Workflow Trigger - Transcript Generated
What Is the Transcript Generated Trigger?
The Transcript Generated trigger allows you to automate actions immediately after a call transcript becomes available in your CRM. This trigger activates workflows as soon as transcription is complete, enabling you to use the content of conversations—such as the full transcript, summary, and call metadata—to drive follow-up tasks, update contact records, or trigger personalized communications without manual effort.
If your agent has Voice AI Translation enabled, workflows triggered by this event can access both translated transcripts and translated summaries. Use these to send localized notifications, create culturally relevant follow-ups, or standardize outcomes across your CRM records. If translation is not enabled, the workflow will use the default transcript and summary generated for the call.
Key Benefits of the Transcript Generated Trigger
- Instant Automation: Launch workflows within seconds after a call ends, eliminating delays in response times.
- AI-Enhanced Personalization: Use transcript content with AI-powered actions to tailor next steps based on sentiment, keywords, or customer intent.
- Insight Capture: Automatically log important details—like buying signals or objections—directly into contact profiles.
- Rich Metadata Access: Incorporate call duration, direction, timestamps, location, and user information into your automation logic.
- Broad Call Support: Works with Voice AI, IVR, and standard CRM phone calls.
- Operational Efficiency: Reduce manual administrative work and free your team to focus on high-value engagements.
How to Set Up the Transcript Generated Trigger
Step 1: Create or Edit a Workflow
Go to Automation > Workflows and click + Create Workflow. You can start from scratch or modify an existing workflow.
Step 2: Add the Transcript Generated Trigger
Click Add New Trigger and choose Transcript Generated from the list of available triggers.
Step 3: Enable Transcription
Transcription must be enabled for the trigger to work:
- Voice AI: Enabled by default.
- CRM Phone: Click the link in the trigger configuration to enable transcription in Phone Settings.
- IVR: Click the link in the trigger configuration to enable transcription in IVR Settings.
If transcription isn’t enabled, you’ll see a prompt directing you to the appropriate settings.
Step 4: Apply Filters
Refine when your workflow runs by applying optional filters:
- Call Type: Select Voice AI, IVR, or Normal Calls.
- Call Direction: Filter by inbound or outbound calls.
- Call Duration: Set a minimum duration (e.g., 30 seconds) to exclude brief or incomplete calls.
Step 5: Save and Publish
Click Save Trigger, add your desired actions to the workflow, then toggle the status from Draft to Publish to activate it.
Frequently Asked Questions
Q: What happens if transcription fails or only part of the audio is available?
A: The trigger only fires when a transcript is successfully generated. If transcription fails due to poor audio quality or missing segments, the workflow won’t run. For partially transcribed calls, the workflow will trigger, but missing sections will appear blank in the transcript data.
Q: Can multiple workflows use the same transcript event?
A: Yes. The same transcript event can trigger multiple workflows, provided each has distinct filters or conditions. Be careful to avoid overlapping filters that could result in redundant actions, such as duplicate emails.
Q: How is transcript data stored and secured?
A: Transcripts are stored securely within the CRM and linked to the relevant contact record. Access is controlled by user permissions. Admins can view, delete, or export transcripts. Transcript text is not shared externally unless you intentionally send it via email, webhook, or another workflow action.
Q: Does this trigger work with calls imported from third-party systems?
A: No. The trigger only works for calls recorded and transcribed within the CRM. Calls imported or synced from external systems (like Twilio or custom integrations) do not activate this trigger.
Q: What happens if the same contact has multiple transcripts generated quickly?
A: Each transcript event is processed independently and in chronological order. The CRM queues simultaneous events sequentially to ensure automation actions execute consistently and avoid data conflicts.
Q: Is there a size limit for transcripts in workflow processing?
A: Yes. When storing transcript text in custom fields, there is a limit of 16 KB. For longer conversations, consider using a note field or storing the transcript via webhook or CRM action to prevent truncation. The workflow can still execute based on the full transcript even if it isn’t stored entirely in a custom field.