The written text of one conversation, on any channel, linked by identifier to the record it transcribes (for example a call or a practice attempt). Call records never store conversation text; they only carry a Transcript status, and call insights read the text from the transcript whose Source entity is Call and whose Source record id is the call, then store the analysis result in its Summary. Transcripts are created by call insights (an empty Voice transcript when the call has none), by a telephony integration that delivers transcripts, by practice calls (a Chat transcript updated every turn), or by hand and through the data API. The built-in telephony does not transcribe calls. On create, an empty Channel becomes Voice, an empty Status becomes Ready, the name is built from the channel and the word count is taken from the text. Transcripts are in no app's navigation in the shipped setup; open them from the App Launcher under All Entities.
Fields
| Field | Label | Type | Required | What it does |
|---|
AccountId | Account | Lookup → Account | | The customer account involved in the conversation. Copied from the call on call transcripts. |
Channel | Channel | PickList | | Where the conversation took place. Defaults to Voice when left empty. Call transcripts are Voice and practice-call transcripts are Chat. The seeded forms carry their own fixed list of values for this field. Values: Voice, Chat, SMS, messaging apps, Email, Web. |
ContactId | Contact | Lookup → Contact | | The person the conversation was with. Copied from the call on call transcripts. |
Content | Transcript | MultiLineText | | The full text of the conversation. Empty on transcripts that call insights created for calls handled by the built-in telephony. Practice-call lines start with Customer: or Rep:. |
Direction | Direction | PickList | | Inbound or Outbound, copied from the call on call transcripts. Empty on practice-call transcripts. Values: Inbound, Outbound. |
EndUtc | End | DateAndTime | | When the conversation ended. On practice-call transcripts it moves forward with every turn. |
Language | Language | Text | | The language of the text. Call transcripts created by the platform are stamped en. |
Provider | Provider | Text | | The service that produced the conversation; the call's telephony provider on call transcripts. |
RelatedEntityId | Source record id | Lookup, hidden | | The identifier of the record this transcript belongs to, filled by the system. Together with Source entity it links the transcript to its call; call insights read only a transcript whose Source entity is Call and whose Source record id is that call. |
RelatedEntityLabel | Source | Text | | The display name of the source record, for example the call's name or the practice attempt's name. Editable on the record page only. |
RelatedEntityName | Source entity | Text | | The record type of the source, for example Call. It must be Call for call insights to read the transcript. Editable on the record page only; the New and Edit form does not show it. |
StartUtc | Start | DateAndTime | | When the conversation started. Set on delivered call transcripts and on practice-call transcripts; empty on transcripts created by call insights. |
Status | Status | PickList | | The state of the transcript. Defaults to Ready when left empty, and the platform only ever writes Ready (on create and whenever the call is analyzed); None, Pending and Failed are never set by the system. Values: None, Pending, Ready, Failed. |
Summary | Summary | MultiLineText | | A summary of the conversation. On call transcripts it holds the stored call insights result in structured text form, which is reused until someone selects Refresh; any other text here is replaced the next time the call is analyzed. |
WordCount | Words | Number | | The number of words in the text, counted when the record is created if left empty. It is not recounted when the text changes, so on practice-call transcripts it reflects only the opening line. |
Actions
| Action | Label | Type | What it does |
|---|
BulkDelete | Delete | Delete | Delete the selected records. |
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
Delete | Delete | Delete | Delete |
DeleteInList | Delete | Delete | Delete in a list page |
Edit | Edit | Edit | Edit |
EditEntity | Edit | Edit | EditEntity |
EditInLine | Edit | EditInline | Edit in page. |
New | New | New | New |
