How to Set Up Call Transcription

Modified on Tue, 29 Jul at 9:30 AM

Reviewing recorded phone conversations becomes much simpler when you can read them as text instead of listening to entire audio files. This guide walks you through activating the call transcription functionality within your HighLevel account.

Understanding Call Transcription

The call transcription service is an optional Voice Intelligence enhancement that automatically transforms both incoming and outgoing call recordings into text format. This premium feature is priced at $0.03675 for each recorded minute and adds to your existing call recording charges.

Advantages of Using Call Transcription

Automated Text Generation: All recorded inbound and outbound calls receive automatic transcriptions, eliminating manual work and saving valuable time.
Integrated Access: Transcribed content appears directly within the conversation interface, making call information easily accessible and searchable.
Faster Content Review: Scan through call details quickly by reading text rather than playing back entire audio recordings.
Team Development Tool: Leverage transcriptions to mentor staff members on phone etiquette and communication best practices.
Comprehensive Documentation: Create written records of all conversations for future reference, regulatory compliance, or business documentation needs.

Activation Steps for Call Transcription

Access Settings within your sub-account dashboard.
Select Phone Numbers from the menu options.
Navigate to the Advanced Settings section, then choose Voice Calls.
Check the Enable Call Transcription option located under Voice Intelligence to activate the feature.

Important: This premium service incurs charges of $0.03675 per minute in addition to your existing call recording costs.

Accessing Your Call Transcriptions

Go to the Conversations section in your sub-account.
Locate the Contact whose call transcription you need.
Select the View Transcript button found beneath the audio playback controls for the specific call.

Common Questions and Answers

Q: Is call recording required for transcription to work? Absolutely. The transcription feature depends on call recording being active for your phone numbers. Without recording enabled, calls cannot be transcribed.

Q: What are the transcription service fees? The cost is $0.03675 for each recorded minute, which is added to your regular call recording charges.

Q: Will previously recorded calls be transcribed when I enable this feature? No. The transcription service only applies to calls recorded after activation.

Q: Where do I access my transcriptions? Transcriptions appear on the Conversations page alongside each call record, positioned next to the audio playback options.

Q: Is it possible to turn off transcription after enabling it? Yes. Navigate back to Settings → Phone Numbers → Advanced Settings → Voice Calls and uncheck the Enable Call Transcription option to deactivate the service.