CallScribe

As part of CallRail's suite of Conversation Intelligence features, CallScribe 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 transcription 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 transcription of the call.

Use this article to learn how to:

  • Activate CallScribe for your company
  • Set criteria for the kinds of calls that should be transcribed
  • Find your caller's transcripts
  • Disable CallScribe for your company

Getting Started

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

CallScribe is an optional add-on available for $0.025/minute on the Starter plan, and for $0.02/minute on the Pro plan and higher.

Learn more about CallRail's pricing in this help article.

We recommend using CallScribe 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 CallScore with this help article.

CallScribe can only transcribe conversations on US and Canadian tracking numbers.

Set up CallScribe

CallScibe is company-dependent in your account. Use these instructions for each company where you'd like to activate CallScribe.

  1. Choose the company where you'd like to use CallScribe.



  2. Click Settings at the top of the page.



  3. Select the Intelligence tab, then click CallScribe.

    Intelligence_CallScribe.png

  4. Turn the toggle to ON.



  5. Set your transcription criteria, which indicates the type of calls you'd like to transcribe. See the second set of instructions in this help article to learn more about setting transcription criteria.

    Screen_Shot_2017-06-19_at_2.18.39_PM.png

  6. Click Save Settings to activate CallScribe.



Set Transcription Criteria

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

  1. Choose the company where you'd like to set criteria for CallScribe.



  2. Click Settings at the top of the page.



  3. Select the Intelligence tab, then click CallScribe.

    Intelligence_CallScribe.png

  4. Choose the tracking numbers, directioncall type, call duration, or tags for your CallScribe settings. You can use choose multiple tracking numbers and tags, and a single direction, call type and duration.

    Screen_Shot_2017-06-19_at_2.18.39_PM.png

  5. Click Save Settings to update CallScribe.



Your CallScribe Transcriptions

Once you receive calls to tracking numbers that are using CallScribe, you can read and interact with a caller's transcript on their timeline.

  1. Choose the company whose CallScribe transcriptions you'd like to view.



  2. Click Activity at the top of the page.

    Activity2.png

  3. Find the caller whose transcript you'd like to view, and click to open their Timeline.

    Timeline.png

  4. Read and interact with the caller's recording and transcript on the righthand side of the page.

    Screen_Shot_2017-06-13_at_4.27.58_PM.png

    • 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 snap to that point of the conversation in the recording.
    • Search for specific words or phrases in the transcript using your browser's "find" feature.

Disabling CallScribe

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

1. Choose the company whose CallScribe you'd like to disable.

Company_Menu.png

2. Click Settings at the top of the page.

Settings.png

3. Select the Intelligence tab, then click CallScribe.

Screen_Shot_2017-03-16_at_3.05.42_PM.png

4. Turn the toggle to OFF.

offbutton.png

5. Click Save Settings to disable CallScribe.

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