Review a conversation

In Nuteq, reviewing a conversation means opening one call or message thread to read the transcript, hear the recording, check the outcome, and follow up with the contact. Every voice call, text message, and WhatsApp thread opens the same way, so once you know how to review one, you know how to review them all.

Open a conversation

Go to Conversations in the sidebar and pick the record you want to look at. Calls and messages sit in the same list, and you can search by name or phone number, or filter by channel and by outcome, to find the one you need. Selecting a record opens it transcript first, so the words spoken (or typed) are the first thing you see, with the summary, outcome, and recording alongside them.

A call also shows who the agent spoke to, how long the call lasted, and when it happened. If the call created a lead, a "View lead" link sits right next to the caller's name, so you never have to go looking for it separately.

Read the transcript and hear the recording

Below the summary, the full transcript shows each turn of the conversation in order, labeled by who was speaking. Underneath it, a recording player lets you hear the actual audio. Clicking anywhere in the transcript jumps the recording to that exact moment, so you don't have to scrub through the whole call to hear one part again.

Text and WhatsApp threads work the same way, minus the audio. Every inbound and outbound message shows in order, along with its delivery status, so you can see whether a reply actually reached the customer or is still on its way.

Check the outcome and give feedback

Every conversation carries an outcome badge near the top, such as Resolved, Unresolved, Lead, Appointment, Transferred, Missed, or Voicemail. This tells you at a glance how the conversation ended, without reading the whole transcript. A call that is still being analyzed shows "Analysis pending" until that finishes.

Next to the outcome badge, a thumbs up and thumbs down let you rate how the agent handled the conversation. Thumbs down opens a box where you can describe what should have happened instead, with the option to save that correction to your agent's knowledge base so the same mistake doesn't happen again.

Follow up from the record

Every conversation is linked to a contact in your CRM, so a follow up starts from someone's full history instead of a bare phone number. Open the linked contact to call, text, or leave a note, and you'll see every other conversation, appointment, and lead tied to that same person.

If a conversation needs action, such as a customer who is still waiting on a reply or a booking request that hasn't been confirmed, it also shows up in the Needs attention list under Customers. That list is often the faster way to work through everything that needs a response, without opening each conversation one at a time.