Business Transcription in Tickets

Transcripts now appear where your team works. Business recordings and transcripts no longer live only in each user’s own call history. 

If Business transcription is enabled on the answering user’s account, the transcription will automatically appear inside the related ticket.

Requirements

To view a transcription in a ticket, you must be an Administrator or a group Administrator (Sub-admin) with the "Accessing Recorded Calls" permission enabled. This permission is managed in the Admin portal under Permissions. 

How to guide

Follow the steps below to view transcripts in a ticket:

1. Go to Tickets.
2. Click on a Call ticket.
3. From here you can:
   1. Listen to the Call recording 
   2. Show full transcript 
   3. Get a Summary of the call 
   4. See Actions of the call
      

      

4. From here you can:
   1. Download the call recording
      

      

   2. Suggest tags - let the system automatically suggest tags for the ticket
   3. Copy the full summary