The Callauditer manual

Getting started

Callauditer audits recorded calls against a rule set — a list of things that must (or must not) happen on the call. You upload a recording, we transcribe it with timestamps, an AI evaluates every rule, and you get a scored report where each finding cites the exact quote and moment in the audio.

Your first audit in four steps

1. Create an account — passwordless: enter your email, click the sign-in link we send you. Your workspace is created automatically.
2. Pick or build a rule set — go to Rule Sets and clone a template (FCA ICOBS, US TCPA, or Generic Sales QA), or start blank.
3. Upload a call — Calls → Upload call, choose the audio file and the rule set to audit against.
4. Read the report — processing takes under two minutes for most calls. Open the call to see the score, per-rule findings, evidence quotes, the synced audio player and the transcript. Download the PDF for your compliance file.

Uploading calls

Calls → Upload call. Drag and drop or browse for an audio file — MP3, WAV, M4A and OGG all work. Limits: 60 minutes per call and 95MB per file. Long recordings compress well: a 60-minute call as a 16kHz mono MP3 is around 28MB.

Agent name and customer ref are optional labels that make calls filterable later — use a consistent agent name if you want to track individual performance.

After upload the call moves through statuses: queued → transcribing → analyzing → done. If something goes wrong it shows error with the reason, and the call is refunded to your monthly quota automatically.

Rule sets

A rule set is your audit checklist — the compliance standard a call is judged against. Each call is audited against exactly one rule set, chosen at upload time. You can keep several (e.g. one per product line or jurisdiction), up to your plan's limit.

Creating a rule set

1. Go to Rule Sets → New rule set.
2. Give it a clear name (e.g. "FCA ICOBS — Home Insurance") and optionally a jurisdiction (UK, US-CA…) so your team knows where it applies.
3. Choose Start from template to clone one of the built-in packs — you get an editable copy; the template itself never changes — or pick Blank to write rules from scratch.
4. Add, edit and reorder rules (▲▼), then Save rule set.

The anatomy of a rule

• Code — a short reference like ICOBS-4.1 or QA-2. Appears in reports and PDFs; use your regulator's numbering where one exists.
• Title — a human-readable name: "Status disclosure", "Cancellation rights".
• What must happen — a description of the obligation, written for humans. This gives the AI (and your reviewers) context.
• Pass criteria — the most important field: exactly what the AI should look for in the transcript to mark the rule as passed. Write it like instructions to a new QA reviewer.
• Severity — critical, major or minor. Severity weights the score, and any critical failure fails the whole call regardless of everything else.

Built-in templates

• FCA ICOBS — Core (UK): status disclosure, demands & needs, price & fees disclosure, cancellation rights, fair treatment.
• US TCPA — Consent basics: identity disclosure, prior express consent, opt-out honoured, recording disclosure.
• Generic Sales QA: greeting, needs discovery, accurate product claims, next steps & close.

Templates are read-only starting points, not legal advice — always adapt them to your scripts, products and regulator before relying on them.

Writing good rules

The AI is only as good as your pass criteria. Four principles:

• Be observable. The AI only sees the transcript. "Agent is polite" is vague; "the agent does not interrupt, use dismissive language, or raise complaints without acknowledgment" is checkable.
• One obligation per rule. Don't bundle "discloses price AND cancellation rights" — split them so each gets its own pass/fail and evidence.
• Say what counts as evidence. Name the phrases or facts that satisfy the rule: "states the total premium including fees and taxes (e.g. IPT) before asking for commitment".
• Handle the not-applicable case. If a rule only applies sometimes, say what to do otherwise: "If the customer never requests no further contact, mark pass."

Remember the AI is deliberately conservative: if the transcript doesn't clearly establish pass or fail, the rule returns unclear instead of guessing, and gets flagged for human review. Tight criteria reduce unclear results.

Testing a rule

Every rule card has a Test rule button. Paste a sample transcript snippet (up to 8,000 characters) and run it — you get an instant pass/fail/unclear verdict with confidence and notes, using the same AI as real audits. Test runs don't count against your call quota.

Good practice: test each new rule with one snippet that should pass, one that should fail, and one borderline case. Adjust the pass criteria until all three behave.

Reports & scoring

Open any processed call to see its report:

• Per-rule results — each rule returns pass, fail or unclear, with a confidence percentage, notes, and quoted transcript evidence. Click any timestamp to jump the audio player to that moment.
• Score (0–100) — severity-weighted: critical rules weigh 3, major 2, minor 1. Unclear results earn half credit so ambiguity is visible.
• Overall result — pass (everything passed), pass with issues (some failures or unclears), or fail. Any critical rule failure forces an overall fail and caps the score at 49, no matter how well the rest went.
• Extras — an executive summary, customer sentiment, key moments, and the full timestamped transcript. Card numbers, national insurance numbers and dates of birth are masked in stored transcripts and quotes.

PDF exports

Every completed call has a Download PDF button — a formatted report with the call metadata, score, executive summary, the full rule table, and evidence for every failed or unclear rule. PDFs are generated on first download and cached. Every report carries the disclaimer that it is an automated QA aid, not legal or regulatory advice.

Auto-import (webhooks)

Skip manual uploads entirely: Settings → Auto-import webhook gives your workspace a secret URL. Point your phone system, call recorder or a Zapier/Make workflow at it and every recording posted there is transcribed and audited automatically, appearing in Calls like any other upload.

• JSON — POST {"audio_url": "https://…/recording.mp3"} with optional agent_name, customer_ref and rule_set_id.
• Multipart — POST the file itself in an audio form field with the same optional fields.
• Rule set — set a default in Settings, or pass rule_set_id per request to audit different lines against different standards.

Requests count against your monthly quota exactly like manual uploads (and refund on failure). The URL contains a secret token — treat it like a password; admins can regenerate it at any time, which immediately revokes the old one.

Team & roles

Team shows your workspace members. Admins can invite teammates by email (an invite link is also shown to share directly), remove members, and manage the organization. Members can upload calls, edit rule sets and read reports; admins additionally manage the team, billing, org settings and rule-set deletion. Seat limits follow your plan. Accepting an invite moves that account into your organization.

Plans & quotas

Pricing is per call, not per seat. Free includes 50 calls/month, 1 team member and 1 custom rule set. Your usage meter lives at the bottom of the sidebar; quotas reset monthly. If processing rejects a call (too long, unreadable), it's refunded automatically. Paid plans (more calls, seats, rule sets and longer retention) are coming soon.

Your data & privacy

• Where it lives — EU-region infrastructure. Audio is processed by our transcription and analysis sub-processors (Groq and Google), then stored privately.
• Retention — audio auto-deletes on your plan's schedule (24 hours on Free); reports and transcripts keep to their own retention clock. Details in Settings.
• Export — Settings → Export all my data downloads a JSON file with your account, organization, rule sets, calls, transcripts and reports.
• Delete — Settings → Delete my account permanently removes your login; if you're the last member it also deletes the entire organization, including stored audio and reports. This cannot be undone.

Troubleshooting

My call shows "error"

The reason is shown on the call page. Common causes: the recording exceeds 60 minutes, the file isn't valid audio, or the rule set has no rules. Errored calls are refunded to your quota — fix the cause and re-upload.

Lots of "unclear" results

Usually a sign of loose pass criteria. Rewrite them to name the specific phrases or facts that count as evidence (see Writing good rules), then use the rule tester to confirm.

The sign-in email didn't arrive

Check spam, then use Resend link on the sign-in page. Links expire after 10 minutes and work once.

Audio player is missing on an old call

Audio is auto-deleted per your plan's retention schedule — the report and transcript remain.