Managing Recordings, Transcripts, and Summaries

Aug 19, 2025

Enable call recordings and AI-powered insights to improve support quality, ensure compliance, and gain visibility into customer conversations.

Prerequisite

Ensure your role has the "Manage Voice" permission enabled.

1. Go to the Voice Settings page.
2. Select the phone number you want to configure.
3. On the number’s detail page, navigate to the Settings tab.

Feature Overview

Call Recording

Records the complete audio of customer calls.

Use cases:

Quality assurance
Compliance tracking

Transcripts (Requires Call Recording to be enabled)

Automatically transcribes recorded calls into text.

Benefits:

Easier review of long conversations
Searchable call content

Summaries (Requires Transcripts to be enabled)

AI-generated brief of the call.

Includes:

Key discussion points
Customer intent

Transcript Redaction (Requires Transcripts to be enabled)

Automatically redacts sensitive information such as:

Card details (PCI)
Personally identifiable information (PII)

Note: Transcript redaction is enabled by default. If disabled, sensitive data may be visible in both transcripts and summaries.

Accessing Recordings & Insights

Call recordings appear as part of the ticket update.
If transcription is enabled, the full transcript is available within the ticket.
If summary is enabled, it is shown directly in the ticket for quick viewing.
You can also download or delete recordings if you have manage voice permission