Call Transcripts
Every call handled by your AI voice assistant is automatically transcribed. Call transcripts let you review what was said, how the AI responded, and whether the call was escalated to your team. This guide explains what transcripts contain and how to use them.
Estimated time: 3 minutes
What a transcript contains
Each transcript record includes:
| Field | Description |
|---|---|
| Caller number | The phone number that called your hotline. |
| Hotline | Which of your hotlines received the call. |
| Language | The detected language of the conversation (English, Polish, German, French, Spanish, Italian). |
| Date & time | When the call took place. |
| Turns | The full conversation â each line is labelled as either the guest or the AI assistant. |
| Summary | An AI-generated one-paragraph summary of what was discussed and how it was resolved. |
| Escalated | Whether the call resulted in a support case being created for your team. |
Accessing call transcripts
Transcripts are available in two places:
Ops â Customer Help â Call Transcripts
The main transcripts list. Shows all calls in reverse chronological order with pagination. Click any row to expand the full conversation and summary.
Overview â Recent Calls
The dashboard shows the 10 most recent calls with a summary and escalation badge. Each row links directly to the full transcript.
Escalated calls
If the AI assistant determined that a call needed human follow-up, an Escalated badge appears on the transcript row. An associated support case is created automatically, and your team is notified (via Slack, if configured).
Non-escalated calls are handled entirely by the AI â no action is needed from your team. These appear with a Handled by AI indicator.
Deleting transcripts
Individual transcripts can be deleted from the Call Transcripts page. Open a transcript row and click the Delete button.
If you need to delete transcripts in bulk for GDPR or data retention reasons, contact support@enhanced-rentals.com.