Call Transcription | Zoho CRM

Call Transcription

Call Transcription converts recorded call audio into searchable plain text within the Call Activity module. Once enabled, the transcription is attached directly to the corresponding call record — so users can review a conversation without replaying the recording. This is especially useful for sales teams and account managers handling frequent calls, giving them a written reference to track customer requirements and ensure nothing is missed during follow-ups.

Transcription is powered by either Zoho's proprietary engine or Google's speech recognition service. Select the corresponding tab below and follow the instructions provided for your chosen service.

Zoho
Google
Zoho
  1. AlertPlease ensure that the use of call recording and transcription features does not violate your company's policy and the laws applicable to your country or countries whose laws your country is obliged to follow.
  2. If the call recording feature is not active or is discontinued, the call transcription service will automatically be paused.
  3. When integrating a new telephony provider, Zia will evaluate whether transcription is feasible for that vendor.
  4. Call transcription is available for all telephony providers, except for the ones listed below:
    1. Call Center Studio for Zoho
    2. TCN for Zoho
    3. Ciptex RACE for Twilio Flex
    4. Xcally
    5. Moitele
    6. ComMeeTT
    7. Genesys Cloud
    8. Ziwo for Zoho
    9. Five 9
    10. Amazon Connect
Info
Pre-requisites
  1. Call transcription is available for organizations with built-in telephony integration, vendor integration, or URLs connected via APIs.
  2. To enable call transcription in your organization, you need to enable Call Recording in your Telephony integration.

Enabling Call Transcription

Alert
Call transcription will be available for accounts using Professional editions and above.
To enable call transcription
  1. In your CRM account, navigate to Setup and then click Communication under the Zia options.
  2. Navigate to the Call Transcription tab.
  3. Check the boxes to agree to the terms of service and to authorize access to call recordings.
  4. Click Get Started.
  5. In the Create Call Transcription pop-up, complete the following steps:
  6. Choose whether to transcribe calls of all users or selected users, and select from the list of users, roles, profiles, territories, groups, etc.
  7. Select the module(s).
  8. You can specify record selection criteria when you select a single module, such as Leads or Contacts.
  9. Select the type of calls you wish to transcribe: incoming, outgoing, or both.
  10. Select the maximum duration for a call to be eligible for transcription.
  11. Click Save.
Once you enable the feature, you will be directed to the Call Transcription dashboard. In this dashboard, you can view the call limits for the current month, including the total minutes allowed, the minutes already used, and the remaining minutes. Additionally, you can find detailed information about the call transcription feature, such as the modules and profiles associated with it, the types of calls for which transcription is enabled, and the maximum duration of a single call that can be transcribed.

You can turn call transcription on or off using the toggle available at the top of the page.

Notes
Note:
  1. The Call Intelligence tab will be available only after call transcription is set up.
Alert
Points to remember
  1. Only admins can configure call transcription.
  2. Each line of text in a call transcript is attributed to the identity of each speaker in the conversation.
  3. Custom field labels are shown in the notes section of the configuration page once the call transcript is created.
  4. This feature is supported only for paid Zoho CRM users.
  5. Admins won't be able to see the welcome screen after enabling the feature.
  6. This feature only handles upcoming calls for transcription, not calls made or received before enabling it.
  7. The maximum number of minutes an organization can transcribe per month is limited to 18,000 minutes (300 hours).
  8. Transcription is available only for languages supported by your account’s data center as detailed below:
    1. US, EU, and IN - English, Hindi, Spanish, German, French, Italian, Dutch, Portuguese, and Russian
    2. AU, CA, UK, SG, UAE, and JP - English and Hindi

Supported MIME Types

A MIME type is a piece of metadata that indicates the type of content contained in a file. For example, an MP3 audio file is usually identified as audio/mpeg. When you enable call transcription, Zia analyzes a recent call recording from your account to check if the recording has a supported MIME type (the media type that specifies a file's format) and whether it can be transcribed.

Therefore, to help Zia validate transcription support, make sure your account has at least one recent call recording in WAV, FLV, FLAC, WebM, MP3, WMV, Opus, SWF, M4A, MP4, MPEG, MPG, MOV, AVI, or MKV format.

Pricing

As of today, there are no charges for call transcription regardless of the amount of audio processed.
Google
AlertPlease ensure that using the call recording and transcription features does not violate your company's policy, or the laws of the country or countries whose laws your country is obliged to follow. If the call recording feature is not in use or is discontinued, the call transcription service will also be paused by default.
Info
Pre-requisites
Call transcription is available for organizations with built-in telephony integration, vendor integration, or URLs connected via APIs. However, it is important to note that when integrating a new telephony provider, Zia will assess and determine if transcription is feasible for that particular vendor.

To enable call transcription in your organization, you need to enable Call Recording in your Telephony integration.
  1. Please note that when integrating a new telephony provider, Zia will assess whether transcription is feasible for that vendor.

Enabling Call Transcription

Alert
Call transcription will be available for accounts using Professional and above editions.
To enable call transcription
  1. In your CRM account, go to Setup (  ), and then click Communication under the Zia options.
  2. Navigate to the Call Transcription tab.
  3. Check the boxes to agree to the terms of service and pricing, and to authorize access to call recordings.
  4. Click Get Started.
  5. In the Create Call Transcription pop-up, complete the following steps:
    1. Set the maximum minutes to spend in a month.
    2. Choose whether to transcribe calls for all users or selected users, and select from the list of users, roles, profiles, territories, etc.
    3. Select the module(s).
      You can also specify record selection criteria in case you select a single module (e.g., Leads or Contacts).
    4. Select the type of calls you wish to transcribe: incoming, outgoing, or both.
    5. Select the maximum duration of a call qualified for transcription.
  6. Click Save.
Once enabled, you're then taken to the Call Transcription dashboard. Here, you can see the various call limits used for the month or remaining to be used. You can also view the specifics of the call transcription feature, such as the total limit of minutes for the particular month, the minutes spent, the remaining minutes, and other configuration details such as the modules, profiles, the type of call that call transcription is enabled for, and the maximum duration of a single call for it to be transcribed.

You can enable or disable call transcription using the toggle option available at the top of the page. 

Notes
Note:
  1. The Call Intelligence tab will only be available once call transcription is set up. Learn more about call intelligence.
Alert
Points to remember
  1. Only admins can configure call transcription.
  2. Admin users can enable call transcription for specific users and profiles.
  3. Each line of text in a call transcript is attributed to the identity of each speaker in the conversation.
  4. Admins can choose incoming calls, outgoing calls, or both, depending on their needs.
  5. Admins can set limitations for call transcription according to call duration (in minutes).
  6. Admins can set a maximum call duration (in minutes) for call transcripts to be processed.
  7. Custom field labels are shown in the notes section of the configuration page once the call transcript is created.
  8. This feature is supported only for paid Zoho CRM users.
  9. Admins won't be able to see the welcome screen after enabling the feature.
  10. This feature only handles upcoming calls for transcription, not calls made or received before enabling it.
  11. The maximum number of minutes an organization can transcribe per month is limited to 18,000 minutes or 300 hours.
  12. Only the English language is supported.

Pricing 

Call transcripts are priced based on the amount of audio successfully processed, measured in increments rounded up to 30 seconds; in other words, for every 30 seconds of transcription you will be charged $0.012 (or $0.024 per minute). All call transcription spending will be charged monthly, irrespective of your normal billing cycle.