Introduction: Call logs provide an audit trail for every Voice (IVR) call—successful or not. They help you verify what happened during a call session and troubleshoot issues like failed connections, missing events, or unexpected routing in your IVR flow.
Find call sessions and read what happened
If you just need the essentials, follow this quick path:
- Open Messages, then switch to the Calls view
- Open a specific call session (start with recent failures)
- Read the event timeline (connect, prompts, inputs, forwarding, failures)
- Use common fixes when tabs are missing or events look empty
Call logs are the fastest way to confirm what your IVR provider and flow actually executed during a call.
Step-by-Step Process
Goal: Reach the list of call sessions.
- In your RapidPro.app workspace, open the Messages section.
- In the Messages area, click the Call button/tab to switch from message history to call sessions.
[CAPTURE: Messages screen showing a “Call” button/tab highlighted, with the call sessions list visible.]
Goal: Inspect one specific call.
- In the call sessions list, find the call you want to review.
- Click the call session row to open it.
[CAPTURE: Call sessions list with one row selected/opened.]
Goal: Understand what RapidPro.app attempted during the call.
- Inside the call session details, review the requests/events recorded during the call.
- Look for indicators such as:
- When the call started and ended
- Whether it connected
- Which steps executed (Play Message, menu inputs, recordings, forwarding, etc.)
- Where it failed (No Answer, Busy, Failed, disconnects)
[CAPTURE: Call session detail view showing a list of requests/events during the call.]
Common Issues & Quick Fixes
I can’t find the Call button/tab
Fix:
- Make sure you’re in the Messages section (not Flows).
- Confirm your workspace has Voice (IVR) enabled (a voice-capable channel connected).
I see calls, but the details look empty
Fix:
- Refresh the page and reopen the same call session.
- Check a different call session to confirm it’s not specific to one entry.
- If the call ended instantly, there may be minimal events recorded.
Calls are failing, but I don’t know why
Fix:
- Open a failed call session and review the event sequence (connect attempt, failure outcome).
- Cross-check your setup: voice-enabled number is active, IVR flow is correctly configured, and forwarding targets (if used) are reachable.
The call connected, but the flow didn’t behave as expected
Fix:
- Compare the call log events to your flow design: menu options connected correctly, fallbacks (invalid input / no response) connected, forwarding exits (Answered / No Answer / Busy / Failed) handled.
- Re-test with the IVR simulator, then validate again in Call Logs.