Recordings and transcripts

Access call recordings, transcripts, and metadata for compliance, QA, and performance analysis.

Choose the method that fits your scale – Studio for manual review, the API for programmatic access, or S3 sync for bulk storage. Use call data to access recordings, transcripts, and conversation metadata for compliance, QA, and performance analysis.

For API-based data export, handoff state management, and S3 sync setup, expand API and export in the sidebar. These guides require technical implementation. You can also find call data content in the Developer tab.

Methods

Handoff states

Manage real-time state sharing for conversation handoffs between automated systems and live agents.

List conversations

Retrieve filtered lists of conversation transcripts with metadata and identifiers through the Conversations API.

Studio transcripts

Access conversation transcripts and recordings directly in Agent Studio.

AWS S3 integration

Sync transcripts and recordings to your own AWS S3 bucket for long-term storage.

Use case table

Tool	Purpose	Provides audio?	Provides text (transcripts)?	Best use cases
Handoff States	Monitor and trigger real-time state transitions for handoffs between automated and live agents.	No	No	Passing context during handoffs. Not for audio or transcript retrieval, but critical for conversation flow.
List Conversations	Retrieve filtered lists of conversations with metadata and transcript IDs.	No	Yes	Ideal for monitoring, reporting, or linking transcripts to external systems for further analysis.
Transcripts	Access and review conversation transcripts and recordings directly in the PolyAI UI.	Yes (No download)	Yes	Quick manual review for quality assurance, compliance, and performance analysis. Not suitable for bulk handling.
AWS S3 Integration	Sync recordings and metadata to your AWS S3 environment for storage and analysis.	Yes (Downloadable)	Yes	Large-scale or long-term storage, especially for compliance-heavy industries requiring both audio and transcripts.

• Audio only: Use transcripts for quick access or a customized AWS S3 integration with downloadable audio files.
• Text only: Use list conversations to retrieve transcript IDs and link them to conversation data. Studio transcripts also provides manual access to text.