Who This Is For / When to Use
Teams that record inbound or outbound calls and need written records.
Businesses with compliance, QA, or documentation requirements.
Users who want to review calls quickly without listening to full recordings.
Prerequisites
Call recording must be enabled for the phone number or IVR workflow.
Only recorded calls can be transcribed.
What Call Transcription Does
Automatically generates transcripts for:
Inbound calls
Outbound calls
IVR calls
Displays transcripts directly inside the conversation thread.
Links transcripts to the associated contact record.
How to Enable Call Transcription
Go to Settings.
Select Phone Numbers.
Open Advanced Settings.
Click the Voice Calls tab.
Enable Call Transcription under Voice Intelligence.
Once enabled, transcripts are generated automatically for all recorded calls.
Where to Find Call Transcriptions
Go to Conversations.
Open the contact conversation that contains the call.
Locate the recorded call entry.
Click View Transcript below the call player.
The transcript opens inline with the conversation and remains accessible for future review.
How Transcriptions Appear in Conversations
Each recorded call shows a call player.
A View Transcript link appears once transcription is available.
Transcripts are stored with the conversation and contact timeline.
Benefits of Call Transcription
Efficient documentation: Automatically maintains written call records.
Faster review: Scan conversations without replaying audio.
Improved accountability: Supports quality assurance and compliance needs.
Better collaboration: Team members can reference exact call content.
Common Issues and Fixes
Transcript not showing
Confirm call recording is enabled.
Allow a short delay after the call for transcription processing.
Refresh the conversation view.
Transcript is inaccurate
Review audio directly for confirmation.
Background noise, accents, or call quality may affect accuracy.
FAQ
What is Call Transcription?
Call Transcription automatically converts recorded inbound, outbound, and IVR calls into text transcripts that are attached to conversations.
How does automatic transcription work?
Once call recording is enabled, Kyrios generates transcripts automatically without any manual action.
How do I enable Call Transcription?
Go to Settings > Phone Numbers > Advanced Settings > Voice Calls and enable Call Transcription under Voice Intelligence.
Where can I access call transcripts?
Transcripts are available directly inside the Conversations view under each recorded call.
Do I need to configure anything after enabling it?
No. After enabling Call Transcription, transcripts are generated automatically for all recorded calls.
Can I turn off Call Transcription?
Yes. You can disable it by returning to Settings > Phone Numbers > Advanced Settings > Voice Calls and turning off Call Transcription.
Can I view both the audio and transcript together?
Yes. The call recording and transcript are available in the same conversation view for easy reference.