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Logs

Complete visibility into your voice agent operations

Logs page in the Synthflow dashboard

Synthflow provides a unified logging system that gives you complete visibility into all your agent operations. Open the Logs page in your Synthflow dashboard to access four log types in one centralized place:

  • Call logs: Complete call history with transcripts and metadata
  • Chat logs: Conversation history for chat agents across API, widget, WhatsApp, and SMS
  • API logs: Audit trail of all API requests triggered by your agents
  • Webhook logs: Webhook interactions and delivery status

Call logs

Call details drawer with overview, transcript, and actions

Call logs give you full visibility into every call your agents handle. Beyond the dashboard, you can export call logs to CSV for reporting or consume the same data programmatically through the post-call webhook, which also documents the full list of statuses and end-call reasons.

Select any call to open the call details drawer. The Copy menu in its header copies the Call ID, the Call URL, or the full call data as JSON, ready to paste into a support ticket. The drawer has four tabs:

The Overview tab shows the same outcome data as the post-call webhook, grouped into sections. Hover over End Reason, Disconnect Reason, Voicemail, or Prompt Reuse to see what the field means.

  • Summary: What happened on the call. Only agents with a post-call webhook or an email action get a summary.
  • Call:
    • Status: The call’s current state or outcome, such as Completed, Failed, or No Answer
    • End Reason: Why the conversation ended, such as a goodbye, voicemail, or the maximum duration
    • Disconnect Reason: Which side of the line hung up, as the carrier reports it: Agent hang-up, Human hang-up, or the carrier’s own reason
    • Voicemail: Detected, Not detected, Detected after call (the post-call check caught voicemail the call missed), or Overturned after call (the post-call check found no voicemail where the call flagged one). Hidden when the call did not run voicemail detection.
    • Date, Started, Ended, and Duration
  • Transfer: Each transfer attempt, its outcome, and how far into the call it started. Shown only on calls with a transfer.
  • Voicemail Message: The message the agent left, when it left one.
  • Agent: Name, ID, Version, and Number, the agent’s phone number when the call used one.
  • Contact: Number, Name (or Unknown Contact), and Labels.
  • Technical: Deployment (such as Telephony), Telephony Type (such as Phone, Widget, or Web Call), Prompt Reuse, and Secondary Call ID when the call has one.
  • Agents Used: Every agent that handled the call, shown when more than one did.
  • Raw Data: Node & Stage Timings (time spent in each node and stage) and Original Payload (the payload the call started with), as expandable JSON.

The Duration shown in the call log reflects the total call duration, which includes all phases of the call such as PBX delay, ringing time, and conversation time. The Recording, however, only captures the conversation portion of the call. This means the recording duration will often be shorter than the total duration displayed in the log.

For example, a call with a logged duration of 18 seconds may include a PBX delay (e.g., ~4 seconds), ringing (e.g., ~7 seconds), and actual conversation (e.g., ~7 seconds). In this case, the recording would only be 7 seconds long since it starts when the conversation begins.

Find a call by phone number

The Phone Number filter returns calls whose contact number matches the number you enter exactly. Enter the full number, including the country code. Partial numbers and numbers without a country code return no results.

Live call monitoring

Listen in to a live call from Call logs

While a call is in progress, you can listen in to the live conversation as it happens. Monitoring is silent: neither the agent nor the caller can hear you, so you can observe without affecting the call. Live monitoring is available only while the call’s status is in-progress. Once the call leaves that state, review the recording and transcript from the call details drawer instead.

Open the Logs page, find the call with the in-progress status, and select Listen in to start monitoring.

Chat logs

Chat details drawer with overview, transcript, and actions

Chat logs give you full visibility into every chat conversation your agents handle. Conversations are recorded when end users interact with a chat agent over API, widget, WhatsApp, or SMS, and when you test an agent with chat from the agent editor. You can also consume the same data programmatically through the post-conversation webhook.

