Call transcription
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Everyday work
Working the ticket queue
The bell: what it tells you
Undoing a ticket you moved by mistake
Getting tagged in Slack
Finding what just changed
Right-click a ticket to deal with it
Reading a call transcript
Features you can turn on and off
Call transcription
Transcript enrichment
Ticket detection
AI-answered call tickets
/todo notes make tickets
Unanswered-call tickets
Turning features on and off
Turns call recordings into readable text and files it on the customer's record.
With this on, every new call is transcribed shortly after it ends, and the transcript is posted as a note on that customer's record.
When you turn it on
- Only calls from that moment forward are transcribed.
- Calls from before stay untouched — turning it on does not go back and catch up.
When you turn it off
- Calls stop being transcribed, and nothing further is written to your job-management software.
- Calls are still recorded here, so the ticket queue keeps working exactly as before.
- Calls that happen while it's off are never transcribed, even after you turn it back on.
ⓘTranscripts are visible to anyone who can see the customer's record in your job-management software. Keep that in mind for sensitive conversations.