# Search call recordings and transcripts for follow-up

Call history can turn customer conversations into operational knowledge when recording and transcription are enabled for the organization.

Use transcript search to find calls that mentioned a service, competitor, pricing question, complaint, or other business topic. Open the full transcript or recording before relying on an excerpt, especially when tone, qualification, or exact wording matters.

Employees can help:

- Summarize why the customer called.
- Identify a lead, support issue, or escalation.
- Extract promised follow-up without inventing commitments.
- Draft a reply for an authorized person to review.
- Compare recurring questions across multiple calls.
- Turn approved insights into updated workspace knowledge.

Restrict call data to people and employees with a legitimate business need. Follow recording-consent, retention, and deletion requirements that apply to the business and caller location.