Phone transcript should be posted as internal ticket note
W
William Hunt
I know the phone transcription is in Thread but I think the PSA should be able to get a full copy of the voice transcription, maybe this could be a toggle or something as an option for those who don't want this but I think having the transcription in the ticket in the PSA would be super helpful with a link to the recording in thread.
Autopilot
Merged in a post:
Add Voice AI transcript to PSA tickets
T
Tony Astrowski
When Voice AI handles a call, it should automatically post the transcribed responses into the internal notes of the related PSA ticket. This should include key details such as the caller’s stated name and company. Currently, agents must manually open the transcript in the Voice AI admin interface to retrieve this information, which slows down workflows. Automating this within the ticket would save time, improve accuracy, and ensure critical context is readily available without leaving the PSA.