Why it matters
Transcripts reduce manual note-taking and make it easier to review conversations. They help teams quickly search for details, understand call outcomes, and use AI tools to analyze call content.
Key Concepts
Call transcript: A written version of a recorded Whippy Business Phone call stored in the contact’s conversation.
Call recording: The audio file captured during a Whippy Business Phone call.
Call analysis: Insights such as summaries, completion ratings, tasks, or caller sentiment (when available) shown alongside a call.
All Calls: A centralized view where you can browse every Whippy Business Phone call across the organization.
Step-by-Step: View a Call Transcript
Open All conversations and select the contact’s conversation.
Scroll to the call entry in the conversation timeline.
Click Show full transcript to expand the transcript.
Optional: View transcripts from the call log:
Open the All Calls view from the left-side menu.
Select a call entry.
Review the transcript in the call record (for example, within the call details panel).
Tips and Best Practices
Use call transcripts to confirm next steps, commitments, and key details without replaying the full recording.
Check call analysis fields (for example, summary or sentiment) when available to speed up review.
Keep transcripts in the conversation thread so the full contact history stays in one place.
Troubleshooting
Issue | Possible Cause | Fix |
Transcript not showing | Recording or transcription was not enabled for the channel or call route | Enable Recordings and Transcriptions in the channel’s Call Flow settings (and, for Direct Connection, enable recording/transcription for forwarded calls) |
Audio not playing | Browser limitations or audio device settings | Download the recording and play it locally, or check audio settings |
Call analysis missing | Call analysis is not available for that call | Review the recording and transcript directly (no further action available) |
Transcript text incomplete | Recording ended early or call ended unexpectedly | Review call flow settings and confirm recording remains enabled for the full call |