What Is Call Transcription?

Call transcription is a paid Voice Intelligence add‑on that converts inbound and outbound call recordings into written text automatically. The service costs $0.024 per recorded minute, billed in addition to your standard call‑recording fee.

Key Benefits of Call Transcription Feature

Automatic Transcriptions: Transcriptions will be automatically generated for all outbound and inbound recorded calls, saving you time and effort.
Enhanced Visibility: Transcriptions will be seamlessly integrated into the conversation page, providing easy access and reference to call content.
Quick Review of Conversations: Read through call content faster without needing to replay the entire recording.
Improved Team Training: Use transcriptions as a resource to coach team members on call handling and communication.
Better Record Keeping: Maintain a written log of conversations for reference, compliance, or documentation.

How to Enable Call Transcription

Navigate to Settings from your sub-account.
Click on Phone System.
Click on Advanced Settings tab and then on Voice Calls.
Click on the Enable Call Transcription box under Voice Intelligence to turn it on.

How to Find the Call Transcriptions

Click on Conversations tab from your sub-account.
Find the Contact that you want the transcription for.
Click on the View Transcript option under the playback control for the particular call.

Frequently Asked Questions

Q: Do I need call recording enabled to use transcription?

Yes. Transcriptions require call recording to be enabled for the phone numbers. If recording is disabled, the call won’t be transcribed.

Q: How much does call transcription cost?

$0.024 per recorded minute, charged on top of standard call‑recording fees.

Q: Will old recordings be transcribed retroactively?

No. Transcription starts only for calls recorded after you enable the feature.

Q: Where can I find the transcriptions?

They’re shown in the Conversations page under each call entry, next to the playback controls.

Q: Can I disable transcription later?

Yes. Return to Settings → Phone Numbers → Advanced Settings → Voice Calls and toggle Enable Call Transcription off.

Call Reporting
Interactive Voice Response (IVR) Guide - Triggers & Actions
Call Connect & Missed Call Text-Back
Workflow Action - Call
Inbound Call Flow for Voice AI calls

Physical VoIP Deskphones (SIP)
Workflow Trigger - Transcript Generated
Overview of Phone Number Configuration Options
Workflow Action - IVR Connect Call
The Phone Dialer Overview
Phone Number Edit Configuration (Incoming Calls Settings)

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