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Every transcribed call has a transcript you can read as a conversation. You can play the recording from any line and generate a summary with key points and action items. This page is for admins and supervisors who review calls.
Transcripts exist only for calls covered by AI transcription. Admins see every call in the company. Supervisors see calls from their own teams.

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Open a transcript

1

Go to Reports

Go to Insights > Reports and pick the Outbound, Inbound, or Queue tab.
2

Find the call

Use the filters to narrow the list, then select Apply.
3

Open the transcript

In the RECORDING column, select the Open transcript icon next to the recording player. Calls without the icon have no transcript.
The Call transcript drawer opens at the side of the page. Its header shows the call date and time, the call type, the languages spoken, and the call length.
Insights > Reports, Inbound tab, a row's RECORDING cell with the play button, the Open transcript icon and a red High escalation badge
You can also open transcripts from Call search and Escalations.

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Read the conversation

The Conversation tab shows the call as chat bubbles, one per turn. Each bubble shows who spoke, what they said, and when. Speaker labels work like this:
  • Select any bubble to play the recording from that point.
  • Use the player at the top of the drawer to play or pause the recording.
If the member and the customer look reversed, select Swap sides. This only changes the view. It does not change the transcript.
Call transcript drawer, Conversation tab with member-name bubbles on the right, Customer bubbles on the left, the Swap sides button and insight chips in the header

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Insight chips

Chips at the top of the drawer summarize the call:
  • Sentiment: the customer’s overall mood, from Very negative to Very positive.
  • Intent: why the customer called, for example Support request, Billing, or Cancellation.
  • Resolution: Resolved, Not resolved, or Unclear.
  • Churn risk and Complaint appear when the call shows those signals.
  • Uncertain appears when the result is not reliable enough to show.
When a call is escalated, a red Escalation chip shows its severity. Select it to jump to the line where the customer asked to escalate. That line is highlighted. See Escalations.

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Generate a summary

1

Open the Summary tab

In the transcript drawer, select Summary.
2

Generate it

If the call has no summary yet, select Generate summary. It takes a few seconds.
3

Review it

Read the short summary, then the Key points and Action items.
Escalated calls get a summary automatically, so it is ready when a supervisor opens the call.
Call transcript drawer, Summary tab with a short summary paragraph, a Key points list and an Action items list
Transcripts, insights, and summaries are generated automatically and can contain mistakes. Check the recording before you use them for compliance, legal, or performance decisions.

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Troubleshooting

The call was not transcribed. It may be shorter than the minimum call duration, of a call type you did not select, internal, or from before AI transcription was turned on. Transcription also takes a few minutes after the call ends.
The recording had no speech to transcribe, for example a silent or very short call.
A failed summary can’t be generated again from the drawer. Contact TalkChief support and include the call’s date, time, and phone number.

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FAQ

Transcripts show each line in the language it was spoken. Calls that switch languages show more than one language in the drawer header.
No. Transcripts are available to admins and to supervisors for their own teams.
Escalated calls can be posted to CoWork channels with their summary. See Escalations.

AI transcription setup

Turn on transcription and see pricing.

Call search

Find calls by what was said.

Escalations

Review calls that need a supervisor.

Reports and dashboards

Filter calls and play recordings.