Show AI Activity in Preview

Status: Current | Last reviewed: 2026-10-06

Maximize Preview and turn on Show AI Activity in its header to follow the conversation, action calls, and returned results while you test an agent.

The transcript follows when each speaker spoke. A delayed caller caption is inserted before the reply it prompted, and later corrections update that same turn. The phone's Transcript view uses the same ordering.

Open the view

  1. Open an agent and select Preview.
  2. Use the full-screen control to maximize Preview, then turn on the text-only Show AI Activity switch in its header.
  3. Start a call or chat. The transcript shows the caller and agent’s words; Actions and outputs shows Conversation Start/End workflows and tool calls.

Show AI Activity is available in maximized Preview and Recording. Minimizing clears this switch along with Recording, Mock Caller, Telephony, and SMS. Maximizing again starts with every switch off. Run tests appears only in the sidebar. On narrower panels, the activity view appears below the phone or chat. Inside AI Activity, the transcript and actions sit beside each other when there is enough room.

With Mock Caller or Telephony on, AI Activity uses a compact timeline with actions placed between transcript turns according to when they started. Each action begins as a collapsed row showing its name, source, time, and status. Expand the row to see its inputs, result, and workflow steps. This leaves room for three columns on desktop: caller controls at the top of their column, the phone, and AI Activity. The side columns have equal widths, the phone is centered between them, and AI Activity matches the phone's height. The same layout and compact timeline are included in Recording. Controls stay outside the recording.

In Telephony, Genesys calls automatically connect AI Activity to the Genesys conversation when it reaches a TrueServe agent. The provider's published routing determines which agent runs. The panel shows that agent's transcript, tools, and lifecycle workflows; provider IVR and human-agent activity outside TrueServe is not included. Connect and Five9 correlation is not yet available.

Customize labels, timestamps, and action layout

Select the pencil inside Show AI Activity or in the AI Activity panel header. Set Caller label and Agent label, then choose Include seconds or Minutes only under Timestamp precision. Leave either label blank to use its default: Caller or the agent's name.

Enable Show Actions Inline to keep actions between transcript turns at every panel width, including wide panels and recordings. Each action stays expandable for inputs, results, and workflow steps. This setting is off by default; turning it off restores Preview’s automatic layout (including the compact inline view used with Mock Caller and Telephony).

Changes apply immediately to AI Activity, including its appearance in recordings. They are remembered in this browser for your user, tenant, and agent version. These display settings do not change the agent's prompt, spoken name, or saved conversation data. Collapsing Preview turns Show AI Activity off but keeps these preferences.

Record the phone and AI Activity

  1. Expand Preview and enable Recording.
  2. Turn on Show AI Activity to include the phone, transcript, and action results in the recording. Leave it off to record only the phone.
  3. Keep the full recording area visible, select Test & Record in the Recording widget, and choose the current browser tab when prompted.
  4. Expand any results you want visible in the video, then select Stop or end the call.
  5. Select Download MP4 in the Recording widget. The download always uses the .mp4 format.

Status, Record, Stop, and all download buttons live in the Recording widget in the left column. The Preview header stays the same as you change switches. The widget is excluded from the video. Collapsing Preview stops an active recording; maximize and enable Recording again to access a completed recording while the page remains open.

Live microphone caller audio automatically uses Krisp noise cancellation. There is no setting to enable. The AI voice keeps its original audio, and cleanup applies only to the recording. After choosing the tab, wait for Preparing recording... to change to Recording phone preview.... Test & Record starts the call once preparation finishes.

With Mock Caller, both voices use direct generated audio and Krisp is bypassed. Configure the caller before selecting Test & Record. Its settings also offer optional silence trimming for downloads. When enabled, use Download trimmed MP4 for the edit or Download original MP4 to retain all waiting time. The phone video and both voices are trimmed together.

If cleanup cannot start, Preview shows an error so you can retry. If it fails during recording, recording stops and the portion already captured remains available to download. The live call continues.

When conversion is needed, the button shows Preparing MP4… while the server prepares the download. If it fails, the recording stays available so you can retry without recording again. Conversion accepts recordings up to 100 MB. Keep Preview open until the download finishes.

Read the activity

Each action shows its name, a short description when available, and its status: Queued, Running, Completed, Failed, or Cancelled. Timestamps help you compare it with the transcript. Calls to the same tool appear separately, including calls running at the same time.

End conversation shows Ending call after its tool request is accepted. The phone remains connected while the agent says its farewell. After disconnect, the status becomes Call ended and the completed closure appears after the last spoken turn in the inline timeline. Its timestamp shows call end; expand the row to see the earlier End requested time. AI Activity allows five seconds for trailing captions after the call-end event so a late final message can still appear.

Expand View inputs while an action runs. Once it finishes, expand View inputs and result to inspect what was sent and what came back. Results can be text or structured data. In the compact Mock Caller timeline, expanding the action row opens these details directly. An action that finishes without a result says so. If the conversation ends before an ordinary tool result arrives, its status is No result received.

Conversation Start shows the workflow's incoming context and the values returned before the agent begins. Conversation End shows the final context, including available transcript and end parameters, and the workflow's result. The workflow name appears on its card. Workflow actions starts expanded so individual steps and errors are visible immediately; expand each step's inputs and result for its full context. You can collapse the step list.

A workflow that finishes despite a failed step shows Completed with errors and the first step error on the main card. For example, Unexpected called number can mean that Preview's dnis variable is missing or does not match the workflow's expected destination.

End workflows continue updating after hangup while AI Activity stays open. They remain Queued or Running until their recorded result arrives. Opening AI Activity later also loads available workflow history. Workflows without persisted execution history cannot appear in this view.

The system labels identify connected tool sources when their metadata is available. Unrecognized calls use Actions; the view does not guess which external system handled them. Agent-owned actions use their configured descriptions when available.

Scroll up to inspect earlier activity. Follow latest activity returns to the newest entries. If the connection is interrupted, the panel keeps the received activity visible while reconnecting. When a call is starting, AI Activity reconnects automatically as the conversation becomes available. You can leave the panel open while it connects. Routine reconnects do not show a warning or a separate readiness panel. Access failures and persistent workflow-history failures appear in the AI Activity header with Retry; sign in again if your session has expired. If an older open tab still shows Connection interrupted. Reconnecting…, reload the agent page to load the current AI Activity panel.

Keep the preview running

AI Activity is read only. Turning it on or off does not start another call, run a tool, or end your preview. The voice conversation remains available after hangup until you start another call. A new conversation starts a new view.

AI Activity displays the transcript and recorded tool/workflow activity. It does not display private model reasoning. Available detail depends on the events the agent’s runtime publishes.

See also