Three things can exist against a call, and they arrive in that order: the recording, made by your call tracking provider; the transcript, made by Gorilla Dash from the recording; and the AI review, made from the transcript. Each one depends on the one before it, which is worth remembering when something is missing.

Listening to a call

On the Calls screen, select Audio on the call's row. The player opens with the recording, and Download saves the audio file if you need to send it to somebody.

If you see "No audio recording available for this call", the provider did not record it. Recording is set up in the provider's account, not in Gorilla Dash, and some numbers are deliberately left unrecorded — so a call with no recording is usually a configuration decision rather than a fault.

Reading the transcript

Select Transcript on the call's row. Where your organisation is using a transcription model that separates the speakers, the transcript says who said what; where it is not, the conversation runs together as one block of text. Which model you are on is set on the Call Settings screen.

A call that has a recording but no transcript yet shows Generate Transcript. Selecting it transcribes the call there and then, which takes a few moments. Regenerate does the same for a call that already has one, which is what you want after changing the transcription model or adding vocabulary — the existing transcript was made under the old settings and is not redone automatically.

The AI review

Select Review on the call's row to see everything the AI concluded from the transcript. Alongside your own call review questions, it records a fixed set of judgements about the call itself.

You can correct the answers. The review screen is editable and a human correction is kept, which is the right thing to do when the AI has plainly misunderstood a call, because the corrected answer is what your reporting then uses. The New Customer Score is the one exception: it is produced by the AI and shown for reference, and there is no way to type a different one.

Reviewing calls in a batch

The Call Insights Tool works through calls one after another rather than making you open each row. Fetch Calls loads the calls waiting to be looked at for a date range you choose, and Next Call moves you through them, so a manager can sit down and work through a morning's calls in one pass.

Alongside the review, the tool captures a few facts about the caller that only a person listening can reliably tell — whether they were the decision maker, their industry, and similar. These are recorded against the call and improve the picture your reporting is built on.

When something is missing