How to Enable Call Transcription for Recorded Calls

About Call Transcription

Call transcription is a feature that automatically converts your recorded inbound and outbound phone calls into written text. This tool makes it simple to review conversation details quickly without needing to listen to the entire audio recording. It is a paid add-on service that costs $0.024 per recorded minute, billed in addition to your standard call recording fees.

Benefits of Using Call Transcription

• Save Time: Quickly read through call details instead of listening to the full recording.
• Easy Access: Transcripts are integrated directly into the conversation page for each contact.
• Team Training: Use the written text to help coach team members on call handling techniques.
• Better Record Keeping: Maintain a searchable, written log of important conversations for compliance or reference.

Enabling Call Transcription

To activate the call transcription feature for your account, follow these steps:

1. Go to the Settings area of your sub-account.
2. Click on Phone System.
3. Select the Voice tab, then click on Call Transcription.
4. Check the box labeled Enable Call Transcription to turn on the service.

Please note: This is a paid feature. You will be charged $0.024 per minute for each call that is transcribed, in addition to any call recording fees.

Locating Call Transcripts

After a call has been recorded and transcribed, you can view the text by:

1. Navigating to the Conversations section from your sub-account.
2. Finding the contact whose call you want to review.
3. Clicking the View Transcript option located near the audio playback controls for that specific call.

Frequently Asked Questions

Do I need to have call recording enabled to use transcription?

Yes. Call transcription only works for calls that are being recorded. If call recording is disabled for a phone number, transcription will not occur.

How much does call transcription cost?

The service costs $0.024 per minute for each recorded call that is transcribed.

Will transcription be applied to my old call recordings?

No. Transcription only applies to calls that are recorded after you enable the feature. Existing recordings will not be transcribed retroactively.

Where are the transcripts located?

Transcripts are displayed within the Conversations page, directly beneath the individual call entry alongside the audio player.

Can I turn off call transcription later?

Yes. You can disable the feature at any time by returning to Settings > Phone System > Voice > Call Transcription and unchecking the Enable Call Transcription box.