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.

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.