Conversation transcripts

A transcript record holds the written text of one conversation, together with the channel it came from, the record it belongs to and an optional summary. Transcripts sit behind the call register and call insights: a call record never stores conversation text itself, it only carries a Transcript status, and the analysis reads the text from the transcript linked to the call. Practice calls in the Practice Library keep their conversation in a transcript record too.

Overview

There is one store for every channel. Each transcript has a Channel (Voice, Chat, SMS, Email, Web or a messaging app) and points back to the conversation it transcribes through three source fields: Source entity (the record type, for example Call), Source record id (that record's identifier) and Source (its display name). It also records the Contact and Account involved, the full text in Transcript, a Summary, and the time, language and provider details.

Most transcripts are created by the platform, not typed by hand:

The built-in telephony does not transcribe calls. Calls handled through it never receive a delivered transcript, so their transcript records (created when someone runs the analysis) have no text. To get real call transcripts into xMatix, an integration has to write them (see Configuration).

Transcripts are not in any app's navigation in the shipped setup. You reach the list from the App Launcher.

When to use it

• Supervisors and team leads: to read what was said on a call when your organization delivers transcripts, or to check what the stored analysis says.
• Trainers and coaches: to review a practice call's conversation line by line.
• Administrators and integrators: to load transcripts from an external recording or transcription service so that call insights have text to analyze, or to clean up empty transcripts before re-running the analysis.

How xMatix handles it

Defaults when a transcript is created. If you leave them empty:

• Channel is set to Voice.
• Status is set to Ready.
• The record's name becomes Voice transcript (or Chat transcript, and so on, after the channel).
• Words is counted from the Transcript text.

These defaults apply only when the record is first saved. Changing the text later does not recount Words.

How call insights use it. When a call is analyzed, xMatix looks for a transcript whose Source entity is Call and whose Source record id is that call:

1. Reading: the Transcript text of that record is what the analysis reads. No transcript, or an empty one, gives the "No transcript is available yet for this call." result.
2. Storing: the analysis result is saved into that transcript's Summary in a structured text form, and the transcript's Status and the call's Transcript status are both set to Ready. If no transcript existed, one is created first, named Voice transcript · calling number.
3. Reusing: the next time the call is analyzed, the stored Summary is returned instead of running the analysis again, unless someone selects Refresh.

The insights card shows the analysis in readable form. The Summary field on the transcript record shows the same result as raw structured text, so read it in the card, not on the record.

Names on generated transcripts. Call transcripts are named Voice transcript · calling number. A practice call transcript is named Chat transcript, and its Source shows the practice attempt's name.

Practice call text. Each line of a practice transcript starts with the speaker, Customer: or Rep:. The customer's opening line is written when the session starts, then each of your turns and the customer's reply are added, and End moves forward with every turn. Words is counted only once, when the session starts, so on practice transcripts it reflects the opening line, not the whole conversation.

On the call screens. The connected-call view in the softphone's Calls drawer has a Transcript tab. It shows only a placeholder, and no text appears there. The call record itself shows Transcript status on its Notes & Recording tab, not the transcript.

Prerequisites

• Access to the Transcript record type through your security profile (see Permissions).
• For call transcripts with real text: an integration that delivers them. The built-in telephony does not.
• For analysis results: see the call insights prerequisites.

Procedure

Step 1 — Open the transcript list

1. Open the App Launcher.
2. Under All Entities, select Transcripts. You can type Transcripts in the launcher's search box to find it.

The default view, All Transcripts, opens. Its columns are Transcript (the record's name), Start, Channel, Direction, Source, Contact, Status and Words. The toolbar search looks in the Transcript name column.

An administrator can also add Transcripts to an app's navigation (see Configuration).

Step 2 — Find the transcript for a call or practice session

• For a call: filter Source on the call's name, for example Inbound call · 5550142, or search for the calling number, which is part of a call transcript's name.
• For a practice call: filter Channel on Chat and Source on the scenario's name.
• By customer: filter Contact.

Transcripts created by call insights have no Start, so sort or filter on Start only when your transcripts come from an integration.

