Using live call transcripts in Zendesk Talk

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<p id="docs-hc-snippet" style="display: none;">You can use the transcript to review what has been said and search for details to check information during the call without interrupting the conversation. You can also use real-time suggestions during the call, seeUsing real-time AI suggestions for voice calls.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Live call transcripts give you a real-time text view of voice calls with speaker labels, timestamps, and auto-scrolling updates. You can search for keywords, review details without interrupting the call, and change transcription language, including Multilingual support for several common languages. This helps you follow conversations, find answers faster, and keep calls on track.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Zendesk Suite customers must also have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank">Copilot add-on</a> to use this feature.</div>
If your admin
has turned on live call transcription, you have access to a real-time text version of a
voice call while the conversation is in progress. The transcript shows speaker labels
(Agent or Customer), timestamps from the start of the call, and automatically scrolls to
show the most recent conversation.</div>
<p class="p">You can use the transcript to review what has been said and search for details to check
information during the call without interrupting the conversation. You can also use
real-time suggestions during the call, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9752130101914" target="_blank">Using real-time AI suggestions for voice calls</a>.</p>
<p class="p"><strong class="ph b">To use live transcripts during an ongoing call</strong></p>
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<ol class="ol" id="topic_using_live_call_transcripts__ol_dzk_x15_ckc">
<li class="li">
<p class="p">In the ticket call controls, click the transcript icon (<img class="image" id="topic_using_live_call_transcripts__image_xhh_h45_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transcript_icon.png" width="16">).</p>
<p class="p">The transcript panel opens in the ticket, below the controls, showing the
most recent part of the conversation and updates automatically as the
conversation continues.</p>
<p class="p"><img class="image img-screenshot" id="topic_using_live_call_transcripts__image_hp4_235_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_call_transcriptlive_show.png" width="450"></p>
</li>
<li class="li">
<p class="p">Click the expand icon (v) in the upper-right corner of the transcript panel
to access the whole conversation.</p>
The transcript auto-scrolls to show the
latest conversation.</li>
<li class="li">(Optional) Scroll up and down to review the whole conversation.</li>
<li class="li">(Optional) Click <strong class="ph b">Scroll to latest</strong> at the bottom of the panel to access
the latest statements from participants.</li>
<li class="li">
<p class="p">(Optional) Click the search icon (<img class="image" id="topic_using_live_call_transcripts__image_bcf_wgh_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_call_transcriptlive_search_icon.png" width="16">) and enter a
keyword or phrase to find a specific topic.</p>
<p class="p">It's a case-insensitive search that supports partial matches. This allows you
to jump to relevant parts of the conversation and check specific details.
For example, information about an "account", "order" or "error message".</p>
<p class="p">The transcript highlights all instances of the search term. If there are
multiple matches, use the arrows to move between matches.</p>
<p class="p"><img class="image img-screenshot" id="topic_using_live_call_transcripts__image_zvs_rh5_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_call_transcriptlive_search_order.png" width="600"></p>
</li>
<li class="li">(Optional) Click the language icon (<img class="image" id="topic_using_live_call_transcripts__image_uvt_2hh_kkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_call_transcriptlive_language_icon.png" width="16">), then select the
language you want to use for transcription.<p class="p">The transcript language defaults
to your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">Zendesk profile</a> language. You can
change the language during an active call to match the language the customer
is speaking. The transcript uses the new language for ongoing transcription.
Previously transcribed text is not retranscribed. For the supported
languages, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1KAQNCFD5526GMKHJCBAMTK" target="_blank">Call summaries and transcripts for
voice</a>.</p>
<p class="p">You can also select <strong class="ph b">Multilingual</strong> to
seamlessly switch between the following languages only: English, Spanish,
French, German, Hindi, Russian, Portuguese, Japanese, Italian, and
Dutch.</p>
</li>
<li class="li">Click the transcript icon (<img class="image" id="topic_using_live_call_transcripts__image_f2r_np5_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transcript_icon.png" width="16">) to hide the transcript
panel.<p class="p">Ending the call also closes the transcript panel.</p>
</li>
</ol>
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