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How to record calls and read the transcript

Turn on recording in Settings › Phone System › Phone Numbers › Edit Configuration for the number, and turn on transcription in Settings › Phone System › Voice › Call Recording and Transcription. The recording and text show on the call in Conversations.

Updated on

Before you start

  • You need permission to manage the account's phone settings.
  • Transcription only works on recorded calls: turn on recording for the number first.
  • Check the call recording notice and consent rules that apply to you. If they require it, keep the recording announcement on.
Where to find it

Settings › Phone System › Voice › Call Recording and Transcription › Call Transcription

Step by step

Turn on recording for the number

  1. In the left menu, open Settings and click Phone System.
  2. Open the Phone Numbers tab.
  3. On the number's row, click the three dots (⋮) and choose Edit Configuration.
  4. On the Basic Details tab, turn on Call Recording.
  5. If you want callers to hear that the call is recorded, turn on the recording disclosure message.
  6. Click Save. Repeat for each number you want to record.

Turn on transcription

  1. In Settings › Phone System, open the Voice tab.
  2. Go to Call Recording and Transcription, then Call Transcription.
  3. Under Voice Intelligence, check Enable Call Transcription.
  4. From then on, recorded calls, both outgoing and incoming, are transcribed automatically.

Listen to the recording and read the transcript

  1. Open Conversations.
  2. Find the contact and open the conversation.
  3. On the call, use the playback controls to listen to the recording.
  4. Click View Transcript, below the controls, to read the call text.

Tips

  • Use transcripts to review calls quickly and coach your team without listening to everything.
  • To turn transcription off later, go back to Call Transcription and uncheck Enable Call Transcription.

Common problems

  • The call has no transcript → The call wasn't recorded. Make sure Call Recording is on for the number that was used.
  • Older calls weren't transcribed → Transcription isn't retroactive: it only applies to calls recorded after you turn it on.
  • I don't see the "View Transcript" button → The transcript can take a few minutes after the call ends. Refresh the conversation a bit later.
  • I can't find the recording option on the number → Check that you have permission to manage phone numbers; if not, ask an admin.

Frequently asked questions

Can I record only some numbers?

Yes. Recording is turned on number by number in Edit Configuration.

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