---
title: Transcription Data Management
slug: voice-admin-portal/transcription-data-management
docTags: 
createdAt: 2026-08-14T18:24:34.560Z
---

This page details how Unaric Voice processes, routes, and persists transcription data. 

## Overview

**Unaric Voice** acts as the intelligent routing layer between the telephony provider and the CRM. Because **Azure Communication Services (ACS)** provides real-time captions as ephemeral events without native storage, **Unaric Voice** ensures this data is captured and committed to your permanent records.

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### A call starts

Closed captions are available during the call through Azure Communication Services, and ACS does not store them. For more information about this service, see Azure's documentation: [Closed captions overview](https://learn.microsoft.com/en-us/azure/communication-services/concepts/voice-video-calling/closed-captions).
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### Capture and routing

During an active call, **Unaric Voice** listens for real-time caption events generated by **ACS**. As these events occur, the integration immediately packages and forwards them to the **Salesforce SCRT VoiceCall message APIs**.
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### Persistence and compliance

Once the data reaches Salesforce, it is stored as **ConversationEntry** records. From this point forward, the data is governed by your organization’s Salesforce retention and compliance settings. For more information, see Salesforce's documentation: [Create a Transcript](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_voicecalls_transcript.htm).

:::hint{type="info"}
**VoiceCall** records and their associated **ConversationEntry** transcripts do not count toward your standard Salesforce org storage limits.
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## Handling complex call scenarios

Unaric Voice ensures data integrity even when call flows become complex, such as during transfers or multi-party interactions.

- **Unified parent linking**: In a transfer scenario, Unaric Voice links all generated conversation entries to the **Parent Voice Call** record.
- **Relational mapping**: Using the **VoiceCall ID**, administrators can programmatically retrieve the full context of the interaction, including the **Conversation** record and all **ConversationParticipant** records.

## Technical considerations

### Linking latency

After a call concludes, there is a brief processing window where **Salesforce** updates the *relatedRecordId* field to bind the messages to the **VoiceCall**. As a result, The **Conversation** component may appear empty for several minutes post-call. If the transcript is missing, refresh the page after a short interval to allow Salesforce to complete the background linking process.

:::hint{type="info"}
For more information, see [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm\&type=5).
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## Architecture & flows

The following diagrams illustrate how **Unaric Voice** manages the flow of transcription data across the telephony and CRM layers.

### High-level summary

![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/pWcAmr4EM6XtuGsPKy8kT_image-20260814-101109.png)

### With Salesforce layer, and Azure Active Directory (AAD) login

![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/2bO2nSITQWSOCAge6qdcG_image-20260814-102302.png)

### Captions captured for different participants using following flow

![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/XOY1R1C0Q2iPWLEl2S_xr_image-20260814-101148.png)

*Credits for image: [Closed captions overview](https://learn.microsoft.com/en-us/azure/communication-services/concepts/voice-video-calling/closed-captions).*

### Communication Services user using caption in a meeting with a Microsoft 365 user on Azure Communication Services SDK

![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/lBS1kCefcIZ-wxSKkLC--_m365-captions-interop.png)

*Image credit:[ Enable Closed captions with Teams Interoperability](https://learn.microsoft.com/en-us/azure/communication-services/concepts/interop/enable-closed-captions).*