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)
A one-line summary of what the call was about
An outcome badge (Resolved, Unresolved, Ticket created, etc.)
The call category (WISMO, Returns, Product questions, etc.)
Call duration
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.
Who the caller is
Phone number, or when we recognize the customer from your Shopify store: Name, Email, Phone number, and a link to the customer in Shopify admin.
Just below the phone number or name, a Block caller button 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.
Quick summary
A couple of sentences saying:
Why the customer called
What the agent did
How the issue was resolved
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.
Caller mood
Generated automatically. Options: Neutral, Positive, Negative.
Something off?
Use the Let us know link to flag an issue with this call. We’ll take a look.
Call ID
The unique ID of the call. Useful when sharing a call with us for support.
Other phone calls from this number
A timeline of prior calls from the same number with their outcome badges and one-line summaries. The 3 most recent are shown by default, with a “Show all” button to expand the rest. Click any prior call to load its transcript in the center panel.
Seth-attributed orders
If the caller placed a Shopify order after this call, you’ll see it here with the order amount and how many days passed between the call and the purchase. Learn how attributed revenue works.
Fine-tune Seth from a call: hover any Seth reply in the transcript and click Fine-tune to teach Seth a better wording for next time. Read the full guide.
Spot a call where Seth got something wrong? See How to train Seth for the four ways to fix it (knowledge, rules, fine-tune examples, or knowledge gaps).