You can use the transcript to review what has been said and search for details to check information during the call without interrupting the conversation. You can also use real-time suggestions during the call, seeUsing real-time AI suggestions for voice calls.

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Summary: ◀▼

Live call transcripts give you a real-time text view of voice calls with speaker labels, timestamps, and auto-scrolling updates. You can search for keywords, review details without interrupting the call, and change transcription language, including Multilingual support for several common languages. This helps you follow conversations, find answers faster, and keep calls on track.

Zendesk Suite customers must also have the Copilot add-on to use this feature.
If your admin has turned on live call transcription, you have access to a real-time text version of a voice call while the conversation is in progress. The transcript shows speaker labels (Agent or Customer), timestamps from the start of the call, and automatically scrolls to show the most recent conversation.

You can use the transcript to review what has been said and search for details to check information during the call without interrupting the conversation. You can also use real-time suggestions during the call, see Using real-time AI suggestions for voice calls.

To use live transcripts during an ongoing call

  1. In the ticket call controls, click the transcript icon ().

    The transcript panel opens in the ticket, below the controls, showing the most recent part of the conversation and updates automatically as the conversation continues.

  2. Click the expand icon (v) in the upper-right corner of the transcript panel to access the whole conversation.

    The transcript auto-scrolls to show the latest conversation.
  3. (Optional) Scroll up and down to review the whole conversation.
  4. (Optional) Click Scroll to latest at the bottom of the panel to access the latest statements from participants.

  5. (Optional) Click the search icon () and enter a keyword or phrase to find a specific topic.

    It's a case-insensitive search that supports partial matches. This allows you to jump to relevant parts of the conversation and check specific details. For example, information about an "account", "order" or "error message".

    The transcript highlights all instances of the search term. If there are multiple matches, use the arrows to move between matches.

  6. (Optional) Click the language icon (), then select the language you want to use for transcription.

    The transcript language defaults to your Zendesk profile language. You can change the language during an active call to match the language the customer is speaking. The transcript uses the new language for ongoing transcription. Previously transcribed text is not retranscribed. For the supported languages, see Call summaries and transcripts for voice.

    You can also select Multilingual to seamlessly switch between the following languages only: English, Spanish, French, German, Hindi, Russian, Portuguese, Japanese, Italian, and Dutch.

  7. Click the transcript icon () to hide the transcript panel.

    Ending the call also closes the transcript panel.

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