Manage voice notes and transcriptions

This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

What you can do

Find audio sent in support conversations and read its available transcription. Where to find it: Voice notes → Audio library and Transcriptions

Access to the underlying conversation and audio.
Audio transcription enabled and sufficient allowance if you request transcription.

Open Voice notes and find the recording in Audio library. Check its associated conversation before using it.

Play the recording where permitted. Open the conversation when you need to answer the customer or understand its context.

Review Transcriptions for the available text and processing status. Request transcription through the offered action when eligible.

Compare important details such as names or order numbers with the recording before using the text in an answer.

Review transcription failures and the workspace’s transcription settings or limits before retrying. Respect the audio retention period.

A customer explains a delivery problem by voice; the agent reads the transcription, listens to the order number and replies in the conversation.

Recording, upload, processing and transcription are separate steps.
A retained conversation does not guarantee its audio attachment is retained indefinitely.
Transcription can consume AI or audio allowance according to workspace settings.

Staff can use a customer’s voice note without mistaking an unreviewed transcription for an exact record.

Audio unavailable: check conversation access, processing state and retention.
No transcription: check whether the recording is eligible, transcription is enabled and its job has finished.

Share useful files and audio while checking that they are safe and ready.

Find a request’s status, cost and result without creating the same job repeatedly.