Frequently Asked Questions

• Who can use Call Summaries and transcriptions?

  The feautures are available to all customers using our call recording feature. Are you already using this? Then after activation you can get started with transcriptions right away during the free beta period.

  Not using call recording yet? Then activate this feature first. Additional costs apply, but the transcriptions themselves are free of charge during the beta phase.

  Whether you have a small team with a few phone lines or a large customer service department with dozens of employees, call transcriptions offer value for organizations of all sizes.

• How long will the beta last?

  No idea! We have not set an exact end date yet, as we want to tailor the duration to the feedback we receive and the time needed to optimize the functionality and add additional features such as Summaries. We recommend activating the beta as early as possible to take maximum advantage of the free period.

• What happens after the free period?

  After the free beta period ends, Conversation Transcriptions will become part of our new AI offering. This means you will need a paid subscription to continue using the transcription feature.

  As a beta user, you will receive timely notification of the transition to the paid model so that you can continue without interruption if you decide to upgrade. Should you decide not to continue, you won’t have to do anything at all: Call Transcriptions will be disabled automatically.

• Do I need to have Call Recording enabled?

  Yes, Call Transcriptions only works in conjunction with our Call Recording feature.

  If you are already using Call Recording, all you have to do is activate Call Transcriptions. Then you can immediately start using Call Transcriptions

  You are not yet a call recording user? Then you need to activate this feature first. There is a charge for using Call Recording, but the transcription feature itself is available for free during the beta phase.

  Keep in mind that you are responsible for the legal aspect of recording phone calls. This means, for example, that you have to inform people whose conversations you are recording in advance of that fact, so delve into this well before you start recording conversations.

• How can I integrate Conversation Transcripts with my (CRM) systems?

  You can integrate transcripts into most CRM systems via the built-in API access. For more information, read our documentation on the API.

• Is this secure and privacy-proof?

  Our Call Transcriptions feature is built with robust security and privacy protection at its core. We prioritize safeguarding both your data and your clients’ information.

  Please note: You bear responsibility for legal compliance when recording and transcribing calls. This includes providing advance notification to all parties before recording conversations.

  We recommend familiarizing yourself with South African laws regarding call recording, including requirements under the Protection of Personal Information Act (POPIA) and Electronic Communications and Transactions Act, before implementing this feature.