Call Transcripts
The whole call, written out line by line.
On this page
A transcript is the whole call written out, every line labelled by who said it. Every call gets one, alongside a summary. Calls aren’t recorded today, so the transcript is the full record of what was said.
Opening one
Open Conversations and click a call. The transcript is the main panel, with the captured details and the summary next to it. It’s there once the call has ended.
Why the transcript is the place to look
- It’s fast. A four-minute call reads in about forty seconds.
- You can skim to the part that matters, usually the last third.
- You can read it anywhere, including somewhere noisy or on a job site.
- You can copy the details straight out: an address, a unit model, a gate code.
Text doesn't carry tone
How to read one
- 1
Skip the opening
The greeting and disclosure are the same every time. The information starts at the caller’s first line.
- 2
Find what they actually wanted
Usually their first or second sentence, in their own words — often more useful than any summary.
- 3
Check the questions it asked
Were they the right ones for this job? Anything missing goes into Call Behavior.
- 4
Find the turning point
On a call that didn’t book, there’s always one — a price, a date, a question it couldn’t answer. It’s nearly always in the last third.
A transcript that shows the problem
Sample call
Nothing wrong with what it said. The problem is availability, and no amount of rewording fixes that.
Spotting patterns across calls
There’s no search across transcripts yet, so patterns come from reading. The Summary column in the Conversations list is the quick way to pick which calls to open.
- Price objections
- Calls that ended on a price tell you whether your ranges are landing.
- Topics like warranty or landlords
- If the same question keeps coming up, check it's answered well.
- Areas you don't cover
- Repeated calls from one patch show demand you might not be serving yet.
This is your FAQ backlog
How accurate are they?
Very good on clear lines, and good enough to be useful on poor ones. Where a call has heavy background noise or a difficult connection, expect the occasional wrong word — usually names, street names and part numbers.
If a detail matters and the transcript looks odd, confirm it with the customer before acting on it. Errors are almost always on the caller’s side of the transcript, because that’s speech turned into text.
Yes — a transcript can be copied out for your own records, sent to a technician with the job, or attached to a customer note. It’s customer data, so handle it accordingly.