Overview
This article explains how Conversation Intellig transcription works with automatic callback depending on user and response group settings.
The result is affected by:
- If CI is enabled on the user
- If CI is enabled on the response group
- Which number is used (IVR or response group)
How it works
1. CI on user, but not on response group
In these cases, no transcription takes place:
- Callback via the response group's number
- Callback via custom IVR number (without response group number)
👉 CI on the user is not enough if the response group lacks CI.
2. CI on both user and response group
In these cases, transcription takes place:
- Custom IVR number + other number on response group
- Custom IVR number + no number on response group
👉 When CI is activated at both levels, transcription works regardless of the numbering scheme.
3. CI on response group, but not on user
In these cases, transcription takes place:
- Custom IVR number + no number on response group
- Custom IVR number + other number on response group
👉 CI on the response group is sufficient to activate transcription.
Summary
- CI must be activated on the response group for transcription to work.
- CI on the user alone is not enough
- Number configuration does not affect the result if the response group has CI enabled
FAQ
Do both users and response group need to have CI enabled?
No. It is enough that the response group has CI activated.
Why don't I get a transcription even though the user has CI?
Because the response group lacks CI.
Does it matter which number is used?
No, not if CI is activated on the response group.
What is the most important thing to check when troubleshooting?
That CI is activated on the response group.