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Call search finds transcribed calls by what was said on them. Type a word or a phrase, and TalkChief lists calls that contain it. It then adds calls that say the same thing in other words. This page is for admins and supervisors.
Call search covers calls transcribed by AI transcription. Admins search the whole company. Supervisors search their own teams. Agents do not have access.

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How matching works

Results come in two groups:
  1. Exact words first. Calls where the words or phrase were said. Matches are highlighted in each line.
  2. Then similar meaning. Calls that say the same thing in other words, marked Similar meaning. For example, a search for “buy” also finds calls where someone said “purchase”.
Meaning-based matching compares what each line means, not only its spelling. It helps you find calls where customers describe the same problem in different ways.

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Search your calls

1

Open Call search

Go to Insights > Call search.
2

Enter what was said

Type a word or an exact phrase, for example cancel my subscription. Use at least 2 characters.
3

Narrow the search

Set From and To dates. The default is the last 30 days. Optionally pick a Team, a Member, and Said by: Anyone, Member, or Customer.
4

Run it

Select Search.
Insights > Call search with 'cancel my subscription' in the search box, From and To dates, Team, Member and Said by filters, and the Search button

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Read the results

Each result shows the call date and time, the call type, the member, and the team. Under it, up to three matching lines show who said them and when.
  • Highlighted text marks the exact words you searched for.
  • +N more matches in this call means the call has more matching lines.
  • Similar meaning marks calls found by meaning rather than exact words.
  • The count at the top shows how many calls matched. Up to 50 calls are shown.
To open a call, select Open transcript, or select a matching line. The transcript drawer opens and scrolls to that line. See Transcripts and summaries.
Call search results list with exact-word results showing highlighted matches, followed by a result marked Similar meaning, each with an Open transcript button

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Tips for better searches

  • Search a short phrase the customer would say, like refund or speak to a manager.
  • Use Said by > Customer to find what customers asked for, not what your team offered.
  • Narrow the dates or pick a team when a search returns too many calls.

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Troubleshooting

Widen the date range, clear the team and member filters, or try other words. Only transcribed calls are searched.
Your role does not have access. Ask an admin.
They appear only when the exact-word results leave room, and only for calls that are close enough in meaning.

Transcripts and summaries

Read a call and generate a summary.

Escalations

Review calls that need a supervisor.

AI insights

See trends across all analyzed calls.

AI transcription setup

Choose which calls are transcribed.