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Call Transcription
Turn recorded calls into searchable text—built right into Conversations for faster reviews, better documentation, and easier compliance.
Reviewing Calls Faster Without Listening to Every Recording
Listening to full call recordings can become time-consuming when managing sales calls, support conversations, or team reviews.
Call transcription automatically converts recorded conversations into searchable text directly inside the Conversations area.
Without transcripts, teams often spend more time replaying recordings just to locate important details or confirm what was said.
This guide will walk you through how call transcription works so you can review conversations faster, improve documentation, and simplify follow-up.
To begin, review the prerequisites needed before enabling call transcription.
Prerequisite
Calls must be recorded to be transcribed. Enable call recording on the numbers where you want transcripts.
Follow along: Turn on call recording first → then enable Call Transcription → place a test call → verify transcript appears in Conversations.
Enable Call Transcription
- Go to Settings → Phone Numbers.
- Open Advanced Settings → Voice Calls.
- Toggle Call Transcription on.
Pro tip: If you only need transcripts for certain departments, enable call recording/transcription only on those numbers to keep things tidy.
What Gets Transcribed
- Inbound recorded calls
- Outbound recorded calls
- IVR recorded calls
Transcripts are generated automatically after the call finishes—no extra clicks needed.
Where to View Transcripts
Open the contact’s Conversation page. The transcript appears alongside the audio recording so you can skim or search before listening.
Benefits
- Efficient documentation: Maintain accurate records without manual transcription.
- Convenient review: Quickly scan content without listening end-to-end.
- Built-in workflow: Access audio and text together in one place.
Accuracy & Privacy
- Automated transcripts may contain errors—review critical details.
- Follow applicable recording and privacy laws in your region.
Best practice: If you record calls, add disclosure where required (greeting, IVR message, or policy notice).
Make every call searchable
Enable transcription to save time, improve documentation, and keep your team aligned on what was actually said.
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Frequently Asked Questions
What does Call Transcription do?
It generates transcripts for recorded inbound, outbound, and IVR calls so you can review and document conversations quickly.
How do I enable it?
Settings → Phone Numbers → Advanced Settings → Voice Calls → toggle on Call Transcription.
Where are transcripts shown?
Inside the contact’s Conversation page, alongside the call recording.
Do I need call recording on?
Yes. Calls must be recorded for transcription to work.
Can I turn transcription off later?
Yes—use the same setting path and toggle it off.
Are transcripts 100% accurate?
No. Review important details and follow your local recording/privacy requirements.
Review calls in minutes, not hours
Skim the transcript to find the key moments—then jump into the audio only when you need full context.
Faster follow-up. Better documentation.
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