Enthu provides different download options depending on what you want to download (audio, transcript, insights) and how many calls you’re downloading (single vs bulk).
This article covers all download and export scenarios and explains what to check when something doesn’t work.
Quick answer (TL;DR)
Single call → Download from the call-level screen
Audio recordings can be downloaded only at call level
Bulk downloads are sent via email
Missing downloads are usually due to permissions, processing, or data availability
1. Downloading call recordings (Audio)
Where audio can be downloaded
Call recordings can be downloaded only from the call-level screen.
How to download
Open a specific call
Click the download icon
Select Audio
If you are not able to download call recordings
Possible reasons
You don’t have permission to download recordings
The recording is still processing
Recording is not available from the telephony provider
Browser is blocking downloads
Auto wipe is enabled; recording is no more in the system
What to check
Confirm your role allows audio download
Make sure the call audio is playable
Try a different browser or disable download blockers
If audio is not available at source, it cannot be downloaded from Enthu.
2. Downloading from Call Analysis screen (Bulk download)
This option is used when you want to download data for multiple calls or longer durations.
What you can download
Transcripts
Summaries
Moments with keywords
Gen AI data
How it works
Go to Call Analysis / Calls List
Select a date range
Click Download
Select the required options
(Optional) Add a custom email
Click Download
What happens next
The system processes the request in the background
A download link is sent to your email
Large downloads may take some time
3. Downloading from Call-level screen (Single call)
This option is for quick downloads of one call.
What you can download
Audio recording
Transcript
Summary
Behavior
Download starts immediately
No email is sent
4. Downloading Gen AI insights
What this includes
Insight answers generated by Gen AI
Contextual, non-scored data
How to download
Use the Call Analysis → Download option
Select Gen AI Data
Common confusion
If Gen AI data is missing:
AI processing may not be complete
Gen AI insights may not be enabled for those calls
5. Downloading evaluation reports
How to download
Go to Evaluations
Apply filters (team, agent, evaluation type)
Click Download / Export
You have the option to export in which format.
- Split across Scorecards (Absolute score)
- Split across Scorecards (Percentage score)
- Split across Agents (Absolute score)
- Split across Agents (Percentage score)
6. Downloading bulk data
Bulk downloads are useful for:
Offline analysis
Sharing with external teams
Long-term storage
Important behavior
Bulk downloads are always email-based
Browser downloads are not used for large datasets
7. Export is missing data or columns
Possible reasons
Filters were applied before exporting
Selected fields were not included
Data is outside the selected date range
What to do
Clear filters and retry
Expand date range
Confirm selected download options
Common mistakes to avoid
Expecting audio download from Call Analysis screen
Waiting for email after single-call download
Downloading before AI processing completes
Assuming missing data means data is deleted
When should you contact support?
Contact support if:
Call audio plays but won’t download
Bulk download email never arrives
Exports repeatedly miss expected data
Download options are disabled unexpectedly
Sharing call ID, download type, date range, and role will help resolve faster.