Help Center

Call Recording and Transcriptions

* Page referenced in this article: phone numbers page.

A phone call transcription is a written, word-for-word record of everything said during a phone call. Instead of listening to the entire recording, you can quickly read through the conversation — making it easy to find specific information, review what was discussed, or share the content with team members.

Transcriptions help with:

• Quick reference — Find details without scrubbing through audio
• Documentation — Maintain a searchable record of client conversations
• Coaching & training — Identify opportunities to improve communication and process
• AI features — Power call summaries, scorecards, sentiment analysis, and participation metrics

Step 1: Enable Call Recording

Calls must be recorded before they can be transcribed.

1. Click your profile name in the top navigation.
2. Select Settings.
3. Go to Phones and texts → Phone numbers .
4. Click the Settings (gear icon) for the phone number.
5. Enable recording for:
   • Inbound calls
   • Outbound calls
6. Click Save.

You can also exclude specific calls from recording based on:

• Contact Stage
• Client Status
• Account Status

To use call recording and transcription, ensure the feature is enabled in your Subscription .

Step 2: Enable Automatic Call Transcription

To automatically transcribe recorded calls:

1. Go to Phones and texts → Phone numbers .
2. Click the Settings (gear icon).
3. Select Claudia AI settings.
4. Under AI transcription & call summary, enable Transcribe calls.
5. Click Save.

Once enabled, all recorded calls on that number will be transcribed automatically after completion.

Manual Transcription (On-Demand)

You can also transcribe an individual recorded call:

1. Go to Inbox → Calls .
2. Locate the recorded call.
3. Click the three-dot menu (⋮).
4. Select Transcribe call.

How to View a Call Transcription

You can view transcriptions in two places:

Option 1: From Inbox → Calls

1. Go to Inbox → Calls .
2. Find the call in the list.
3. Click the three-dot menu (⋮).
4. Select View transcription.

Option 2: From the Contact Record

1. Open the Contact associated with the call.
2. Go to the Calls tab.
3. Find the call.
4. Click the three-dot menu (⋮).
5. Select View transcription.

A panel will open displaying the full transcription.

Download a Call Transcript as PDF

You can export any call transcript as a PDF directly from the transcript viewer. The PDF includes the transcript in a clean, printable format.

How to download a transcript as PDF

1. Open the call transcription from Inbox → Calls or from the contact’s Calls tab.
2. Wait for the transcript to finish loading in the panel.
3. Click Download PDF in the top-right corner of the transcript viewer.
4. Your browser will generate and download the PDF automatically.

What the PDF includes

• Call date and time
• Call duration
• List of participants
• Full transcript with speaker turns
• Timestamps for each speaker segment

Notes

• The Download PDF button appears only after the transcript has fully loaded and contains content.
• If a call has not been transcribed yet, the button will not appear.
• The PDF reflects the latest transcript data available in LeadCenter.
• This also works for virtual meeting transcripts in the meeting transcription viewer.

Remove a Call Transcription or Recording

You can remove a phone call transcription or recording from your LeadCenter account without deleting AI-generated notes that were already saved separately.

1. Go to Inbox → Calls or open the contact's Calls tab.
2. Open the transcription panel to remove the transcript, or use the trash icon next to a call recording to remove playback access.

Important: Removed call transcriptions and recordings are hidden from your account. Your firm may retain copies for support, backup, or regulatory purposes. Contact support if you need an item restored.

What You’ll See in the Transcription

• Speaker labels — Identifies participants (e.g., Advisor and Client)
• Timestamps — Indicates when statements occurred
• Full conversation text — Word-for-word transcript

Transcriptions are linked to the call record and can be used by other AI features such as call summaries, scorecards, and sentiment analysis.

Requirements

• The call must be recorded
• The call must be transcribed (automatic or manual)
• Your subscription must include call recording and transcription

Troubleshooting

“No transcription available”

• The call may not have been transcribed yet.
• Use Transcribe call from the actions menu.
• Confirm recording was enabled before the call occurred.

Missing speaker labels

• Poor audio quality can make speaker identification difficult.

Transcription incomplete

• Very short calls may not generate full transcripts.
• Background noise or overlapping speech can reduce accuracy.

No recording available

• Recording may not have been enabled at the time of the call.
• Confirm inbound/outbound recording settings are active.