Onoff Business – Call Transcription Guide

Call Transcription allows you to convert your company’s recorded calls into written text, including a call summary, action items, and a full transcript. It helps teams review conversations, extract key information, and improve communication and productivity.

Important:
Call transcription is only available for calls that have been recorded. If a call has no recording — it cannot be transcribed.

1. Plan Availability

Call transcription is available on all Onoff Business plans, with different monthly limits:

Free limits reset automatically on the 1st of each month.
Unused transcription time does not roll over.

Users on Connect and Advanced will also see banners showing remaining time and usage.

2. How to Activate Call Transcription for Users

Only Admins can activate transcription.

1. Go to Management interface → Conversation Insights → Manage users
    
2. In the popup, you will see two checkboxes:

• Recording
• Transcription

1. Recording must be enabled for transcription to work.
    
2. To allow transcription:

• Check Transcription for users who should be able to generate transcripts.
   
• For Advanced plan, transcription is split:
   
• Free transcription (included with recording)
   
• Extra transcription (credits) → requires checking the second box

1. Click Save.
    

Important:
New users do NOT automatically inherit transcription rights. Admins must enable them manually.

3. How to Generate a Call Transcript

You can generate transcripts from:

• 🖥 Management interface
• 🌐 Web App
• 📱 Mobile Apps

Once created, a transcript becomes available everywhere, instantly.

3.1 From Management interface

1. Go to Conversation Insights
    
2. Select a recorded call from the list
    
3. Click Transcribe call or Transcribe and evaluate (evaluation is optional and handled separately)
    

A notification will appear as soon as it’s ready.

3.2 From Web App

1. Open the Calls tab
2. Select a recorded call
3. Click Transcribe call
    

You will see a toast notification when done.

3.3 From Mobile App

Users can also generate transcripts directly on mobile, with identical behavior.

4. Transcription Processing Time

Transcription is typically fast:

• Usually a few seconds for short calls
• Can take up to one minute for longer calls
• Calls shorter than 10 seconds cannot be transcribed
   

You do not need to stay on the page — the system will notify you once it’s completed.

5. What the Transcript Includes

A generated transcription contains three components, all editable:

5.1 Call Summary

A short paragraph summarizing the key points of the conversation.

5.2 Action Items

Automatically extracted follow-up tasks discussed during the call.

Users can:

• Add new tasks
• Remove tasks
• Mark tasks as done
• Edit the text of any task
   

5.3 Full Transcript

A full, speaker-detected transcription of the call.

• Users can edit any text in the transcript
   
• Users can view original version and latest edited version
   
• Edits sync instantly across the management interface, Web App, and Mobile App
   
• Silent calls still generate a valid transcript (e.g., “No words were spoken…”)
   

6. Managing Transcription Usage & Credits

6.1 Free Monthly Hours

Users can see their usage:

• In the Management interface
• In the Web App
• In the Manage Users popup (admins)
   

Usage indicators show:

• How many hours have been used
   
• How many remain
   
• Warning banners (80% and 100%)
   

6.2 Using Company Credits (Advanced Plan Only)

After using all free hours:

• Transcription continues only if Admin enabled extra transcription
   
• Credits are shared across the company
   
• 1 hour of transcription = 100 credits
   

If no credits are available:

• The transcription will fail
   
• User will receive a warning
   
• Admin must add credits or increase plan
   

Admins can purchase credits in:

Management interface → Credits (menu on the left)

7. Transcription Icons in Lists

To help users navigate:

• A transcription icon appears next to recorded calls where transcription is available
   
• If a transcript has not been generated yet, the icon will not appear
   
• Once transcription exists, the icon becomes active
   

This works in Management interface and Web App.

8. Supported Languages

Transcription supports all major languages.

The system automatically:

• Detects the language of the call
   
• Generates transcript, summary, and action items in that language
   

No manual selection needed.

9. Frequently Asked Questions (FAQ)

1. Can I transcribe any call?

Only if the call was recorded. Unrecorded calls cannot be transcribed.

2. How long does transcription take?

From a few seconds to about a minute, depending on call length.

3. Who can generate transcripts?

Users with transcription enabled by their Admin + active call recording.

4. Can I edit transcripts?

Yes — summary, action items, and transcript text are fully editable.

5. Are edits synced across platforms?

Yes. Edits made in one app appear instantly everywhere.

6. What languages are supported?

Any language. The system auto-detects and transcribes accordingly.

7. What happens if a user reaches the free limit?

• Connect: Transcription stops — user must upgrade
• Advanced: Credits are used (if Admin allowed it) - If credits are disabled or unavailable, transcription cannot proceed.
• Max: Unlimited
   

8. Can Admins control who uses extra transcription credits?

Yes — the Admin must enable “extra transcription” per user.

9. Why is my transcript empty or strange?

• The call might have been silent
   
• The microphone quality was poor
   
• Audio was very noisy
   
• The call was too short (<10 sec)

10. Can I buy more credits?

Yes. Admins can buy credits at:

Management interface → Credits (menu on the left)

Credits are added instantly.

11. Are my call transcriptions sent to my integrated CRM apps?

Yes — if you are using one of the supported CRM integrations, Onoff can automatically send transcription data to your connected apps.

We currently support sending transcription data to:

• HubSpot
• Pipedrive
• Salesforce
• Zoho CRM

Here’s what is sent:

✔ Call Summary

Once the transcript is generated, the call summary is pushed to the CRM.

✔ Action Items

Each action item is sent to the CRM as a separate task.

✔ Can I disable this?

Yes.
You can disable sending “action items” at any time from the integration settings in the Onoff Business Console.
Simply toggle off the “Send call action items” option in the chosen integration.