Transcription Settings and Keyword Spotting

Enabling Transcription on an Offer

Post-call transcription is a premium service configured
per offer. In the offer's Premium Services section,
enable "Post-Call Transcription & Keyword Spotting" and
select a transcription flow group. The group's flows
decide which calls get transcribed. Post-call
transcription is billed at your transcription rate, shown
on your billing rate sheet.

Transcription Flows

Each flow in a group defines which recordings to
transcribe and what to do with the text:

• Filters: the flow only applies to calls that match.
• Transcribe These Recordings: choose Call Recording (the full mono recording), Consumer And Agent, or Consumer And Buyer. The two-party recordings are stereo, which has more accurate transcription and per-speaker attribution.
• Keyword Spotting: select a transcription keyword group to scan transcripts for predetermined terms and trigger actions when those terms are identified.
• Actions And Webhooks Group: a set of actions and webhooks fired when the transcription flow matches.
• PII redaction: optionally redact personally identifiable information from the transcript. You choose which categories to redact: Personal Details, Government Issued IDs, Contact, Financial, Medical, Online Identifiers, Occupation & Professional, and Events & Dates. Redaction is billed at an additional per-minute rate.

Keyword Groups

A keyword group is a named collection of keyword entries.
Each entry configures:

• Keywords: the words or phrases to detect. Matching is case-insensitive.
• Detection Channel: detect on the "Caller" channel, the "Others" channel, or "All" speakers. Per-channel detection requires dual channel (stereo) audio.
• Additional tokens: data applied to both the lead and the call when a keyword matches.

When keywords match, they are highlighted in the stored
transcript and listed on the transcription record, where
the transcriptions grid can display and filter on them.

Viewing Transcripts

Transcripts appear on the call's detail page in the
Transcriptions section, showing the audio player, the
matched flow, spotted keywords, and the conversation with
per-speaker attribution and timestamps. A company-wide
transcriptions list is also available for searching and
exporting, and historical calls can be transcribed
retroactively with a batch action.

See the Call Recording and Transcription article for how
recordings and transcripts relate to calls.