Call Transcription

Call transcriptions are available as real-time speech-to-text closed captions during calls. Moreover, captions are saved as a transcript on the Voice Call record.

If set up to auto-start, transcription begins when agents answer a call. If not, they can start it by clicking the recording button. Likewise, they can turn transcription off with the same button at any point during the call.

When the call ends, the transcript is saved in Salesforce as Conversation Entries linked to the Voice Call record. On transferred calls, all entries are linked to the parent Voice Call record.

The live captions language is automatically mapped to the users Language preference in Salesforce:

Call transcription supports over 30 languages. These include: Chinese (Simplified and Traditional), Danish, Dutch, English: (GB and US), Finnish, French, German, Italian, Japanese, Korean, Norwegian, Portuguese (Brazil and European) Russian, Spanish, Swedish, Thai, Arabic, Czech, Greek, Hebrew, Hungarian, Polish, Romanian, Slovak, Turkish, Vietnamese, Hindi, Welsh.

Unaric Voice for Teams doesn't store call transcripts. During a call, Azure Communication Services (ACS) generates live captions but doesn't store them. Unaric sends each caption to Salesforce as soon as it's generated, and Salesforce saves it with the call record.

Transcripts are stored in your Salesforce org as Conversation Entries linked to the Voice Call record. When a call is transferred, all entries are linked to the parent Voice Call record.

Your Salesforce data retention and compliance settings decide how long transcripts are kept. Unaric doesn't keep a copy, so it can't make that period longer or shorter.

Captions can be toggled on or off. You can also specify if you want it to autostart on call answer or let agents decide if they want to start transcriptions.