Step 3 — Read a transcript

Select the transcript's name. The header shows Channel, Direction and Status. The page has four sections:

• Channel Details: Channel, Direction, Status, Start, End, Language and Provider.
• Related Records: Contact, Account, Source record id, Source entity and Source.
• Content: Transcript, Summary and Words.
• System Information: the record's audit details.

The page header also gives you the record's history, because changes to transcripts are audited.

Step 4 — Add a transcript by hand

Use this to store the text of a conversation that happened outside xMatix, for example a chat exported from another tool.

1. In the Transcripts list, choose New.
2. Fill Account and Contact.
3. On the Channel Details tab, set Channel, Direction, Status, Start, End, Language and Provider as needed.
4. On the Content tab, paste the text into Transcript. Add a Summary if you have one. Leave Words empty to have it counted for you.
5. Save.

The record is named after its channel, for example Chat transcript. The New form has no Source entity or Source fields, and Source record id is meant to be filled by the system. A transcript added this way is therefore not linked to any call, and call insights will not read it. To attach text to a specific call, use the data API (see Configuration).

Step 5 — Correct a transcript

• On the transcript page: edit fields in place. This is the only place where Source entity and Source can be changed.
• With Edit: choose Edit in the page header, or on the row in the list, to open the same form as New.

Save your change. If you changed the text of a call transcript and want new insights, open the call in the supervisor console and select Refresh, because the stored result is not regenerated on its own.

Step 6 — Delete a transcript

Choose Delete in the page header, on the list row, or select several rows and use Delete in the list header. Confirm.

Deleting a call's transcript does not change the call's Transcript status. The next time the call is analyzed, a new, empty transcript is created.

Step 7 — Export or report

Use the list's export, or build a report on the Transcript record type. Channel, Status and Source entity are useful groupings.

Fields

Business rules

• Defaults on create: Channel Voice, Status Ready, a name built from the channel, and a word count when there is text.
• One transcript per call is expected. Call insights read and update the first transcript they find for the call. If a call has more than one (for example an empty one from an earlier analysis and a delivered one), which one is read is not defined. Delete the empty one.
• Stored analysis is reused. A Summary that holds an analysis result is returned as it is until someone selects Refresh. Any other text in Summary is replaced the next time the call is analyzed.
• Status pointer on the call. The call's Transcript status is set to Ready when a transcript is delivered or when the call is analyzed, even if there was no text. Adding, editing or deleting a transcript yourself does not change it.
• No cascade. A transcript is linked to its source by identifier only. Deleting a call or a practice attempt does not delete its transcript.
• Audited. Changes to transcripts are kept in the record history.

Example

Your organization uses an external call-recording service that writes transcripts into xMatix after each call. A customer calls about a delayed spare-parts delivery.

1. The call is answered in the softphone and logged as Inbound call · 5550142.
2. Ten minutes after the call ends, the recording service creates a transcript through the data API with Source entity Call, the call's identifier as Source record id, Channel Voice and the full conversation in Transcript. xMatix names it Voice transcript and counts 412 words.
3. The team lead opens the call in the supervisor console. The insights card runs the analysis on the delivered text and shows a summary, sentiment and coaching notes. The result is stored in the transcript's Summary, and the call's Transcript status becomes Ready.
4. The team lead opens Transcripts from the App Launcher, filters Source on Inbound call · 5550142 and reads the full conversation on the Content tab.

Training

Practice exercise

In a sandbox:

1. Open the App Launcher, select Transcripts and choose New.
2. On Channel Details, set Channel to Chat and Direction to Inbound.
3. On Content, enter in Transcript: "Customer asked for the price list. Agent emailed it the same day."
4. Leave Status, Words and the name empty, and save.

Expected result:

• The record is named Chat transcript.
• Status is Ready and Words is 12.
• Source entity and Source are empty, so the transcript belongs to no call.
• Change the text on the record page and save: Words stays 12.

Quick reference

• Transcripts are opened from the App Launcher → All Entities → Transcripts.
• A call never stores its text. Its transcript record does.
• The built-in telephony does not transcribe, so its call transcripts are empty.
• Call insights read the transcript whose Source entity is Call and Source record id is the call.
• The analysis result is stored in the transcript's Summary. Read it in the insights card.
• Refresh in the insights card is the only way to re-analyze changed text.
• Words is counted once, when the record is created.
• One transcript per call: delete empty duplicates.

