Call Transcription | Zoho CRM

Call Transcription

Call Transcription is available only for users in the US, EU, IN, CA, and SA DCs.
Call transcription feature automatically transcribes your call audio recordings into plain text in the Call Activity module. This feature is supported by Google's speech recognition service.
Please ensure that using the call recording and transcription features do 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.


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 have Call Recording enabled in your Telephony integration.
  1. 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

Call transcription will be available for accounts using Enterprise and above editions with more than 20 user licenses in the organization.
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 of 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 spent 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. 

Note:
  1. The Call Intelligence tab will only be available once call transcription is set up. Learn more about call intelligence.
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 either incoming calls, outgoing calls, or both, according to their needs.
  5. Admins can set limitations for call transcription according to call duration (in minutes).
  6. Admins can set a maximum threshold amount of time for calls in minutes for call transcript 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 users in Zoho CRM.
  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 prior to enabling it.
  11. The maximum amount 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.

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