Call transcription converts recorded audio calls into written text. 

Use this guide to learn how to enable and configure call transcription.

Note: Call transcription requires that call recording is enabled. For more information, see our Configure call recording as an administrator on the desktop app guide. 

1. Go to Settings. 
2. Select the Configuration icon. 
3. Click Transcribe. 

4. Click Edit. 
5. Select the plus icon.
6. To edit the rule, click any field under the Condition column. 

7. Modify the following transcription rules as desired:
   1. Call Type — Which calls the rule applies to by direction or type.
   2. Call Length From/To — Minimum and maximum call duration parameters. Turn on From to skip very short calls, like hang-ups or wrong numbers. Turn on To to cap very long ones. With both set to no, the rule applies to calls of any length.
   3. Skills — Limits the rule to calls handled through specific skills.
   4. HashTags — Limits the rule to calls tagged with specific hashtags.
   5. Percent — The share of matching calls to transcribe. 100 means every matching call, indicated by Every label in the list. A lower number, like 20, samples a portion of calls, which is useful for QA spot-checks or keeping costs down.
   6. Model — Defines the transcription engine and language.
   7. Redaction — Optional masking of sensitive data in transcripts, such as card numbers or other personal details.
8. Click Save.

Determine the desired rule order. Click Edit and move rules up or down using the arrows. Rules are checked top to bottom, and the first match takes effect. A Do Not Transcribe rule is commonly placed at the bottom as a catch-all. Click Save.