Click on any chat log to view detailed information in the chat details drawer, organized into three tabs:

The Overview page shows the chat’s status, timing, and agent-related information:

  • Status: The chat’s current state (e.g. In Progress, Completed)
  • End reason: Why the conversation ended, when applicable (e.g. completed, inactivity_timeout)
  • Date: Date the conversation started
  • Started: Timestamp when the first message was sent
  • Ended: Timestamp when the conversation ended
  • Duration: Total elapsed time
  • Agent: Name of the chat agent that handled the conversation
  • Agent ID: Unique identifier of the agent
  • Agent Version: Version of the agent configuration used

API logs

API logs table with method, status, and call ID columns

API logs track every outbound API request your agents make during calls and chats, including custom actions and other integrations. Each entry links back to the Call logs entry that triggered it.

Click on any API log to inspect the request and response, organized into two tabs:

The Details block shows the agent and call context behind the request:

  • Agent: Name of the agent that triggered the request
  • Agent ID: Unique identifier of the agent
  • Agent Version: Version of the agent configuration used
  • Trace ID: Correlation ID used to connect related logs across services. Share it with support when investigating issues.
  • Call ID: Identifier of the phone call or session that triggered the request. Use it to jump to the matching entry in Call logs.
  • Date: Date the request was made
  • Started: Timestamp when the request was issued
  • Finished: Timestamp when the response was received
  • Time During Call: Time elapsed in the call when the request fired

Webhook logs

Webhook logs table with delivery status and response time

Webhook logs track every webhook delivery to and from your workspace, including inbound webhooks, post-call webhooks, and custom integrations. For payload shapes and setup, see Webhooks. Each entry links back to the Call logs entry that triggered it. Click on any webhook log to inspect the request and response, organized into two tabs:

The Details block shows the agent, call context, and webhook category:

  • Agent: Name of the agent that triggered the webhook
  • Agent ID: Unique identifier of the agent
  • Agent Version: Version of the agent configuration used
  • Trace ID: Correlation ID used to connect related logs across services. Share it with support when investigating issues.
  • Call ID: Identifier of the phone call or session that triggered the webhook. Use it to jump to the matching entry in Call logs.
  • Type: Webhook category (e.g. External, Inbound, Custom Action)
  • Date: Date the webhook was triggered
  • Started: Timestamp when the request was issued
  • Finished: Timestamp when the response was received
  • Duration: Total time the webhook took to complete

Best practices

  • Always filter by date range when querying logs. Large log volumes are slower to load without a time filter.
  • Search by identifier (Call ID, Action ID, Agent name) rather than freeform keywords for faster, more accurate results.
  • Export in chunks by applying filters and date ranges before exporting, and run exports regularly if you need to keep records beyond your plan’s retention window.
  • Review API and webhook logs proactively for failed requests, unusual response times, recurring error patterns, and webhook delivery failures that may indicate endpoint or integration issues.

API access

Call, API, and webhook logs are also available programmatically. See the API reference for the full set of endpoints and parameters. Chat logs are not yet available via the API.

FAQ

From the Logs page, use the Agents filter to scope every log type (calls, chats, API, webhook) to a specific agent.

The Duration field includes PBX delay, ringing, and conversation time, while the recording only captures the conversation portion. A logged duration of 18 seconds can correspond to a 7-second recording if there were 4 seconds of PBX delay and 7 seconds of ringing.

The Phone Number filter only matches the complete number. Enter it with the country code. Partial numbers and numbers without a country code return no results.

Yes. While a call’s status is in-progress, open it from Call logs and select Listen in to monitor the live conversation. Monitoring is silent, so neither the agent nor the caller can hear you. Once the call ends, review the recording and transcript from the call details drawer instead.

Open the call from Call logs, switch to the Actions tab to find the failed step, then jump to API logs using the linked Call ID to inspect the request, response, and retry history.

Retention depends on your plan. Export logs regularly using the Export button (call logs) or the API reference if you need historical records beyond your plan’s retention window.