If a call in a ticket does not display a transcript, the reason is almost always one of the prerequisites of the call transcription feature, or the fact that the transcription was attempted and did not succeed. Go through the following checks in this order:
- Is an AI provider connected? The "Enable call transcription" checkbox in Configuration > Call > Settings is displayed only when an AI provider is connected in your account. If you cannot find the checkbox at all, integrate an OpenAI provider first.
- Is the checkbox actually checked and saved? Transcription is off until the setting is enabled and the settings are saved.
- Is call recording enabled for that phone number or call button? Transcription always starts from a recording, so a call that was not recorded has no transcript section at all - not even a failure message. Enable call recording for the phone number or call button in question.
- Was the recording created before you enabled the feature? Only recordings created after the feature was switched on are transcribed. Existing recordings are not transcribed retroactively.
- Has the transcription just not finished yet? While the AI is working, the ticket displays "Transcription in progress...". It is replaced by the "Show transcript" button automatically, so there is no need to reload the ticket.
- Is a failure message displayed instead? Then the transcription was attempted and failed - see Limits and unsuccessful transcriptions for what each message means. The most common causes are a recording longer than 30 minutes, an AI provider that could not be reached or was rate-limited, and an OpenAI API key that is invalid or has no access to the Whisper model.
- Can you open the ticket and play the recording yourself? Access to a transcript follows access to its ticket, so an agent who cannot open the ticket, or listen to its recording, will not see the transcript either.
Related articles
- Call transcription feature overview
- Call recordings
- AI providers
- Integrating OpenAI as an AI provider
- Call troubleshooting