Transcripts and Call Highlights

As part of CallRail's suite of Conversation Intelligence features, Transcripts allows you to read entire conversations between your team and customers by transcribing your calls. Available in the caller's timeline, you can snap to important points in the conversation by clicking on the call recording's waveform and read the entire call transcript without having to listen to the call. 

A preview of each call's transcript is available in the call notification email you receive. You can click the link in the email to be redirected to the caller's timeline, where you can read the full transcript of the call.

Getting Started

Call recording must be enabled on tracking numbers where you'd like to transcribe calls. The accuracy of your transcription is dependent upon call quality.

We recommend using Transcripts in conjunction with CallScore as part of our Conversation Intelligence features, but you can use these two features separately if you prefer.

Learn more about Transcripts with this help article.

Transcripts can transcribe conversations to any tracking number as long as the conversation is in English. 

Set up Transcripts

  1. Click the Account icon in the top left to open the My Account panel, then click Account Settings.

  2. Click Transcripts from the menu on the left.

  3. Click on the name of the company where you want to set up Transcripts. Or, to configure multiple companies, select the tick box next to the relevant companies and click the Configure button.

  4. Choose whether to Transcribe all calls or Transcribe specific calls. See the second set of instructions in this help article to learn more about transcribing calls based on specific criteria.

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  5. Click Activate.

Set Transcription Criteria

You can set specific criteria for the kinds of calls you'd like to transcribe using Transcripts. Only the calls that are transcribed will appear on your invoice each month.

  1. Click the Account icon in the top left to open the My Account panel, then click Account Settings.

  2. Click Transcripts from the menu on the left.

  3. Click on the name of the company where you want to set up Transcripts. Or, to configure multiple companies, select the tick box next to the relevant companies and click the Configure button.

  4. Select Transcribe specific calls, then choose the tracking numbers, directioncall type, call duration, or tags for your Transcripts settings. You can use choose multiple tracking numbers and tags, and a single direction, call type and duration.

    Note: To transcribe calls by tag, the tag must be applied automatically in call flow or by Keypad Scoring.


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  5. Click Save to update Transcripts.

Your Transcripts and Call Highlights

Call Highlights are relevant words from the call transcript that are automatically spotted.

Once you receive calls to tracking numbers that are using Transcripts, you can read and interact with a caller's transcript and see highlighted key terms and phrases on their timeline.

  1. Select Analytics from the navigation bar on the left.

  2. Click Activity at the top of the page.

  3. Choose the company whose transcripts you'd like to view.

  4. Click Recording to play a customer's call recording. 

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  5. Read and interact with the caller's recording and transcript directly inside the call log.

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    • Click on a specific place in the call recording graphic to snap to that point of the conversation in the transcript.
    • Click on a specific place in the call transcript to the right to snap to that point of the conversation in the recording.
  6. Hover over dots in the recording to see Call Highlights and Automation Rules from the call. Click on the dot to jump to that part of the conversation. 

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  7. See a full list of your Call Highlights on the Edit tab. 

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Disabling Transcripts

Disabling Transcripts will stop all conversations for the selected company from being transcribed and turn off highlights. Use these instructions for each company where you'd like to disable Transcripts.

1. Click the Account icon in the top left to open the My Account panel, then click Account Settings

2. Click Transcripts from the menu on the left.

3. Click on the name of the company where you want to set up Transcripts. Or, to configure multiple companies, select the tick box next to the relevant companies and click the Configure button.

5. Turn the toggle at the top of the screen to OFF.

6. Click Save at the bottom of the screen.