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Conversation intelligence is not one output. Start with the artifact your product needs: These products compose, but they do not replace one another. Hear transcribes audio. Recap consumes a completed transcript. Post-call data capture applies an agent-specific schema. Trace evaluates eligible calls against compliance rules.

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Fastest path from a recording to notes

  1. Mint a sandbox key from the Quickstart. Sandbox organizations include Recap scopes and start with Recap enabled.
  2. Submit a timestamped Hear job with a stable call_id, plus channel: true for stereo or diarize: true for mono.
  3. Poll GET /v1/recap/calls/{call_id} until status is complete.
  4. Read transcript for speaker-labelled utterances and record for the summary, actions, next steps, talk ratio, signals, and fields.
Scaffold the complete path:
The Recap guide contains every supported input path: async recording, Hear streaming, existing utterances, packs, webhooks, CRM configuration, retention, and troubleshooting.

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Recap vs post-call data capture

Use Recap when the object should be consistent across calls and agents: summary, action items, next steps, disposition, talk ratio, signals, and pack-defined fields. Use post-call data capture when one Omni agent needs a custom JSON Schema such as order id, appointment date, or follow-up-required. It runs after the call and delivers the result to that agent’s signed webhook. If both are enabled, treat them as separate artifacts. Do not make one webhook consumer guess whether a payload is a Recap record or an agent extraction.

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Recap vs Trace

Recap describes what happened and what should happen next. Trace evaluates whether an eligible call followed configured rules and preserves evidence for review. A call can produce both. Trace does not turn an arbitrary recording into a compliance scorecard merely because Hear transcribed it. Read Trace eligibility and setup before promising compliance coverage for imported or external calls.

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Bring calls from another system

For a recording you already control, submit a Hear job directly. For continuous imports from supported phone systems, use an inbound call integration. Imports still require the relevant Recap or Trace features to be enabled; connecting a phone system does not silently enable paid processing.

Recap API and records

Inputs, packs, webhooks, CRM fields, records, and retention.

Timestamped Hear jobs

Recording submission, speaker labels, subtitles, and job lifecycle.

Post-call data capture

Agent-specific JSON Schema extraction after Omni calls.

Trace compliance

Eligibility, rule packs, scorecards, and exposure.