The Recordings workspace in Sync gives you one place to review your recorded calls. With net2phone AI enabled, you can generate and review call transcriptions, summaries, sentiment insights, and follow-up content directly from an eligible recording.
Call recording and net2phone AI availability
Call Recording must be enabled to access recorded calls. AI-generated transcriptions, summaries, sentiment insights, and follow-up content require the additional paid net2phone AI feature. If you do not see Recordings or the AI options described in this article, contact your Administrator or net2phone Canada representative to confirm your organization's available features.
Administrators can learn how to Enable Call Recording for Team Members.
Access your call and Huddle recordings
If enabled, you can access call recordings from the Activity tab within the left navigation pane.
- Log in to the desktop or browser Sync app using your net2phone Canada credentials.
- Open Activity.
- Select Recordings from the Activity pane.
- Select the Calls tab.
The Calls table displays information about each recorded interaction, including the caller, callee, call type, date, time, and duration.
Administrators can access Company call history and recordings
Admin users can switch between Mine and Company to view either their personal recordings or company-wide call history and recording details.
Understand the Recordings workspace
Use the controls in the Recordings workspace to find and review the call information you need:
Personal (Mine) and Company recordings
All users can access their own recordings. Admin users can also access Company recordings. Depending on your permissions, switch between Mine and Company to choose which recordings you want to review.
Calls and Huddle recordings
Switch between recorded phone calls and recorded Huddle meetings.
Play icon
Select the Play icon to open listening controls from the main list of call recordings.
Grey AI icon
Indicates that AI transcription and insights have not yet been generated for the recording.
Blue AI icon
Indicates that AI-generated transcription and insights are available for the recording.
More options (...)
Access additional actions for the recording. Before AI transcription and insights are generated, you can select Generate or Download. Once AI information is available, Details replaces Generate and allows you to open the generated content.
Generate AI transcription and insights
If AI transcription and insights have not yet been generated for a recording, the AI icon appears grey.
- Locate the recording you want to analyze.
- Select the More options (...) icon beside the recording.
- Click Generate.
Once the AI-generated information is available, the AI icon appears blue. Select More options (...) and click Details to review the generated transcription and insights.
Review AI recording details
AI recording details organize the generated information into four tabs: Transcription, Summary, Insights, and Follow-Up Email. You can also play the original call recording while reviewing its AI-generated content.
Transcription and Summary
Selecting Details opens the recording details and displays the Summary tab by default. The Summary provides an AI-generated overview of the conversation, allowing you to review the main points of the call without reading the complete transcript.
Select the Transcription tab to view the full conversation as text, separated by speaker and timestamp. Use the timestamps to follow the conversation alongside the original recording.
Call analysis: Sentiment insights
The Insights tab uses AI sentiment analysis to provide additional context about the conversation. It displays an overall assessment of the call along with sentiment information for each participant.
Depending on the conversation, sentiment information can include:
- Beginning Sentiment — the detected sentiment near the start of the conversation.
- Ending Sentiment — the detected sentiment near the end of the conversation.
- Overall Sentiment — the overall sentiment detected throughout the interaction.
Follow-Up Email
The Follow-Up Email tab provides an AI-generated follow-up message based on the conversation. Select Copy Follow-Up Email to copy the generated text, then paste it into your preferred email application.
