resolved
Info hidden behind 'See more':
US state. Taken from the caller's phone number.
Call cost
End-to-end latency
Call ID
Block caller button: This lets you block spam or abusive callers with one click. You can find a list of blocked callers at Seth AI support > Settings > Seth's blocked callers
Agent handling info
Which AI voice/agent handled the call. Click to open the agent.Recent inbound conversations
See the 5 most recent calls from the same number for context.