AI Assist
AI Assist turns your recorded calls into readable transcripts, short summaries, and action items, so you can stay focused during a call and quickly refer back to what was said afterwards. Transcripts can be generated automatically in the background as soon as a call ends, or on demand from the call's playback view. You can also receive a daily or weekly call summary email that rolls up your recent calls.
What you get
Personal transcripts and summaries
Transcripts of your own calls, generated from your personal call recordings. Personal transcripts are private to you.
Business transcripts and summaries
Transcripts of company-recorded calls, available to users with permission to listen to those recordings, the same access model as the underlying recording.
Call Summary email
A daily or weekly digest of your recent transcribed calls, with highlight themes and prioritized action items linked back to specific calls.
Requirements
Choose between Personal and Business call recordings and summaries:
- Recorded Calls & Business Transcription
- Personal Call Recording & Personal Transcription
Info
AI Assist must be activated at the user level on the customer account - this is handled by Telavox.
Each user has a monthly transcription allowance. Both automatic and manual transcriptions draw from the same allowance.
Click on the tabs below for a step-by-step guide at both the Administration and User level:
Set up guide - Administrators
Click on the tabs below for a step-by-step guide on how to add the features with Flow and Bundle packaging. If you're unsure which packaging model you have, please contact your Telavox representative.
Flow
The following add-ons must be assigned on the users. Choose between Personal, Business, or both.
If you are the administrator on your company:
- Sign in to the Admin portal.
- Navigate to Users.
- And then Additional services.
- Select the user and enable the AI Assist services you want to grant, choose between Personal, Business, or both:
- Recorded Calls and Business Transcription
- Personal Call Recording and Personal Transcription
- For Business Transcription, also set Permissions > User permissions > Recorded Calls so the user can listen to and transcribe company-recorded calls.
Bundle
The following add-ons must be assigned and included in the users license. Choose between Personal, Business, or both.
If you are the administrator on your company:
- Sign in to the Admin portal.
- Navigate to Users.
- And then click on Licenses.
- Select the user and assign a license that includes one or both of the requiredadd-ons:
- Recorded Calls and Business Transcription
- Personal Call Recording and Personal Transcription
How to assign licenses to a user
For more information on how to assign licenses to a user, see the FAQ article User Creation & License Management.
If the required add-ons are not included, please contact your Telavox representative.
Set up guide - End users
In the Desktop and Webb app:
- Open Settings (the cogweel icon in the top bar).
- Go to Call recording & Transcription and then select Personal call recording.
- Toggle on Edit per profile and select a profile in the list. Choose Record&auto-transcribe. This setting is per profile, so repeat on any other profile where you want auto-transcription.
- To receive call summaries by email, go to Settings > Transcriptions and Call summary by Email.
- Toggle Daily or Weekly, or both. Only calls that have been transcribed are included in the email.
Auto-transcribed calls
When a call is auto-transcribed, the transcript appears directly in the call's details, no button press needed. It usually shows up within about a minute after the call ends. Simply navigate to the History tab and select the call.
For each transcribed call you see:
- A one-line subject and a summary
- Action items
- Speaker segments with timestamps
Transcribe a call manually
If a call wasn't auto-transcribed, you can still transcribe it on demand:
- Web app and Desktop app: Go to History > select the call > then press Transcribe.
- Mobile app: Go to History > select the call > then choose Transcribe.
A manual transcript uses the same structured format as an automatic one and draws from the same monthly allowance.
Call summary by Email
The Call summary by Email gives you a quick read of your recent calls without opening the app:
- Daily sends each working day. Weekly sends once per week. Both can be on at the same time.
- Each email contains an overall summary, a few highlight themes from the period, and prioritizedaction items, each linked back to the specific call it came from.
- Only calls that have been transcribed (automatically or manually) are included.
Allowances and what happens when you run out
Each user has a monthly transcription allowance. As you get close to the limit, you receive a warning email so you have time to adjust.
When the allowance is used up, new calls are no longer transcribed until the allowance resets the following month. Calls that started while you still had allowance left are always finished in full and are never cut off mid-call.
As long as call recording is on, the recording is kept under its normal retention. Once your allowance refills, you can go back to those calls in History and transcribe them manually, so calls made during a no-allowance period are not lost to AI Assist.
You can check your current usage at any time in Settings > Transcriptions > Usages.
Export Business transcriptions
Business transcriptions can be delivered to your own systems, such as a CRM, ticketing platform, or analytics tool, via two paths:
-
Webhooks. When a Business transcription is ready, Telavox sends the structured content (segmented transcript, summary, action items, tags) to an HTTPS endpoint you operate. Requests are signed so your system can verify the sender.
- API. A public API lets you list and fetch Business transcriptions on demand, mirroring the existing recorded calls API. Useful for pull-based integrations and back-fills.
Personal transcriptions are not exported by either path. They remain visible only to the user the call belongs to.
The administrator on your Telavox account configures webhook destinations.
Privacy and access
Personal transcripts are private to you. Only the user whose call it is can read a personal transcript. Access is enforced on every request. Administrators, supervisors, and other users in your organisation cannot read another user's personal transcripts.
Business transcripts follow the recording. A business transcript is visible to the same users who are allowed to listen to the underlying call recording. AI Assist does not introduce a new sharing surface.
Recording and transcript share one retention policy. A call recording and its transcript share the same retention period and expire together. Personal recordings and transcripts can be removed by the user from the Telavox app. Business recordings and transcripts are managed by an administrator in the admin portal.
Q&A
I made a call but don't see a transcript.
Check that call recording was on for that call. If it was, wait about a minute and refresh, or use the manual Transcribe button from playback. If no calls are being transcribed, check your remaining allowance in Settings > Transcriptions.
Can my administrator read my personal transcripts?
No. Personal transcripts are visible only to the user the call belongs to.
How long are transcripts kept?
Transcripts share the same retention period as the call recording they belong to: 730 days for company-recorded calls (configurable on your account) and 60 days for personal calls.
Does it work in my language?
AI Assist supports nearly 100 languages, including English, Swedish, Norwegian, Danish, Finnish, Dutch, French, German, Spanish, Italian, and Portuguese, alongside many others. The spoken language is detected automatically for each call, so you don't need to set it beforehand.
How do I check how much allowance I have left?
Open Settings > Transcriptions. Your current usage and remaining minutes are shown there.