Recording a conversation

In short: With Record conversation you record a face-to-face conversation with a customer, on a tablet or laptop in the browser, with one microphone for everyone. aishaa keeps the recording with the customer under Objects and then writes out the conversation, with the speakers told apart. What happens next with the written-out conversation (a report, a task, the customer file) is something you arrange with a workflow.

Where to find this

You start a recording in two places:

• With a customer: open the customer profile via Contacts (or via Open customer profile in the customer card of a ticket), go to Objects and click Record conversation. The recording then belongs to that customer straight away.
• Without a customer: on the Contacts page, click Record conversation at the top. You link the recording to a customer later.

Who: recording and linking a recording to a customer is available from the Agent role upwards. Anyone who may view the organisation’s tickets (from the Viewer role upwards) can open and listen to a recording. A recording belongs to the organisation you are working in at the moment you record.

Recording a conversation, step by step

1. Click Record conversation. The Record conversation dialog opens, with the customer’s name as a subtitle if you start from a customer.
2. Read the text Record the conversation at the table. aishaa then writes it out, with both speakers told apart. and the reminder Let the customer know you are recording the conversation.
3. Click Start recording. Give your browser permission to use the microphone if it asks for it.
4. During the recording you see a red dot, the elapsed time, Recording and a bar that shows the sound. With Pause you interrupt the recording for a moment; the text then changes to Paused and with Resume you continue.
5. After the conversation, click Stop and save. You see Saving the recording… followed by a confirmation:
   – from a customer: Saved. The conversation is now being written out; you will find it with the customer under Objects.
   – without a customer: Saved. The conversation is now being written out; link it to a customer under Contacts.
6. Click Close.

If you do not want to keep the recording, click Discard during the recording. The recording and the audio are then deleted. Discard is only possible while the recording is running.

The Record conversation dialog during a recording, with the red dot, the elapsed time, Recording, the sound bar and the buttons Discard, Pause and Stop and save.

Nothing is lost during the recording

aishaa does not save the recording only at the end, but sends the audio to storage every few seconds. This means:

• If the connection drops, the tab closes or the battery runs out, at most the last few seconds are lost. Whatever had already arrived is kept and written out.
• If you close the dialog or leave the page during the recording, the recording is saved, not discarded. When you leave the page, the browser first asks whether you are sure.
• The screen stays on during the recording. The dialog says: Keep this screen open; it stays on while recording.
• If the audio does not arrive quickly enough, you see Not everything has been saved yet: check your internet connection. After stopping you then see The last parts are still being saved. Keep this screen open and check the connection. with the Retry button. The recording is only completed once everything has arrived.
• If saving fails, it says Saving did not work. The recording is kept; please try again. Click Retry.

Where the recording ends up

A recording belongs to a customer, not to a ticket.

• With the customer: in the customer profile, the recording is under Objects as Conversation, with the date, the duration and, for as long as needed, the status Still being recorded, Being written out… or Not written out; the recording is kept. Click it to open the recording.
• In the timeline: as soon as the conversation has been written out, Conversation written out appears in the customer’s timeline.
• Without a customer: a recording you made without a customer is on the Contacts page in the Recordings without a customer block. You only see your own recordings there. Click a recording and choose the right customer under Link to customer. The recording then disappears from the block and is with the customer under Objects.

You remove a recording that is with the wrong customer with Not this customer’s in the Objects list. It is then under Taken away and stays there until someone puts it back with Put back.

Reading the written-out conversation

Open a recording to see the Conversation dialog. It contains:

• a player to listen to the recording;
• the written-out conversation, turn by turn, with Speaker 1, Speaker 2 and so on for each turn and the time in the recording.

aishaa tells apart up to six speakers in one recording, for example an adviser with a couple and an interpreter. You do not have to say in advance how many people are at the table. The written-out conversation does not say who the adviser is and who the customer is: the person reading it knows that.

If the recording is still running or is still being written out, the dialog refreshes by itself as soon as the text is there. If no text came out of the recording, it says No written-out text yet.

The Conversation dialog with the audio player and the written-out conversation, with Speaker 1 or Speaker 2 and the time for each turn.

Which language the conversation is written out in

aishaa writes out the conversation in the organisation’s language. If the recording belongs to a customer who aishaa knows speaks a different language (the customer’s preferred language, or otherwise the language the customer writes in), aishaa itself recognises which of the two languages is spoken in the conversation. Nobody has to choose anything for that.

If aishaa did not yet know which language the customer speaks, aishaa records the language of the conversation as the customer’s language. aishaa does not change a language that was already known.

Who can see and do what

A recording is visible to everyone who may view the organisation’s tickets. Making a recording visible to a smaller group of colleagues only is not possible. aishaa itself (the AI agents and workflows) can use the written-out conversation.

What a workflow can do with a recording

Recording and writing out is where this feature stops. What your office then does with the conversation, you build as a workflow. As soon as a conversation has been written out, the event A conversation is transcribed occurs: A conversation recorded with a customer has been written out, with the speakers told apart. A workflow that starts on that event can use the written-out conversation directly. Examples:

• use an AI step to write a report in your office’s standard format;
• use a Task to ask the colleague who held the conversation to check the report (the task appears in To do, with a link to the conversation);
• use Make a document to keep the report as a document with the customer;
• use Customer’s record to look up the customer’s file in a connected system and send the report there with a plugin action.

How to build such a workflow is explained in Triggers and events and What are workflows.

Good to know

• A recording lasts at most 4 hours. After that, aishaa stops the recording by itself and saves it, with the message The recording stopped after 4 hours.
• Recording works in the browser. If you get aishaa may not use the microphone. Allow it in your browser., allow the microphone in your browser settings. Other messages: No microphone found., This browser cannot record. and Recording did not work. Please try again.
• Always tell the customer that you are recording the conversation. aishaa does not ask the customer for permission itself.
• Writing out a recorded conversation is separate from the account setting Transcribe WhatsApp voice messages and from the transcription setting of a phone number. There is no separate setting to switch off writing out recorded conversations. For writing out, the audio goes to the speech service that aishaa uses.
• If writing out fails, the recording is kept and it says Not written out; the recording is kept. You can still listen to the recording.
• The microphone button in the WhatsApp composer of a ticket is something else: with it you record a voice message for the customer (see WhatsApp in the inbox). Phone calls are recorded separately (see Phone tickets and transcripts).

Related

• The customer profile
• The contact overview
• To do
• Triggers and events
• What are workflows
• Phone tickets and transcripts