Learn about our transcription model for Conversation Intelligence features.
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Overview
Transcriptions are text versions of your recorded calls, automatically generated as part of the Conversation Intelligence (CI) package. They make your calls searchable, analyzable, and easier to understand.
Transcriptions for Conversation Intelligence users require no additional setup. All you need to do is make sure your call settings are configured to allow call recording, and that Conversation Intelligence settings are switched on.
Once these are enabled, every eligible call will be transcribed and made available in your Dashboard, alongside AI-generated notes, summaries, topics, and sentiment analysis.
ℹ️ Post-call transcription only CloudTalk transcription works after a call ends, it is not a live or real-time feature. Transcripts are generated once the call recording is complete and are then available in your Analytics dashboard. If you are looking for live captions or real-time speech-to-text during an active call, this feature is not currently available in CloudTalk.
Where to find transcripts
You can access call transcripts in Analytics from several places. In each case, follow the same path:
Open the report (Call Log, Group Report, Agent Report, or AI Analytics).
Find the call you want and click the three dots (⋮) menu.
Select Call Details.
In the Recording tab, scroll down to see the Transcript.
Transcriptions are generated automatically once Call Recording is enabled and Conversation Intelligence is switched on.
Key features
Searchable: Use the search bar in AI Analytics to find exact words or phrases in call transcripts. Matches are highlighted in real time, and you can open the call detail to review the full transcript in context.
Navigation: When you click on a moment in the call recording player, the transcript view automatically scrolls to the matching section. (Note: it only works this way, you can't click the transcript to jump in the audio.)
Export/Download: Call transcripts can be exported together with other call details in PDF format directly from Analytics.
Languages
Conversation Intelligence has two separate language settings, and they work differently. It helps to understand both, because one is detected automatically and the other is something you choose.
Transcription language is the language your call is transcribed in. CloudTalk detects it automatically, per call.
AI output language is the language your summaries and smart notes are written in. You control it with the Language setting in your Conversation Intelligence settings (see below).
Transcription language
CloudTalk automatically detects the language spoken on each call and transcribes it in that language. You don't need to configure anything.
Transcription covers a broad range of languages, including the major business languages our customers use day to day. Because the language is detected per call, a call in any covered language is transcribed in that language automatically, with no setup on your side.
Accuracy can vary by language. If you want confirmation that a specific language is well supported for your use case, reach out through the Support portal and we'll confirm it for you.
AI output language (summaries and smart notes)
This is a separate setting, controlled by Language in your Conversation Intelligence settings. It decides the language your summaries and smart notes are written in. It does not limit which languages CloudTalk can transcribe.
You can choose:
Auto detect: summaries and smart notes follow each call's own language. This isn't limited to the list below. A call in any transcribed language gets its summary in that same language.
A specific language: all summaries and smart notes are written in that one language, whichever language the call was actually held in. The options are English, Danish, German, Portuguese, Spanish, Polish, and Swedish.
Changing this setting affects new calls only. Past calls are not reprocessed.
Topic extraction is always shown in English, regardless of this setting.
Need help or have a question? Just reach out through our Support portal — we're here for you.