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Transcribe recorded calls and add AI summaries

Turn on transcripts of recorded calls, with an AI summary of why the customer called, how it ended and what happens next, shown on the call.

Last checked For: Administrators, supervisors and agents

Steps

  1. Know what it does

    After a recorded call ends, the platform writes down what was said, which voice said it and when, and can add a short summary. Transcripts are made on the platform's own servers. They appear on the call in the conversation, calls can be found by their words in Search, and topics, quality checks and automatic scoring read calls as they read messages.

  2. Record the calls first

    Only recorded calls are transcribed. Calls that are not recorded, and calls recorded before you turned transcription on, get no transcript.

  3. Open the settings

    Open Call transcripts in the menu. It is there for administrators who manage AI. The page shows the price per minute of recording from your rate card.

  4. Turn it on

    Tick Transcribe recorded calls and customers’ voice notes. The same switch and price per minute cover voice notes from customers on any channel, up to five minutes each, after any calls that are waiting; the text appears under the audio. Under Language of your calls, keep Detect it on each call, or choose a language if all your calls are in it: that is a little more accurate.

  5. Add summaries

    Tick Add an AI summary to each call and choose the Language of the summaries. A summary uses your AI settings and is paid as AI usage within your AI budget, so the AI must be on: see Set up the AI agent and voice bots. Choose Save.

  6. Read a call's transcript

    Open the conversation and find the call. Choose Show transcript. The Summary, marked Written by AI, says Why they called, How it ended and the Next steps. Below it are the speaker turns, each with its time. Choose a time to play the recording from that moment. Hide transcript closes it.

  7. Know who is speaking

    Each turn is marked Agent, Customer or Other voice. The voices are told apart from the recording, and which one is the agent comes from the summary. Until the summary is ready, or without summaries, it is a guess, and the call says so.

  8. Find calls by what was said

    On Search, type the words. Matching calls are listed under Calls.

Good to know

  • A call is transcribed a few minutes after it ends, once its recording has been stored. Until then the call shows Waiting to be transcribed. or Being transcribed now.
  • Each call's minutes are held from your prepaid balance before it is transcribed, and only the minutes transcribed are charged. If the balance cannot pay, the call waits and is transcribed after you top up.
  • If the page says call transcription is not on your rate card, it cannot be turned on until your provider adds it.
  • If a call shows We could not transcribe this call., an administrator who manages AI can choose Try again on the call.
  • A customer who has withdrawn consent to recording is never transcribed.
  • A transcript is kept exactly as long as its recording: your retention period, a deletion request or a legal hold applies to both. A person's data export includes their transcripts and summaries.
  • A call fully transcribed live is not transcribed again: see Show live call transcripts.
  • Transcripts and summaries are a feature that can be switched off on Feature access. Turning transcription off skips calls still waiting.

Still stuck?

Write to hello@ringura.com, or use the contact page, and say which guide you were following.

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