Transcript intelligence and Call Highlights

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

If you would like to set up Transcript intelligence for multiple companies, you can use this article instead.

Set up Transcript intelligence

1. Click the Settings icon on the left navigation bar.
   
   
2. Choose the company where you'd like to set up Transcript intelligence.
   
   
3. Click Workflow at the top of the page.
   
   
4. Choose Transcript intelligence from the Manage header on the left.
   
   
5. Click on the name of the company where you want to set up Transcript intelligence. Or, to configure multiple companies, select the check box next to the relevant companies and click the Configure button.
   
   
6. 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.
   
   
7. Click Activate.

Set transcription criteria

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

1. Click the Settings icon on the left navigation bar.
   
   
2. Choose the company you'd like to access.
   
   
3. Click Workflow at the top of the page.
   
   
4. Choose Transcript intelligence from the Manage header on the left.
   
   
5. Click on the name of the company where you want to set up transcription criteria. Or, to configure multiple companies, select the check box next to the relevant companies and click the Configure button.
   
   
6. Select Transcribe specific calls, then choose the tracking numbers, direction, call type, call duration, or tags for your Transcript intelligence 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.
   
   
   
7. Click Save to update Transcript Intelligence.

Transcript intelligence 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 Transcript intelligence, you can read and interact with a caller's transcript and see highlighted key terms and phrases on their timeline.

1. Click Analytics on the left navigation bar.
   
   
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. 
   
   
   
   
5. Read and interact with the caller's recording and transcript directly inside the call log.
   
   
   
   - 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.
   
   - 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.
   
   
   
   - See a full list of your Call Highlights on the Edit tab. 
   
   

Deactivating Transcript intelligence

Deactivating Transcript intelligence will turn off highlights and stop all conversations for the selected company from being transcribed. Use these instructions for each company where you'd like to deactivate Transcript intelligence.

1. Click the Settings icon on the left navigation bar.
   
   
2. Choose the company you'd like to access.
   
   
3. Click Workflow at the top of the page.
   
   
4. Choose Transcript intelligence from the Manage header on the left.
   
   
5. Click on the name of the company where you want to deactivate Transcript intelligence. Or, to configure multiple companies, select the check box next to the relevant companies and click the Configure button.
   
   
6. Turn the toggle at the top of the screen to OFF.
   
   
7. Click Save at the bottom of the screen.