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Freshcaller's call transcription feature is similar to the "speech to text" feature, which converts your call recordings to readable text. 

Listening to call recordings can sometimes be time-consuming, especially when you want to know what exactly the call was regarding. However, call transcripts allow you to read and understand the context of a call easily. 

For example, as an admin or a supervisor, if you want to evaluate an agent's performance or analyze customer requirements, you can quickly read the call transcripts.


How does call transcription work?

If call recording and call transcription options are enabled for a number in your account, both your incoming and outgoing calls from that number will be converted to transcriptions. 

Once a call is completed, the recorded conversation is converted to readable text. You can then view the transcripts in the Call Metrics section.


Note: Call transcription works only if call recording is enabled for a number. Also, currently this is supported only in English.


User Requirements: To enable call transcriptions, you must have admin or account admin access.


Currently, this feature is enabled only on request for Forest customers. To add this feature to your account, contact support.freshcaller.com.


This article contains the following sections:


Enabling Call Transcriptions

  1. Log in to your Freshcaller account.
  2. Go to Admin Settings > Numbers. You can see the list of available numbers in your account. If you do not have any number, you can purchase a new number using the Buy New Number option.
  3. Hover over the number for which you want to enable voicemail transcription and click on the edit icon. You will see the Number Properties tab.
  4. Toggle the Call Transcription option.
  5. Click Save Changes.

Viewing Call Transcripts

Once you enable the call transcriptions for a number, all calls to and from this number will be transcribed.

Notes: Agents and supervisors can also view the call transcripts in the Call Metrics section.


To view the call transcription:

  1. Go to the Call Metrics tab.

  2. Tap on a call record to open the call details.

  3. Click on the Call Transcript tab to view and read the converted text. Here, you can see the entire conversation that you had with your customer.

  4. You can also download the transcripts.