Three AI tools help you during and after calls in the browser phone:
- Live transcript: real-time captions of both sides of the call.
- Assist: suggested answers, questions and reminders while the caller talks.
- Call notes: an automatic summary and follow-up list when the call ends.
Before you start
- AI must be on for your workspace. An owner or admin turns it on. See Turn AI on for your workspace. If it's off you'll see "Live transcription is not available on this workspace."
- Use the Phone page. The live transcript appears in the middle of the Phone page during a call. It isn't in the floating call card you see on other pages, so open Phone once your call is connected.
- These tools work on calls you make and take in the browser phone.
Live transcript
Start captions
During a call, find Live transcript on the Phone page and select Start. The button changes to On. The panel explains: "Turn on to caption this call in real time (a few-second delay). The audio isn't stored."
Follow the conversation
New lines appear every few seconds, labeled You: and Caller:. The panel keeps the most recent 200 lines.
Save it (optional)
Select Download to save the transcript as a text file, call-transcript.txt.
The call audio is only used to create the captions. It isn't kept.
| Message | Meaning |
|---|---|
| "Live transcription is not available on this workspace." | AI isn't turned on for your workspace. Ask an owner or admin. |
| "Could not access the call audio." | Start the transcript again. If it keeps happening, hang up and redial. |
| "Transcription unavailable." | Captions couldn't be created right now. Your call isn't affected. |
Let people know
Transcribing a call can be treated like recording it in some places. Follow your organization's policy, and tell the other person when the rules that apply to your call require it.
Assist: suggestions while you talk
Assist listens to the transcript and suggests what to say next.
- Turn on the live transcript first.
- Select Assist ("Suggest what to say next").
- After the caller speaks, up to three suggestions appear, each tagged:
- Answer: a response to what the caller just asked.
- Ask: a useful next question.
- Note: a reminder, such as a tone tip or something to confirm.
- Select a suggestion to copy it, then say it in your own words.
While it works, Assist shows "Waiting for the caller to speak…" or "Thinking…".
- Answers come only from your company knowledge, the same knowledge your AI receptionist uses, and from what's been said on the call. Without company knowledge, Assist offers questions and tone tips instead of answers.
- Nothing is said or sent for you. Suggestions only appear on your screen.
- Assist turns off when the call ends.
Get better answers
Add your price list, service areas, policies and frequently asked questions to your company knowledge. The more complete it is, the more often Assist can offer a real answer.
Call notes
When a call ends that you had transcribed, intSignal Connect writes up the call for you.
What's in a call note
- A summary of one to three sentences.
- Follow-ups: up to eight action items, as a checklist.
- An outcome: resolved, follow-up, escalated, callback, no-answer or other.
Find your notes
Open Phone and select the Notes tab, titled Call summaries. A new note appears a few seconds after the call ends. Select Refresh if you don't see it yet.
Each note shows the caller's name, an outcome label, the summary, and the time, call length and number of follow-ups. Select a note to expand its follow-up checklist.
- You see only your own call notes, the 50 most recent.
- A note is only created if the live transcript was on and captured at least a couple of lines.
- If you close or reload the tab during a call, the note for that call may not be created. Hang up first.
With no notes yet you'll see "Call summaries appear here after a transcribed call ends."
Common questions
Can I get a transcript of a call I didn't caption live? If the call was recorded, an owner or admin can create an AI transcript of the recording.
Do these tools transcribe voicemail? Voicemail has its own transcripts and summaries, which work without turning on the live transcript.