Call Compliance

Call Compliance checks recorded conversations — sales calls, collections calls, support chats — against a checklist you define, and scores each one. It lives inside a dashboard as a Transcript upload panel, so the transcripts, the scores, and the charts about them sit together.

Create a dashboard from the Call Compliance template to get a transcript panel plus compliance KPIs and charts, or add a Transcript upload panel to any dashboard. (The old Conversations page now opens your Call Compliance dashboard.)

Upload transcripts

Click Upload transcripts in the panel. You can bring transcripts in four ways:

• Upload files — .txt, .vtt, .srt, .docx, .pdf, .json, or .md. Uploaded files are also saved to a Transcripts folder in the Library.
• Paste text — write each line as Speaker: text, and separate transcripts with a line of ===.
• CSV — a .csv or .tsv file with one conversation per row, and the dialogue in a column named transcript, conversation, or text.
• Library folder — pick transcripts already in the Library.

Click Preview to check what will be imported, then Import.

Limits: up to 15 MB per file, 200 files and 100 MB per upload, and 1,000 conversations per import. Very long transcripts (over 60,000 characters) are trimmed in the middle before analysis.

Each transcript shows Waiting, Processing, Done, or Failed, then its score and status.

Configure checks

Open the panel's settings. Under Transcripts, choose the Conversations table (or Upload to a new table) and how many rows to Show at most (default 8, up to 50). Under Compliance checks, click Configure checks to open a four-step wizard:

1. Checklist. Start from a checklist — Financial services sales calls, Collections, Healthcare, or Support QA — or build your own. Add a custom check with a name, a severity (Low, Medium, High, or Critical), and What to look for. Up to 25 checks. A failed Critical check counts as a critical breach.
2. Analytics. Pick the Columns to analyze (transcript, agent, channel), add up to 10 custom fields (text, number, or yes/no), and give Context for the reviewer.
3. Test. Test on sample transcripts runs your checks and analytics on up to three transcripts from the table and shows the full result for each. Nothing is saved. Use Run test again after changing a check.
4. Apply. Choose what to run now — Every row now, Rows not analyzed yet, or Do not run now — and Most rows per run (default 500, up to 5,000). Tick Analyze new rows automatically to score new transcripts as they arrive. Click Apply and run.

The compliance report

Click a transcript to open its Compliance report. It shows:

• The overall status (Pass, Fail, or a critical breach), the compliance Score, and a QA score.
• Every check with Pass, Fail, or N/A, its severity, the reason, and a quote from the transcript as evidence. A quote that could not be matched word for word is marked Not found verbatim.
• Insights: sentiment, intent, topics, objections, competitors, next steps, escalation risk, and how much the agent talked, plus your custom fields.