Documentation / Telephony channel
Phone tickets and transcripts
This feature is available if the Telephony feature has been activated for your account.
In short: Every phone call, including a missed call or a voicemail, appears as a call message on a ticket with the Phone channel. The message shows the direction, the duration and the colleagues who were on the line. If the call was recorded, the recording appears on the message as an audio player, with the collapsed transcript below it.
Where to find this
Open the ticket via Tickets. In the ticket overview you filter on phone calls with the Phone channel button. The call message appears in the ticket’s timeline, among the other messages.
Who: anyone from the Viewer role upwards can view phone tickets, recordings and transcripts. Transcribe again is available from the Agent role upwards. Phone tickets belong to the organisation of the number that was called.
Which ticket a call goes to
aishaa links every call to a ticket before anyone rings, so that a missed call is visible too.
- Incoming call: the caller’s phone number is the customer address. If there is exactly one phone ticket for this number that is not closed and has been updated recently, the call goes to that ticket. Otherwise aishaa creates a new ticket. The title of the ticket is the customer’s name as known in aishaa, or otherwise the phone number.
- Outgoing call from a ticket: the call is added as an outgoing message to the ticket you called from.
How long an earlier phone ticket remains “recent” follows the E-mail reopen window (days) from the account’s way of working (see Way of working: webshop or service provider). If there are several phone tickets from the same number within that window that are not closed, aishaa starts a new ticket anyway.
If someone calls with a withheld number, aishaa cannot create a customer and no ticket is created. A call to a number for which Accept incoming calls is off does not create a ticket either.
The call message
Each call is one message in the timeline, the call card. At the top is a heading line with:
- An arrow icon and the direction: Incoming call or Outgoing call.
- The call duration (for example 4:12), only if the call was answered.
- with (names): the colleagues who were on the line, in the order in which they joined. First whoever answered (or called), then each added colleague.
- The Transcribe again icon, only if a recording belongs to the message and you have at least the Agent role.
A call message on a ticket with the heading Incoming call, the duration, the text with (names of colleagues), the audio player of the recording and below it the collapsed Transcript line.
What else appears on the card depends on how the call went.
| Situation | What you see on the ticket |
|---|---|
| Missed call (nobody answered, voicemail off, or the caller hung up while it was ringing) | The heading line Incoming call without a duration and without names, with a short system line about the call. No audio, no transcript. |
| Voicemail (nobody answered, voicemail on, the caller left a message) | The heading line Incoming call without a duration and without names. Below it, the audio player with the recorded voicemail (up to 180 seconds) and, if transcription is on for the number, the collapsed transcript. |
| Answered call, recording off | The heading line with the duration and the names of the colleagues, and a short system line about the call. No audio, no transcript. |
| Answered call, recording on | The heading line with the duration and names, the audio player with the recording and, depending on the transcription setting, the collapsed transcript. |
A missed call and a voicemail put the ticket in the workload like any other incoming message, so that a colleague can call the customer back. If the customer calls again later, that call goes to the same ticket as long as it is not closed.
Listening to the recording
If a call was recorded (the number’s Record calls setting) or a voicemail was left, the audio player appears on the call card. You start playback with one click and jump to a different moment using the waveform. Use the download icon in the corner of the player to fetch the audio file (Download).
The recording appears on the ticket as soon as aishaa has stored it after the call; this can take a moment. The recording is on the message regardless of the transcription setting, even with Transcription set to Off.
Reading the transcript
Below the audio player is the collapsed Transcript line. Click it to open or close the transcript. At the bottom, there is always the notice Transcribed automatically by aishaa; it may contain mistakes.
The same call message with the transcript expanded: for each turn the name of the customer or the colleague, followed by the spoken text, and at the bottom the notice Transcribed automatically by aishaa; it may contain mistakes.
This is how the transcript is structured:
- Each turn starts with a speaker label: the customer’s name as known on the ticket (otherwise the phone number), or the user name of the colleague who answered the call.
- Consecutive sentences from the same speaker are grouped together in one turn.
- In a call with several colleagues, all colleagues appear together under the label of the colleague who answered; aishaa does not distinguish between colleagues.
The transcript is also the message text of the call card. As a result, you see its first words as preview text in the ticket overview, you can find the call again by searching in tickets, and aishaa uses it to understand the call when drafting a reply or summary.
When the transcript appears depends on the number’s Transcription setting (see Number settings):
| Setting | Transcript on the ticket |
|---|---|
| After the call | Appears shortly after the call, once the recording has been processed. |
| Live during the call | The text that was transcribed live during the call is placed on the card afterwards. |
| Live, refined after the call | First the live text; this is then replaced by the more accurate transcript of the recording. |
| Off | No transcript. Only the recording, unless a colleague chooses Transcribe again. |
Transcribe again
If a transcript is incomplete, failed or was never created, a colleague with the Agent role or higher can have it created again.
- Open the ticket and find the call card.
- In the heading line, click the Transcribe again icon (an arrow in a circle). The icon is only there if the recording has been stored in aishaa.
- You see Transcription started; the text appears here when it is ready. The new transcript replaces the old one as soon as it is ready.
If starting fails, you see The transcription could not be started. Transcribe again also works when Transcription is set to Off for the number; the setting only determines what happens automatically.
Good to know
- For transcription, the audio of recordings and voicemails goes to the speech service that aishaa uses. If you do not want that, set Transcription to Off or turn off Record calls for the number.
- You record a conversation with a customer at the table (not by phone) with Record conversation on the customer. Such a recording does not go on a ticket but on the customer under Objects (see Recording a conversation).
- A call from a customer you already know via email or WhatsApp goes to a separate phone ticket. If you want to keep the history together, merge the tickets (see Merge, split, move and link).
- A voicemail is at most 180 seconds long. Longer messages are cut off after 3 minutes.
- The recording and the transcript stay with the ticket for as long as the ticket exists. There is no separate retention period for recordings.
- The transcript is not translated automatically and has no clickable timestamps to jump to a moment in the recording.
- The call card does not show a separate “missed” or “voicemail” label. You recognise a missed call by the heading line Incoming call without a duration and without names; you recognise a voicemail by the audio player on such a card.