Core concepts

Projects

A project is a workspace for related calls — one per team, client, or line of business. Categories, analysis templates, and speaker presets are configured per project, so two projects can analyse calls in completely different ways.

Every call belongs to exactly one project, and a key can reach every project in its organization. Calls can't be moved between projects over the API.

Calls

A call is one uploaded recording plus everything derived from it:

• Transcript — segments with timings and speaker attribution
• Summary — a short synopsis, with overall sentiment
• Category — one of the project's categories, chosen by the classifier
• Action items — follow-up tasks extracted from the conversation
• Template analysis — answers to the questions your active template asks

Transcription always runs. Everything after it depends on your project's configuration and is best-effort: fields can be absent on an otherwise successful call, so read them defensively.

Categories

Categories are your own labels for what a call was about — "billing question", "cancellation", "technical support". The classifier picks one per call.

The description matters: it's what the classifier matches against, so "customer wants to cancel their subscription or asks about cancellation terms" works far better than "cancellation".

You can override the classifier on a specific call with PATCH /calls/{id}/category, and clear a category by sending null.

Analysis templates

A template is a set of questions asked of every call in the project — a QA scorecard, a compliance checklist, a discovery-call framework. One template is active at a time; activating another switches what new calls are analysed against.

Changing or activating a template affects future calls only. Existing calls keep the analysis they were processed with.

Speaker presets

A preset is a reusable channel-to-role mapping (channel 0 = agent, channel 1 = customer), so you don't pass channel_roles on every upload. Set a project default and stereo uploads get roles automatically.

Action items

Action items are follow-ups pulled out of calls, each tied to the call it came from and optionally to a responsible party. They're extracted as part of summarisation, and you can list, update, and delete them over the API — useful for pushing follow-ups into your own ticketing system.

Dashboard

Dashboard endpoints return the same aggregates the app charts: call volume over time, sentiment distribution, category breakdown, action-item counts, and cross-call insights. Read them instead of paging every call to compute your own totals.