Transcription Settings and Keyword Spotting

Enabling Transcription on an Campaign

Post-call transcription is a premium service configured per Campaign. In the offer's Premium Services section, enable "Post-Call Transcription & Keyword Spotting" and select a transcription flow group. The group's flows decide which calls get transcribed. Post-call transcription is billed at your transcription rate, shown on your billing rate sheet.

Transcription Flows

Each flow in a group defines which recordings to transcribe and what to do with the text:

• Filters: the flow only applies to calls that match.
• Transcribe These Recordings: choose Call Recording (the full mono recording), Consumer And Agent, or Consumer And Buyer. The two-party recordings are stereo, which has more accurate transcription and per-speaker attribution.
• Keyword Spotting: select a transcription keyword group to scan transcripts for predetermined terms and trigger actions when those terms are identified.
• Actions And Webhooks Group: a set of actions and webhooks fired when the transcription flow matches.
• PII redaction: optionally redact personally identifiable information from the transcript. You choose which categories to redact: Personal Details, Government Issued IDs, Contact, Financial, Medical, Online Identifiers, Occupation & Professional, and Events & Dates. Redaction is billed at an additional per-minute rate.

Keyword Groups

A keyword group is a named collection of keyword entries. Each entry configures:

• Keywords: the words or phrases to detect. Matching is case-insensitive.
• Detection Channel: detect on the "Caller" channel, the "Others" channel, or "All" speakers. Per channel detection requires dual channel (stereo) audio.
• Additional tokens: data applied to both the lead and the call when a keyword matches.

When keywords match, they are highlighted in the store transcript and listed on the transcription record, where the transcriptions grid can display and filter on them.

Viewing Transcripts

Transcripts appear on the call's detail page in the Transcriptions section, showing the audio player, the matched flow, spotted keywords, and the conversation with per-speaker attribution and timestamps.

See the Call Recording and Transcription article for how recordings and transcripts relate to calls.