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Review AI call transcripts and summaries

Read back what was said on a recorded call, along with an AI-generated summary, key points, and follow-up actions.

Who this is for: everyday users with permission to view call transcripts — check with your admin if you don't see this option.

Before you start

  • The call needs to have been recorded, and a transcript needs to have been generated for it first. You can start a transcript from a recorded call on the Call Logs page by selecting Transcribe on that call.

Steps

  1. In the sidebar, under Logs & Records, select Call Transcripts.
  2. The summary strip at the top shows how many transcripts are Total, how many are Completed, the Average Quality score across completed calls, and how many are High Quality.
  3. Use the search box to find a transcript by caller, number, or anything in the summary or transcript text. The dropdowns and fields next to it narrow the list further by Status, Sentiment, Direction, a date range, and a minimum quality score, with checkboxes to show only transcripts that have a Recording, Actions, or compliance Flags. Select Clear to reset all of these.
  4. Select any transcript in the left-hand list to open it on the right. Its status badge shows whether it's Completed, Pending, or Failed.
  5. The detail panel shows an AI summary of the call, along with Key points, any Action items picked out from the conversation, and Compliance flags if anything sensitive was mentioned.
  6. Scroll down to Full transcript to read the whole conversation broken into timestamped segments. Select any segment to jump the recording player straight to that point.
  7. If the call was recorded, select Play recording to listen from the top, or Download recording to save the audio file. Select Download transcript to save the transcript as a text file, or Copy summary to copy just the AI summary to your clipboard.
  8. If you have permission to remove transcripts, a Delete button is also available — this only deletes the transcript and its AI analysis, not the underlying call recording.

Call Transcripts page with the transcript inbox on the left and the key points and transcript on the right

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.