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How transcripts work

When transcription is enabled on your agent, every call is transcribed in real time using OpenAI’s Whisper model. The transcript captures both sides of the conversation:
  • Caller — what the person calling said
  • Agent — what your AI agent said

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Viewing transcripts

  1. Go to your call history.
  2. Click on a specific call.
  3. The transcript appears in the detail view as a readable conversation.

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Transcript accuracy

Transcript accuracy depends on several factors:
  • Audio quality — clear audio produces better transcripts
  • Language — setting the correct transcription language improves accuracy
  • Background noise — the noise reduction setting on your agent helps
  • Speaking pace — very fast or unclear speech may reduce accuracy
If you notice frequent transcription errors, try setting a specific transcription language on your agent instead of relying on auto-detection. This significantly improves accuracy for non-English calls.

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Using transcripts for improvement

Transcripts are your best tool for improving agent performance:
  1. Read regularly — review a sample of transcripts weekly
  2. Spot patterns — identify questions the agent answers poorly
  3. Update instructions — add guidance for common scenarios
  4. Expand knowledge — add documents covering topics callers ask about
  5. Adjust voice settings — if callers seem confused, try adjusting speed or voice
Transcription must be enabled in your agent’s voice and speech settings to generate transcripts.