CALL TRANSCRIPTION
In this section, you will learn how to access and manage call transcripts, search and filter your transcriptions efficiently, download or share them securely, and follow best practices to make the most of Zonitel's transcription features.
What is Automatic Transcription?
Automatic transcription converts the audio of your calls into written text. This allows you to:
- Search and review call content quickly
- Create a legal record of conversations
- Analyze content without listening to everything again
- Improve service based on what was said
How It Works
Recording: All your calls are automatically recorded (with consent).
Processing: The AI system transcribes the audio to text in real time or shortly after.
Storage: The transcription is saved with the call in your history.
Enabling Transcription
Step 1: Enable Call Recording
- Go to Settings > Recordings
- Enable "Record all calls"
- Comply with local regulations (customer notification)
Step 2: Enable Automatic Transcription
- In Administration > Integrations > Call Intelligence
- Enable "Automatically transcribe all calls"
- Select language(s)
Step 3: Configure Notifications
- Receive alerts when a transcription is ready
- Define how often to review transcriptions
Accessing Transcriptions
In the calls module:
- Open the desired call
- Click "View transcription"
- Read the complete text
Search:
- Search keywords in transcriptions
- Quickly find specific conversations
Advanced Features
Speaker Segmentation:
- Identify who speaks at each moment
- Differentiate between agent and customer
Keyword Detectors:
- Mark issues mentioned ("complaint", "problem")
- Highlight important information ("code", "reference")
- Identify mentioned products/services
Timestamps:
- Easily locate where something was mentioned
- Jump directly to that part of the audio
Best Practices
- ✅ Review transcriptions of problematic calls
- ✅ Use for team training
- ✅ Document important agreements
- ✅ Respect privacy and confidentiality
- ✅ Comply with local recording laws