Flows and AI
Show live call transcripts
Show the words of a call as they are spoken, to the agent on the call and to supervisors, and keep them as the call's transcript.
Steps
Know what it does
While a call with a person is up, its words appear line by line: in the agent's phone panel, and for supervisors on the Supervisor page and on Live transcripts. Only words, speakers and times are kept; no audio is stored on this path. When a call was transcribed live in full, that becomes the call's transcript and the call is not transcribed again. Calls with a voice bot are always transcribed.
Turn it on
An administrator who manages AI opens Live transcripts in the menu. In the Live call transcripts card, tick Transcribe calls with people live. The card shows the price per minute from your rate card.
Choose who it applies to
Live transcripts are a feature that can be switched on or off per account, team and person on Feature access. A call is transcribed live only when the feature is on for your account and for the agent on the call.
Follow the call as an agent
During a call, the transcript appears in your phone panel under Live transcript. While it runs it says Transcribing live. Words and times only. When the call ends it says The call ended. Its transcript is kept with the call.
Follow a call as a supervisor
On Supervisor, an agent who is on a call has a Transcript button. Choose it to follow that call's words; Hide transcript stops. While you listen to a call from the phone, its transcript shows in your phone panel too.
See every live call
Live transcripts lists the Calls being transcribed. Choose one to read its lines. Agents see the calls they are on; supervisors see every call. When a voice bot hands a caller over, the summary it wrote shows above the lines.
Good to know
- Minutes are paid from the wallet: five minutes are held when the call starts and more as it goes on. If the balance does not cover more minutes, the transcript stops and the call goes on.
- If live transcripts are not on your rate card, the switch cannot be turned on until your provider adds them.
- When the transcription service is full, a call gets no live transcript and says so. It is transcribed from its recording after it ends, if call transcription is on: see Transcribe recorded calls and add AI summaries.
- A call that ended with gaps in its live transcript is transcribed from its recording, if call transcription is on. Live transcription of such a call is not charged.
- When a call is transferred to another agent, the live transcript covers the part before the transfer.
- A customer who has withdrawn consent to recording gets no call transcript.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.