Enable transcription for Gorgias Voice integrationsUpdated a day ago

With the Gorgias Voice add-on, customers can call your support team, and leave voicemail messages when the team isn’t available. You can generate transcripts for voicemail messages and recorded calls and add them to the ticket.

Requirements

• Available on all Helpdesk plans with the Voice Add-on
• Only Admins can enable call and voicemail transcription
• All roles can read transcripts

What to expect

• Call transcripts will only be generated for calls that are recorded. If you’d like to create transcripts for your calls, make sure to enable automatic call recording, or ensure your agents manually record their calls.
• Call and voicemail transcription is currently supported in English, French, German, and Spanish. If your agent and customer switch between multiple languages on a call, the transcript will only record the primary language.
• Call recordings shorter than 20 seconds, and voicemails shorter than 8 seconds, will not be transcribed. The maximum length for transcription is 45 minutes.
• Calls with poor audio quality may not be transcribed. This includes calls with a heavy echo, significant background noise, or when the system can’t confidently recognize the dialogue.
• Call recordings and voicemail are automatically deleted after 6 months. When a call recording is deleted, the transcript will be deleted as well.

Enable transcription

Once a voicemail or call recording is added to a ticket, the transcript will appear automatically alongside it. Click Voicemail left or Call recording in the ticket to reveal the transcript.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. From the Integrations tab, select the integration you’d like to enable recording on.
4. From your integration’s General tab, scroll to Call transcription.
5. Click the toggles next to Call recording and Voicemail to enable or disable transcription.
6. Click Save Changes.