Translate Call Transcripts and Summaries with Voice AI

Your CRM’s Voice AI feature can automatically translate the transcripts and summaries it generates after each call into a language of your choice. This allows teams to overcome language barriers, review conversations more quickly, and collaborate effectively across different regions, all from within the CRM dashboard.

How the Translation Service Works

The Voice AI Translation Service uses machine translation to convert the AI-generated call transcripts and summaries into your selected target language. This happens automatically after a call ends, providing you with a readable version of the conversation in the language that best suits your team or clients.

Benefits of Using Translation

Enabling translation for your Voice AI agents offers several key advantages:

• Improved Team Collaboration: Team members can review call details in a language they understand, regardless of the language spoken during the call.
• Faster Review Process: Translated content is available immediately after a call, eliminating the need for manual translation.
• Streamlined Workflow: Access all translated transcripts and summaries directly in your CRM, without switching to external applications.
• Enhanced Client Relations: Share reports and insights with international clients in their preferred language, building trust and transparency.
• Increased Efficiency: Automating translation saves time, allowing your team to focus on more important tasks.

Agent Language vs. Translation Target Language

It is important to understand the distinction between the agent language and the translation target language.

• Agent Language: This is the language the Voice AI agent speaks and understands during the live phone call.
• Translation Target Language: This is the language into which the written transcript and summary are translated after the call has ended.

For instance, if your agent is configured to handle calls in Spanish, but your support team reviews calls in English, you would set the agent language to Spanish and the translation target language to English.

Enabling Translation for a Voice AI Agent

Translation is configured on a per-agent basis within the Voice AI settings. You must first select the language the agent will use for the conversation, and then choose the language for the post-call translation.

Important: The translation option is only available if the agent language is set to a language other than English or to Multilingual. If the agent language is set to English, the translation toggle will not appear.

To enable translation:

1. Go to AI Agents → Voice AI → Agent List.
2. Click Create Agent to make a new agent, or click the three dots (…) next to an existing agent and select Edit.
3. In the agent settings, locate the Translation section.
4. Toggle on the Target Language option.
5. Select your desired language from the Target Language dropdown menu.
6. Click Save to apply your changes.

Accessing Translated Transcripts and Summaries

Once translation is enabled, the translated summaries and transcripts will appear in the Voice AI call logs after a call is completed, whether it was a test call or a live call.

To view them:

1. Navigate to AI Agents → Voice AI → Dashboard & Logs.
2. You can use filters like Contact Name or Action Taken to find specific calls. Use the toggle to switch between viewing Live and Test calls.
3. From the call log, click Summary to read the translated summary.
4. Click View Transcript to read the full translated transcript.

Frequently Asked Questions

Q: Which languages are supported for translation?
A: The list of available languages is displayed in the target language dropdown menu when you configure an agent.

Q: Do I need to enable translation for each agent?
A: Yes. Translation settings are specific to each Voice AI agent. You must enable it individually for every agent that requires translated outputs.

Q: Can I change the translation language after setup?
A: Yes. You can edit the agent’s settings at any time and select a new target language.

Q: Are both the transcript and the summary translated?
A: Yes. The system translates both the full call transcript and the summary into your chosen language.

Q: Does translation alter the original language record?
A: No. The original, untranslated transcript and summary remain available. The translation is provided as an additional version.

Q: Does translation affect the language used during the call?
A: No. The translation service only affects the written records generated after the call. The live conversation is controlled solely by the agent language setting.