Enable transcriptions for your customer engagements.
Before you begin, you need to obtain an account with our partner, VoiceBase. After
you have an account, request an API key, and follow the instructions in the introduction
email. When you have your VoiceBase API key, you can enable transcriptions. After you've
enabled transcriptions, you'll be able to request them for new
engagements.Note: VoiceBase is a third-party service and is not free. Visit
https://www.voicebase.com for
information on pricing plans suitable for your requirements.
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Open the Live Experience Admin Console.
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From the navigation menu, select Applications.
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On the Applications page, select your application.
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Select the Recording tab.
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In the Transcription area, toggle the switch to On, read
the terms and click Accept.
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Paste your VoiceBase API key into the API Key field, and
set your desired priority from the Priority drop down
list.
If you set a lower transcription priority, it'll take longer for Live
Experience to generate transcriptions. Select High to
have transcriptions available in two to three minutes,
Normal (default) to have transcriptions available
within an hour, and Low (discounted subscription) to have
transcriptions available within twenty-four hours.
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To disable transcription, toggle Get voice transcription of recorded
calls to Off.