Call Transcripts
Read the conversation instead of listening to it.
On this page
A transcript is the whole call written out — every line, labelled by who said it. It sits under the recording on any conversation.
Opening one
Open Conversations and click a call. The transcript is below the player, and it appears as the call happens if you open one that’s still live.
Why read instead of listen
- It’s faster. A four-minute call reads in about forty seconds.
- You can skim to the part that matters instead of scrubbing a player.
- It’s searchable — across every call you’ve ever had.
- You can read it anywhere, including somewhere noisy or where playing audio would be awkward.
- You can copy the details straight out — an address, a unit model, a gate code.
Read first, then listen
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
Nothing wrong with what it said. The problem is availability, and no amount of rewording fixes that.
Searching every call at once
Because transcripts are text, you can search across your whole history for a word. It’s the most underused feature in the product.
- A competitor's name
- How often callers mention shopping around, and what they say about price.
- A word like 'warranty' or 'landlord'
- Find every call touching a topic, and whether it's answering them well.
- A street or area name
- See how much demand is coming from a patch you might not cover yet.
- A phrase like 'too expensive'
- Pull up every price objection you've had, in one list.
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, play that moment of the recording. The audio is always the source of truth.
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.