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            Configure Call Transcription

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            Configure Call Transcription

            Service Cloud Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.

            For information about setting up call transcription with a partner telephony provider other than Amazon, contact the telephony provider to confirm support and request setup information. See Transcribe Calls in Real Time for more details.

            For information about setting up call transcription with Amazon Transcribe or Contact Lens in Service Cloud Voice, see Set Up Call Transcription. When you enable transcription with Amazon Transcribe or Contact Lens for Amazon Connect, all audio on the customer’s side is recorded. This recorded audio includes when the service rep puts the customer on hold.

            For a list of Amazon Transcribe's transcription languages supported by Service Cloud Voice, see Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice. For a list of supported transcription languages with Contact Lens, see the Amazon documentation. For a list of transcription languages supported by Service Cloud Voice with a telephony provider other than Amazon, contact the partner telephony provider.

            For information about Amazon Transcribe, see the Amazon Transcribe Developer Guide. For transcription questions and support, contact Amazon Web Services. See Get Expert Support for Service Cloud Voice.

            See Also

             
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