Call transcript

Live Hub can transcribe calls, per bot connection, and provide the text as a JSON file that you download from call history. Transcripts are available on both Trial and Essential plan accounts. See Account plans.

Transcripts are deleted automatically once the account's retention period expires, which is 7 days by default. See Recording and transcripts.

Enable call transcripts

You enable transcription for each bot connection, on the connection's Features tab.

To enable transcription on a bot connection:

  1. In the Navigation pane, select Bot connections.

    The Bot connections screen

  2. On the bot connection you want to transcribe, click Edit.

    The Edit Bot dialog

  3. Select the Features tab.

    The Features tab

  4. Under 'Select features for your bot connection', turn on the Call Transcript toggle.

    'Share call transcripts with AudioCodes support team' is off by default, and stays unavailable until the Call Transcript toggle is on. See Support.

  5. Click Update.

Transcripts already produced stay downloadable if you later turn transcription off.

Download a transcript

You download transcripts from Call history.

Live Hub offers two forms:

Form Contains
Simple The dialog between the parties
Enhanced The dialog, plus system and control messages

The file is JSON, named after the call session ID: Simple Call Transcript-{call session ID}.json or Call Transcript-{call session ID}.json for the enhanced form. For example, Simple Call Transcript-d59d2_25_3317.json.

If the transcript has been deleted, or none was made, Live Hub reports "The call transcript is not available".

What is in the file

An example of a downloaded call transcript in JSON

An enhanced transcript holds four kinds of message. A simple transcript holds dialogMessage entries only.

dialogMessage records what was said, by the bot or the caller:

Field Meaning
message The spoken text
side bot or client
ttsDelayMs Text-to-speech delay, in milliseconds
sttDelayMs Speech-to-text delay, in milliseconds
botDelayMs Bot delay, in milliseconds

controlMessage records control events and activities from the bot, such as a config event, and carries the same fields as dialogMessage.

systemMessage records the major events that are not messages, among them conversation started and ended, bot connected, API calls such as Dialogflow's detectIntent or analyzedContent, and errors:

Field Meaning
message The message text
sysMessageType Info, Error, or APICall

rawBotMessage holds the full body of each message to and from the bot:

Field Meaning
message The message contents. Strings over 1,000 characters and binary buffers are truncated.
direction in from the bot, out to the bot