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Every call to and from your Hiveku numbers is listed in one place: who it was with, how long it lasted, whether someone answered, and what was said when the call was recorded. This guide opens Northwind’s call log. Phone numbers are hidden in the pictures, and the staff member’s name is shown as Northwind’s demo user.

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Open the call log

Click Communications in the left rail, then the Calls tab. The cards at the top count every call: how many were answered, how many were missed, how many your AI handled, the total talk time and how many were recorded. Below them, narrow the list with the search box (a number, a contact or words from a summary), the All, Inbound, Outbound, Missed, Answered and AI handled buttons, or the two dates. Export CSV downloads the calls that match.
Call log: Every inbound and outbound call, with AI summary, transcript and recording playback. Cards: Calls 75, Answered 41%, Missed 44, AI handled 3, Talk time 6h 3m, Recorded 36. The filter buttons All, Inbound, Outbound, Missed, Answered and AI handled, outlined. The list, with the Summary column outlined: three website visitor calls, AI handled, Website call, no recording, from Website chat: Talk live; then two abandoned calls, Not answered

Northwind's call log

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Read the Summary column

A recorded call gets an AI summary of what was said, usually within a minute or two of the call ending. When a call has none, the Summary column says why:

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Open a call

Click any row. The panel on the right shows who the call was with, the direction, the outcome and the length, with Call back and Text for a phone caller and a CRM link when the caller is one of your contacts. The Summary tab shows the AI summary, or the reason there isn’t one, and the numbers the call went from and to. A call from your website chat says what happened to it:
Website visitor, Inbound, AI handled, 2:49, 10/23/2026. Summary tab: This call came from the chat on your website (Talk live). Website calls are not recorded, so there is no summary here. What was said is in the visitor's chat in Helpdesk, outlined. From Website visitor, To Your website chat

A call from the website chat

For a website call, read the conversation in the visitor’s chat in Helpdesk.

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Play or download a recording

When a call was recorded, open its Recording tab. Play it in the page, or click Download MP3 to keep a copy.
Jamie Holloway, CRM, the phone number hidden, Outbound, Answered, 1:57, 5/3/2026, with Call back and Text. The Recording tab, outlined, with the audio player, 0:00 of 1:57, outlined, and Download MP3, outlined

A recorded call

Once a recorded call has been transcribed, a Transcript tab appears after Summary with everything that was said, word for word.

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Good to know

  • Recording is a setting. It is switched on or off for your whole phone system, and each number can follow that or have recording on or off for itself, in the number’s settings. A call that wasn’t recorded has no recording, summary or transcript.
  • Calls your AI receptionist took show AI handled. See Let the AI Receptionist Answer Your Phone.
  • Patterns over time, such as your busiest hours and where calls come from: See When Calls Come In and Who Answers Them.