Transcription turns a recorded call into text, with a summary and a list of action items. Only recorded calls can be transcribed.
Volumes by plan
| Plan | Included transcription per month | Beyond the limit |
|---|---|---|
| Connect | 1 hour per user | Transcription stops. Upgrade to get more. |
| Advanced | 10 hours per user | Transcription continues using company credits, if extra transcription is turned on for the member. |
| Max | Unlimited, subject to conditions* | — |
* See our terms of use and terms of sale.
Included hours reset on the 1st of each month and don't roll over. On Connect and Advanced, a banner shows the remaining hours and alerts you at 80% and 100%.
Turn on transcription
Owner and Admins only. Recording must be turned on for the member.
- In the console, open Conversation Insights > Manage users.
- For each member, check Transcription (in addition to Recording).
- Advanced plan: also check extra transcription if the member can use credits beyond their 10 hours.
- Click Save.
New members aren't turned on automatically.
Transcribe a call
- Open a recorded call: in Conversation Insights (console), in the Calls tab (web app) or in the mobile app.
- Click Transcribe call. On the Max plan, Transcribe and evaluate also runs the AI evaluation.
Transcription takes from a few seconds to about a minute. A notification tells you when it's ready; you can leave the page in the meantime. An icon then appears next to the call in lists.
What a transcript contains
| Item | What you can do |
|---|---|
| Call summary | Read and edit it. |
| Action items | Add, edit, delete or check off detected tasks. |
| Full transcript, by speaker | Edit the text and view the original version. |
Edits sync across the console, web app and mobile app. The call's language is detected automatically: the transcript, summary and action items are produced in that language.
Credits (Advanced plan)
Beyond the 10 included hours, one hour of transcription uses 100 credits from the company balance. Without credits, transcription fails and a message appears. Only the Owner can buy credits, from the Credits menu in the console.
Sending to your CRM
With a HubSpot, Pipedrive, Salesforce or Zoho CRM integration, the call summary is sent to the CRM, and each action item is created there as a task. To stop sending action items, turn off Send call action items in the integration settings.
Troubleshooting
| Issue | Likely cause |
|---|---|
| The transcription button doesn't appear | The call isn't recorded, or transcription isn't turned on for this member. |
| Transcription fails | Included volume used up (Connect), or credits exhausted or not allowed (Advanced). |
| The transcript is empty or wrong | Call under 10 seconds, silent, noisy or poor audio quality. |
Related articles
- Record your calls
- AI call evaluation
- How credits work
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