Permissions

Transcripts can hold personal information from customer conversations, so grant the record type only to the roles that need to read them (see security model).

Configuration

• Navigation: to put Transcripts in an app, go to Setup → Design Studio → Apps, open the app and use Manage Items to add the Transcript record type (see create an entity).
• Loading call transcripts from another service: create one transcript per call through the data API with POST /api/1.0/data/Transcript. Send relatedEntityName set to Call, relatedEntityId set to the call's identifier, channel Voice and the text in content. Optionally send relatedEntityLabel (the call's name), contactId, accountId, startUtc, endUtc, language and provider. Then run the analysis with Refresh in the insights card, because writing a transcript does not trigger it and does not change the call's Transcript status.
• Picklists: Channel, Direction and Status are ordinary picklists. The seeded forms, however, carry their own fixed value lists for these three fields, so a value you add to the picklist appears on the forms only after you edit the layouts in the designer.
• Forms and views: the seeded layouts are Transcript Create, Transcript View and Transcript Preview, and the view is All Transcripts. Change them in the designer like any other record type (see design a form layout). The record page header shows only Edit and Delete.
• AI model for analysis: the model that reads transcripts is set in Setup → Sense AI Studio → Models (see call insights).

Common problems

Call insights say "No transcript is available yet" although I added a transcript

A transcript added with New is not linked to the call, because the form cannot set Source entity and Source record id. Load it through the data API with Source entity Call and the call's identifier, then select Refresh in the insights card.

The insights still show the old result after the transcript arrived

The analysis is stored once and reused. Select Refresh in the supervisor console's insights card. If the call also has an older, empty transcript from an earlier analysis, delete that one first so the delivered text is the one read.

The Summary field is full of brackets and quotes

That is the stored analysis result in structured text form. Read it in the call insights card. Don't replace it with your own text: anything that is not an analysis result is overwritten the next time the call is analyzed.

Words shows a small number on a long practice transcript

Words is counted only when the record is created. A practice transcript is created with just the customer's opening line, and later turns are added without a recount. Clear Words and type the right number if you need it, or ignore it for practice transcripts.

Every call transcript is empty

Your calls run on the built-in telephony, which records calls but does not transcribe them. The empty transcripts were created when someone opened or analyzed the calls. Real text needs an integration that writes transcripts.

Transcripts are not in my app's menu

They are in no app's navigation in the shipped setup. Use the App Launcher → All Entities → Transcripts, or ask an administrator to add them to an app.

Common questions

Does xMatix transcribe my calls?

No. The built-in telephony records calls where recording is set up, but it does not turn speech into text. A transcript record appears for a built-in call only when someone runs call insights on it, and that record has no text, so the result says no transcript is available yet. Calls get real transcripts when your organization connects a service that writes them into xMatix, either a telephony integration that delivers transcripts or an integration that creates transcript records through the data API. Once the text is there, call insights can summarize it.

Are Sense AI chat conversations stored as transcripts?

No. Transcript records come from call insights, delivered call transcripts, practice calls and records added by hand or by an integration. Sense AI chat conversations are not written to them. The standard Tenant Adoption dashboard has tiles named Sense AI Conversations and Sense AI Conversations by Channel, but both count transcript records, so they show call and practice transcripts, not Sense AI chats.

Can I edit a transcript?

Yes, if your profile has edit access to the Transcript record type. Edit fields in place on the transcript page, or use Edit. Changes are kept in the record history. Changing the text does not update the call insights on its own: select Refresh in the insights card to analyze the corrected text, and remember that Words is not recounted.

What happens to the transcript when a call is deleted?

It stays. A transcript points to its call by identifier only, so deleting the call leaves the transcript in the list with its Source still showing the call's name. Delete the transcript separately if it should go too. The same applies to practice call transcripts when a practice attempt is removed.

Related topics

• Calls, dispositions and recordings
• Call insights
• Using the softphone
• The supervisor console
• Data API
• Transcript — entity reference