Turn on post-call transcriptions

Have calls and meetings transcribed and summarised automatically, and know what that costs you in included hours.

Have calls and meetings transcribed and summarised automatically, and know what that costs you in included hours.

Tell people first

Before switching anything on, decide how you will inform customers and colleagues that conversations are transcribed. In most countries that is a legal requirement, not a courtesy, and the obligation sits with you.

An announcement at the start of a call is the usual answer. We can add one for you.

Post-call or real time

Transcription runs in one of two modes, and which one you get by default depends on your product.

• Collaboration 7 uses post-call by default. The transcript is produced once the conversation has ended.
• x-bees and x-hoppers use real time by default, so the text appears while people are still talking.

Both modes can run on the same system, so you do not have to choose one for everybody.

Turning it on

Transcription is switched on per dial plan rule, so we set it up. Three things decide the whole configuration, and having them ready turns this into one exchange rather than four.

1. Decide which calls should be transcribed. All of them, one call group, or one number.
2. Decide post-call or real time. Post-call stretches your allowance twice as far.
3. Decide whether an announcement should play first, and in which languages.
4. Send us those three answers and we will set it up.

Watch the allowance

Transcription, voicemail transcription and AI agents all draw on the same pool of AI units at company level, not per user. Past the allowance, extra capacity is added automatically so nothing stops mid-call, and it is chargeable. Decide deliberately whether to transcribe every call or only the ones that matter.

Three things about that pool apply before you set it up:

• Unused units do not carry over. They expire at the end of each month, so a quiet month buys you nothing in a busy one.
• The increase does not reverse itself. When usage drops again the following month, the added capacity stays until somebody takes it away. Tell us when a busy period is over.
• You get a warning at 90%. Your admin is emailed when either the AI units or the storage reach that point. Make sure that address is one somebody reads.

Where transcripts appear

In the conversation the call belongs to. That is also what makes the AI Assistant useful: without a transcript it has nothing to summarise or search.

Accuracy

Transcription is good, not perfect. Accents, crosstalk and background noise cost accuracy, and numbers and names are where errors do the most damage. Treat a transcript as a reliable record of the conversation and an unreliable record of a quoted figure.

See also

• Use real-time transcription during calls and meetings
• Email audio note transcriptions
• What the AI+Data Boost bundle includes
• Use the AI Assistant