What is Voicemail Transcription?
Voicemail Transcription automatically converts the audio from a resident's voicemail into text. As soon as a new voicemail comes in, it's sent to a transcription service, and the resulting text appears directly on the Voicemail task, right below the audio player.
This feature is available to clients using our Answer Automation product (our answering service). If your organization doesn't use Answer Automation, voicemail tasks and transcription won't apply to you.
Why it's useful
Instead of playing back every voicemail to figure out what a resident needs, you can scan the transcription and get moving. This is especially helpful when you're triaging several voicemail tasks at once and need to prioritize what's urgent.
How it works
Voicemails come into the task list as a Voicemail task, the same way any other resident-reported issue would. Opening the task shows the usual audio player so you can still listen to the original recording if you want to, and just below it, you'll see the transcription of what the resident said.
The transcription populates the task's existing objective text field, so nothing changes about how that field works. You can still hover over it to reveal an edit icon and make changes, whether that's fixing a transcription error or adding more detail.
Transcription appears on both web and mobile.
A few things to know
New voicemails only. Transcription applies to voicemails received after the feature is turned on for your organization. Older voicemails won't be transcribed retroactively.
Same language as the call. The transcription is generated in whichever language the voicemail was recorded in. If a resident leaves a message in Spanish, the transcription will be in Spanish.
It's a starting point, not the final word. Transcription is automated, so it's worth a quick read against the audio if anything looks unclear, especially for details like unit numbers or names.
Questions about Voicemail Transcription? Reach out to our support team anytime.