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Call Transcripts

Complete, timestamped transcripts of every conversation between your AI assistant and callers.

Overview​

Voka AI automatically transcribes all calls, providing a complete text record of conversations. Transcripts are displayed in a modern chat-bubble interface with precise timestamps for easy review.

Accessing Transcripts​

From Call Detail Page:

  1. Go to Analytics → Calls
  2. Click on any call
  3. Scroll to the Transcript section

Transcript Card:

  • Shows complete conversation
  • Includes copy and download options
  • Displays processing status if still generating

Transcript Display Format​

Chat-Bubble Style Interface​

Transcripts use a familiar messaging app layout:

Assistant Messages:

  • Displayed on the left side
  • Lavender purple background
  • Clear speaker identification

Caller Messages:

  • Displayed on the right side
  • Gray background
  • Easy to distinguish from assistant

Visual Design:

  • Modern, easy-to-read format
  • Clear separation between speakers
  • Mobile-friendly layout

Timestamps​

Every message includes a precise timestamp:

Format: "9:27:05 AM" (12-hour with AM/PM)

  • Displayed under each message bubble
  • Automatically converted to your local timezone
  • Helps track conversation flow and identify key moments

Example:

Assistant (9:27:05 AM):
"Hello! Thanks for calling. How can I help you today?"

Caller (9:27:12 AM):
"Hi, I'm interested in scheduling an appointment."

Call Ended Indicator​

Transcripts include a clear "Call ended" marker at the bottom to show conversation completion.

Complete Conversation Capture​

Automatic Pagination​

The system automatically fetches complete transcripts, no matter how long:

  • No message limits: Handles calls with 500+ messages
  • Seamless loading: Automatically combines all pages
  • Complete accuracy: Every word captured

Technical Details:

  • First API call fetches up to 100 messages
  • System automatically requests additional pages if needed
  • All pages combined into single transcript
  • Process is invisible to users

Caching for Performance​

First Access:

  • System fetches transcript from Telnyx Conversations API
  • May take a few seconds for very long calls
  • Transcript is saved to database

Subsequent Access:

  • Loads instantly from database cache
  • No API calls required
  • Consistent performance

Transcript Actions​

Copy to Clipboard​

Quickly copy the entire transcript for use in other applications.

How to Copy:

  1. Click the Copy button above the transcript
  2. Entire conversation copied as plain text
  3. Paste into emails, notes, CRM, etc.

What's Included:

  • Speaker identification (Assistant/Caller)
  • All messages in order
  • Timestamps for each message
  • Clear formatting for readability

Download as TXT File​

Save transcripts for long-term storage or offline review.

How to Download:

  1. Click the Download button above the transcript
  2. Select location to save file
  3. Opens as plain text in any editor

File Format:

  • Plain text (.txt) format
  • Compatible with all systems
  • Includes timestamps and speaker labels
  • Easy to search and analyze

Use Cases:

  • Record keeping and compliance
  • Training material for staff
  • Quality assurance reviews
  • Legal documentation
  • Performance analysis

Transcript Availability​

When Transcripts Are Available​

Requirements:

  • Call must use Telnyx Conversations API
  • Call duration must be at least 5 seconds
  • Call must be completed

Processing Time:

  • Usually available 30-60 seconds after call ends
  • Longer calls may take slightly more time
  • Status indicator shows when processing

When Transcripts Are Not Available​

Very Short Calls:

  • Calls under 5 seconds may not have transcripts
  • Usually hang-ups or wrong numbers

Failed Calls:

  • Calls that don't connect properly
  • Technical failures during call setup

Status Display:

  • "Transcript not available" message shown
  • Reason provided when applicable

Transcript Accuracy​

Expected Accuracy​

Typical Performance:

  • 90-95% accuracy for clear audio
  • Professional-grade transcription
  • Powered by advanced AI models

Factors Affecting Accuracy:

  • Audio quality and clarity
  • Background noise levels
  • Accents and speaking patterns
  • Technical terms and jargon

Improving Accuracy​

For Better Transcripts:

  • Ensure good phone connection quality
  • Minimize background noise
  • Speak clearly and at moderate pace
  • Use high-quality phone equipment

Note: Transcription accuracy cannot be manually edited, but you can add notes to calls in the analytics dashboard.

Search and Analysis​

Searching Within Transcripts​

From Call Detail Page:

  • Use browser search (Ctrl+F / Cmd+F)
  • Find specific words or phrases
  • Navigate through conversation quickly

From Call List:

  • Use the search bar on call logs page
  • Search transcript content across all calls
  • Find calls mentioning specific keywords

Common Search Use Cases:

  • Find calls mentioning "refund" or "cancel"
  • Locate product name mentions
  • Identify competitor discussions
  • Track specific customer issues

Analyzing Conversation Patterns​

Review Transcripts to:

  • Identify common customer questions
  • Find gaps in assistant knowledge
  • Spot opportunities for improvement
  • Train new staff members
  • Understand customer pain points

Best Practices:

  • Review 10-20 random transcripts weekly
  • Look for repeated phrases or confusion
  • Note questions the assistant struggled with
  • Update knowledge base based on findings

Privacy and Compliance​

Data Security​

Encryption:

  • All transcripts encrypted at rest
  • Secure transmission via HTTPS
  • Access controlled by user permissions

Retention:

  • Stored according to your plan
  • Starter: 30 days
  • Professional: 90 days
  • Business: 1 year
  • Enterprise: Custom

Compliance​

Standards:

  • GDPR compliant
  • CCPA compliant
  • SOC 2 Type II certified

Data Deletion:

  1. Open call detail page
  2. Click More menu (⋯)
  3. Select "Delete Call Data"
  4. Confirm deletion (permanent)

Important: Deleted transcripts cannot be recovered.

Troubleshooting​

Transcript Not Showing​

Check:

  1. Call is completed (not in progress)
  2. Call duration is at least 5 seconds
  3. Wait 60 seconds after call ends
  4. Refresh the page

Still Missing?

  • Check if recording is available
  • Verify call connected successfully
  • Contact support with call ID

Inaccurate Transcription​

Common Causes:

  • Background noise
  • Poor audio quality
  • Heavy accents
  • Speakerphone use
  • Multiple speakers talking simultaneously

Solutions:

  • Listen to recording to verify what was said
  • Add manual notes to call record
  • Improve phone system audio quality
  • Use better phone equipment

Download Not Working​

Try:

  1. Check browser permissions for downloads
  2. Try different browser
  3. Ensure sufficient disk space
  4. Disable download blockers