Customer context: The customer is considering turning the call transcription feature off and wants to know whether the transcripts already generated will disappear from their tickets.
Customer question: What happens to existing call transcripts if I disable call transcription?
Solution: Unchecking "Enable call transcription" in Configuration > Call > Settings only stops new transcriptions - from that moment on, newly created recordings are no longer sent to your AI provider. The transcripts that were already generated are not affected: they stay stored with their recordings and remain available under the "Show transcript" button in their tickets. Keep in mind that this works in one direction only - switching the feature back on later does not go back and transcribe the recordings that were created while it was off, because transcription is requested at the moment a recording is created. If you need the transcripts to be removed as well, you have to remove the recordings they belong to.