Voice Call Tracking
If your agency has a voice agent live on a client’s phone number, AgentLane keeps a per-call record of what happened — not what was said.
Voice minutes are tracked, not billed. Usage is recorded so you and your clients have visibility, but nothing about a voice call is charged today — no per-minute rate, no debit from AI credits, nothing sent to Stripe. See Billing & Credits for what is billed.
What is recorded
Each call becomes one record: direction (inbound/outbound), the caller’s number masked to the
last four digits (•••1234), the client’s own number the call came in on, call status, start /
answer / end times, duration, billable minutes, how many AI turns happened, and how the call ended
(completed, transferred, failed, refused).
What is NOT recorded
- No audio. Calls are never recorded as audio and there is nothing to play back.
- No transcript. There is no text log of what was said on the call.
- No full phone number. Only the caller’s last four digits are stored; the rest is discarded before the row is written.
The AI turn count on a call is a number, not content — it tells you the AI exchanged that many turns with the caller, not what either side said.
Where to see it
- Agency view: Dashboard → Voice (
/dashboard/voice), with a per-call detail page. - Client view: Voice (
/client/voice) in the client’s own portal, scoped to that client’s calls only.
Both show the call list, status, duration, and a monthly summary — total calls, connected calls, talk time, billable minutes, and how many calls used an estimated (vs. Twilio-confirmed) duration.
How minutes are measured
A call’s duration comes from whichever source has reported it so far, and Twilio always wins when it’s available:
- Twilio-authoritative — once Twilio’s own call-status callback reports the final call duration, that figure is used and is never overwritten by an estimate.
- Estimated — until then (or if the agency’s Twilio number isn’t configured to send that callback), duration is estimated from when AgentLane’s own systems saw the call start and end.
Billable minutes are the duration rounded up to the next whole minute. Each call’s detail page
shows which source (Twilio or estimated) its duration came from.
Retention
Voice call records are kept for 90 days from when the call started, then deleted automatically. An agency (and, for their own client, a client) can shorten or lengthen this period — ask your agency to change it in the portal’s Compliance settings; the default that applies if no override is set is 90 days.
Aggregated voice-minute usage totals (the numbers behind monthly summaries) are not deleted on this schedule — only the per-call record (masked caller number, end reason, AI turn count) is. The totals carry no caller information.
Billing status today
No voice minute is priced, debited from any credit pool, or sent to Stripe. This is deliberate: pricing voice usage is a separate decision AgentLane hasn’t made yet. If that changes, it will be announced here and reflected on the Pricing page before it takes effect — never retroactively.