Call Transcription
- Please note that when integrating a new telephony provider, Zia will assess and determine if transcription is feasible for that particular vendor.
Enabling Call Transcription feature
- In your CRM account, go to Setup (
), and then click Communication under the Zia options.
- Navigate to the Call Transcription tab.
- Check the boxes to agree to the terms of service and pricing, and to authorize access to call recordings.
- Click Get Started.
- In the Create Call Transcription pop-up, complete the following steps:
- Set the maximum minutes to spend in a month.
- Choose whether to transcribe calls of all users or selected users, and select from the list of users, roles, profiles, territories, etc.
- Select the module(s).
You can also specify record selection criteria in case you select a single module (e.g., Leads or Contacts). - Select the type of calls you wish to transcribe: incoming, outgoing, or both.
- Select the maximum duration of a call qualified for transcription.
- Click Save.
- The Call Intelligence tab will only be available once call transcription is set up. Learn more about call intelligence.
- Only admins can configure call transcription.
- Admin users can enable call transcription for specific users and profiles.
- Each line of text in a call transcript is attributed to the identity of each speaker in the conversation.
- Admins can choose either incoming calls, outgoing calls, or both, according to their needs.
- Admins can set limitations for call transcription according to call duration (in minutes).
- Admins can set a maximum threshold amount of time for calls in minutes for call transcript to be processed.
- Custom field labels are shown in the notes section of the configuration page once the call transcript is created.
- This feature is supported only for paid users in Zoho CRM.
- Admins won't be able to see the welcome screen after enabling the feature.
- This feature only handles upcoming calls for transcription, not calls made or received prior to enabling it.
- The maximum amount of minutes an organization can transcribe per month is limited to 18,000 minutes or 300 hours.
- Only the English language is supported.
Pricing
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