Preserve recordings and transcripts across team call transfers
Jonathan Darby
Workiz should preserve the complete recording and transcript when a customer call is transferred from one team member to another. A transfer made inside the same company should not create a blind spot in the call history simply because the receiving employee answers through another number or device.
Specific example from Lubbock Lock and Key:
- Date/time: Thursday, August 27, 2026, approximately 11:48 AM
- Caller: Don Pittman, (772) 233-1745
- Called: LLK main line, (806) 795-7117
- Initial recipient: Ryan Bliss
- Intended transfer: Amber Daniels in billing
- Workiz Calls shows one answered call lasting 5 minutes 26 seconds.
- The AI transcript captures Don asking for billing, Ryan confirming Don's name and company, and Ryan saying he will transfer the call.
- The transcript ends at Ryan's statement, "Let me forward you over there. Hold on a sec."
- Workiz does not show a linked second call leg, a receiving-user record, or any recording/transcript of the conversation after the transfer.
This creates an operational and accountability gap. We cannot verify whether the transfer connected, what was discussed with billing, what commitments were made, or whether the customer's issue was resolved.
Requested functionality:
- Preserve recording and transcription across transfers between company team members, queues, users, extensions, and approved forwarding destinations.
- Display each transfer as linked call legs under one parent call, with the sending user, receiving user, transfer time, answer status, and complete transcript.
- Where the receiving person answers on an external phone, allow Workiz to bridge the call so recording and transcription can continue under the account's recording settings.
- If recording or transcription must stop when a call leaves the Workiz call flow, show a clear warning before the transfer and mark the call record with exactly where capture ended.
- Make the complete linked history available from the Calls report and the related client, lead, or job timeline.
This request should continue to honor each account's call-recording settings and applicable consent requirements.
Jonathan Darby
Update after additional testing: We located the complete audio recording of this call. It is available by opening the Workiz Dialer, going to Recent Calls, scrolling to the call, and playing it there.
The remaining problem is that the transferred portion of the call is not surfaced or linked properly in the main Calls menu. The Calls record and AI transcript there stop at Ryan's promise to transfer Don, and there is no linked receiving leg identifying Amber or making the post-transfer conversation discoverable from that record.
Accordingly, this request should be understood as a call-record visibility, linkage, and discoverability issue—not a claim that the post-transfer audio was never recorded. Workiz should expose the complete recording and all linked transfer legs consistently in the Calls report and related client, lead, or job history, instead of requiring users to know that the full recording can only be found by scrolling through Dialer > Recent Calls.