How to enable call & voicemail transcriptsUpdated 14 days ago

Now you can easily access transcriptions and recordings for all your calls and voicemails in multiple languages! No need to re-listen to entire conversations—simply scan the text to find key details quickly. This feature enhances the efficiency and effectiveness of your customer support operations by providing instant, searchable records of all interactions, making it easier to deliver exceptional service.

Requirements

Any role in Gorgias (Basic → Admin) may have access to transcriptions.

How to enable transcriptions

To enable transcriptions for your voice integrations, follow these steps:

1. Navigate to Settings: Go to Settings > Voice.
2. Select Integration: Choose the phone integration for which you want to enable transcriptions.
3. Toggle Options: Select whether you want transcriptions for calls, voicemails, or both.
4. Save Changes: Click Save to apply your settings.

Viewing transcriptions

Once transcriptions are enabled, they will appear within the corresponding ticket. This integration allows agents to reference past conversations seamlessly, ensuring they have the context needed to respond accurately.

Guidelines for call and voicemail transcriptions

Support agents benefit from automatic transcriptions of recorded calls—whether initiated manually or automatically. Each transcription will clearly indicate the speaker, using customer and agent names where possible.

To keep it in mind:

• Recordings shorter than 20 seconds will not be transcribed-
• Silent calls will not generate a transcription.
• The maximum length for transcribable recordings is set at 45 minutes.
• Calls with poor audio quality may not be transcribed. This typically happens when the audio isn’t clear enough—such as when there’s heavy echo, significant background noise, or when the system can’t confidently recognize any words.

Currently, transcriptions are supported in:

• English
• French
• German
• Spanish
• Italian

Note: Our system will automatically recognize one language per call.

Data protection and security

Data protection is a top priority. Sensitive information such as credit card numbers, social security or social insurance will be automatically filtered out and obfuscated. This practice helps protect both your customers and your organization from potential data breaches.

Moreover, when a call recording or voicemail is deleted, the associated transcript will also be removed.

Call transfer protocol

In cases where calls are transferred between agents, it will follow a one recording to one transcript policy. This means that even if multiple agents handle a call, there will be a single transcript for clarity and ease of access.

FAQ

What happens if a call is transferred and the second agent stops the recording? Will we display any information about it?

It depends on how the recording is initiated. If the call is recorded automatically, there will be a single recording, and we’ll transcribe it with the third party as the speaker. However, if the agents choose to record calls manually, the recording will stop during the transfer, resulting in separate recordings for each agent. In this case, the transcripts will reflect the individual contributions of each agent.