Call recording and transcription

Call transcription turns your recorded inbound and outbound calls into written text, so you can review what was said without replaying the whole recording. Transcripts appear in Conversations, next to the playback controls for each call.

For a local service business, transcripts make it quicker to check job details a customer gave over the phone. You can also use them to coach staff on how they handle calls and to keep a written record of conversations.

To set it up:

• Make sure call recording is turned on for the phone numbers you want transcribed. Calls that aren't recorded aren't transcribed.
• Go to Settings, then Phone System, open the Voice tab, and find Call Transcription.
• Check Enable Call Transcription to turn it on.

To read a transcript, open Conversations, find the contact, and click View Transcript under the playback control for that call.

Transcription is a paid add-on charged per recorded minute, on top of standard call recording fees. You see the exact pricing when you turn it on. Only calls recorded after you turn transcription on are transcribed, and older recordings are not processed. Allow some processing time after a call ends. You can turn transcription off later from the same settings.