Interactions

The Interactions page provides a global, chronological view of all contact events across your organization.

Filtering

Use the filters at the top to narrow down interactions:

• Channel — WhatsApp, voice, email, or SMS.
• Result — Scheduled, sent, delivered, responded, no response, failed, retryable, escalated, completed.
• Agent — AI agent or human operator.

Interaction Details

Each interaction record shows:

• Timestamp — When the interaction occurred.
• Account reference — Which account it belongs to.
• Channel — Communication channel used.
• Action type — What kind of contact was made (reminder, notice, follow-up, etc.).
• Result — The outcome of the interaction.
• Summary — AI-generated summary of the conversation or message.

Voice call details

Voice interactions include a structured Call Details panel in the detail drawer:

• Duration — Call length formatted as minutes and seconds.
• Contact result — Whether the right person was reached (right party, no answer, wrong number, voicemail, etc.).
• Call disposition — The detailed conversation outcome (e.g., promise to pay, callback scheduled, refusal, hardship, disputes debt).
• Sentiment — AI-assessed sentiment (positive, neutral, negative, hostile) with a color-coded badge.
• Willingness to pay — Score from 1 to 5 shown as a visual indicator.
• Cooperation level — Score from 1 to 5 shown as a visual indicator.
• Identity verified — Whether the agent confirmed the debtor's identity.
• Call cost — ElevenLabs call cost.
• Call termination — Whether the call ended normally, was dropped, or failed.
• Actions during call — Tools the agent used (e.g., "Registered payment promise", "Scheduled callback", "Sent debt summary"), shown as a human-readable list.
• Transcript — Full conversation transcript displayed as chat bubbles.
• Phone used — Which phone number was called (primary or alternate).

Timeline sentiment indicators

When viewing an account's interaction timeline (in the Portfolio detail drawer), each voice interaction displays compact inline indicators:

• Sentiment dot — a color-coded circle (green = positive, yellow = neutral, red = negative, dark red = hostile) showing the AI-assessed sentiment of the call.
• Willingness badge — a compact W:n/5 badge showing the debtor's willingness to pay as assessed by the AI during the call.

These indicators let you assess the debtor's trajectory at a glance without opening each interaction individually.

Recovering missing transcripts

If post-call data was not received (e.g., due to a webhook failure), the drawer shows a warning banner with a Fetch transcript button. Clicking it retrieves the transcript and analysis directly from ElevenLabs. If the strategy step was stuck waiting for the call result, it is automatically unblocked.

Even when a transcript already exists, a subtle refresh icon in the transcript section header lets you re-sync the data from ElevenLabs.

Written validation requests

When a debtor requests written documentation or proof of the debt during a call, the AI agent uses the send_debt_summary tool to send a summary via WhatsApp or email (based on the debtor's preference). The summary includes the account reference, outstanding balance, due date, payment link, and — when available — a line-by-line debt breakdown. This appears as "Sent debt summary" in the actions list and creates a linked cross-channel interaction.

Cross-channel links

When the agent sends a debt summary via WhatsApp or email during a voice call, the resulting interaction is linked back to the original call. This makes it easy to trace which actions were triggered by each conversation.

Use Cases

• Compliance auditing — Verify that all contacts followed the configured rules (frequency, hours, opt-out).
• Performance analysis — See which channels and action types get the best response rates.
• Debtor history — Track the full communication history before taking manual action.
• Cross-channel follow-up — See which calls triggered follow-up messages on other channels.

TIP

For account-specific interaction history, use the account detail drawer in Portfolio instead. The Interactions page is best for organization-wide analysis.