1Stream Core Required
1Stream Core Required
This feature is available for only 1Stream Core licensed users and higher plans. If you don't have this and would like this feature to be available, please reach out to your Sales Representative to upgrade user licensing.
Prerequisite Feature
In order for recorded phone calls to be transcribed, and subsequently posted as ticket notes, you must first configure the Call Transcription Integration.
Transcription to Ticket - Default Behavior
By default, transcribed phone calls will be posted to the ticket associated with the call as an internal / private note.
Make sure your 1Stream CRM User Mappings are defined correctly for each user, otherwise transcription notes will not post to the ticket successfully.
How to Enable / Disable Feature
You can enable or disable this Transcription to Ticket feature system-wide by the following the instructions below.
Please note the setting is defaulted to Yes.
- Login to 1Stream IQ Integrations Portal
- Navigate to Administration → Manage Organization
- Under Connected Accounts & CRM Settings, click on your primary CRM / PSA to edit
- In the new pop-up window, toggle the setting Post Transcription to Ticket: to Yes or No
- Save
See Also