v20
Transcription Options
You can choose from one of the 3 providers listed below for voicemail transcription, depending on your license level
- OpenAI - Available to all, this requires an OpenAI business account
- Google - Available to all, this requires a Google Storage account and Cloud Project
Setup Transcription
- Go to Dashboard > Settings
- Open the Voicemail subsection
- Choose from your preferred provider to continue
OpenAI
You will first need to register for an OpenAI Platform account as a business, and attach a payment method.
- Select OpenAI Whisper for the Transcription Engine
- Add in your Secret Key generated from the OpenAI Platform Console
- Set the audio language to detect and use
- Click Save
I have Lite based licensing
As of 7/3/25, the UI for this integration is not available in Per-User or Lite based phone systems.
You'll need to Create A Support Ticket and our team can work with you to get this configured.
Alternatively you can configure one of the other two options.
I have View+ licensing
- On the Dashboard/Overview page click Open Phone System Console
- Go to Admin in the bottom left
- Go to Integrations > Google
- Click the top Configure button
- Ensure that Use Transcription for recordings and voicemails is checked and hit Connect
- Login with your Google Admin account
- Transcription should be configured
Setup Departments
Transcription is controlled at the department level, allowing some users or queues to be transcribed and others not.
- Go to Extensions > Groups/Departments in the phone system
- Edit the department that you want to have transcription turned on for
- Under Transcription Mode, set it to Voicemails
- Click Save
All voicemails received by members of that department should now be transcribed, and that will be included in Email Notifications for Voicemail and Voicemail to Ticket.