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When somebody asks “what did you say to my customer?”, this is the page you need. The Contacts tab holds a per contact journey: every step that ran, what happened on it, and the actual conversation. It is also the fastest way to diagnose a campaign that is running but not working.

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Before you start

  • A campaign that has placed at least a few calls. See Start a calling campaign.
  • One minute per contact you want to look at.

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Steps

1

Open the Contacts tab

Open the campaign and go to Contacts. You get every enrolled contact with their status and where they are in the sequence.
2

Narrow the list

Filter by step to see everybody sitting at the same point, and sort by last touch to bring the most recently contacted to the top. Filtering by step is how you find a stall: if forty contacts are all parked on step two, step two is the problem.
3

Open one contact's journey

Click a contact. Their journey shows each step in order, when it ran, and what came of it: answered, voicemail, could not be connected, message delivered, message failed.
4

Open the conversation

From a call in the journey, open the conversation to read the transcript and play the recording. This is the ground truth. Everything else on the page is a summary of it.

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You will know it worked when

You can pick any contact and say, without guessing, what your agent said to them, when, and what happened next.

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Reading a journey

A journey answers four questions in order:
  1. Did the step run? If a step never ran, the problem is timing, pacing, or a condition that was never met, not the content of the step.
  2. What was the outcome? Reached a person, went to voicemail, or could not be connected. This decides which branch of your sequence they took.
  3. What was actually said? Open the transcript. Agents fail in ways that only show up in the words.
  4. Why did they stop? A contact who is Exited stopped for a reason, and the journey shows which step it happened on.

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Diagnosing common patterns

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What else you can do here

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If it did not work

A contact shows no steps at all. They are Pending and nothing has come due, or they were enrolled after the campaign was paused. A step shows as run but there is no conversation. Calls that were never answered have an outcome but little transcript. Voicemails have a recording only if your agent left a message. See Voicemail. The recording is missing. Recording is off for the agent that made the call, or the call has passed its retention period. See Recordings, transcripts and retention. The transcript does not match what the summary says. Trust the transcript. Tell support if you find a real mismatch. You cannot find the contact. Filter by step rather than scrolling, and check they were enrolled at all rather than only existing in your contacts list.

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FAQ

Open the campaign, go to Contacts, click the contact, then open the conversation from the call in their journey. You get the full transcript and the recording where recording is on.
That step’s condition is never matching, or its delay is longer than you think. Filter the contacts list by step to confirm they are all at the same place, then check the step’s trigger. See Choose when each step runs.
Yes. Their journey shows the step it happened on, and the status tells you whether they finished the sequence or were stopped early. See Stop calling a contact.
Sort the contacts list by last touch. Combined with the step filter, that gets you to any specific group in two clicks.
Either recording is switched off on the agent that made the call, or the call is older than the retention period. See Recordings, transcripts and retention.
Call data is available through the API, including everything on the call record. See Post-Call Webhook and Send data to your systems.