Transcript Import Documentation

Learn how to import call transcripts for AI-powered scoring and analysis

Last updated: 10/8/2025

Import call transcripts to get AI-powered scoring and detailed feedback on your team's sales conversations. This feature allows you to analyze any recorded call, whether from your CRM, recording software, or manual transcription.

Overview

Transcript Import enables you to:

Upload Call Transcripts: Import transcripts from any source
AI-Powered Analysis: Get detailed scoring and feedback on conversations
Performance Tracking: Track improvement over time with imported data

💡 Tip: Transcript Import is perfect for analyzing calls from your CRM, recording software, or any other source where you have conversation transcripts.

Supported File Formats

Text Files

Plain Text (.txt): Simple text files with conversation transcripts
VTT Files (.vtt): WebVTT subtitle files with timestamps
SRT Files (.srt): SubRip subtitle files with timestamps

ℹ️ Info: Currently, only text-based files (.txt, .vtt, .srt) are supported for direct import. Audio and video files are not yet supported for automatic transcription.

How to Import Transcripts

Step 1: Access Transcript Import

Navigate to Call Logs in the sidebar
Select "Live Calls" in the filters
Click the "Import Transcript" button
The import dialog will open with two options

Step 2: Choose Import Method

The import process has two main steps:

Import File Tab

Click "Choose File" or drag and drop your file
Select a supported file (.txt, .vtt, or .srt)
The file will be validated and selected
Click "Next" to proceed to configuration

Copy/Paste Tab

Select the "Copy/Paste" tab
Paste your transcript content directly into the text area
Click "Next" to proceed to configuration

Step 3: Configure Analysis Settings

In the second step, you'll configure how the transcript should be analyzed:

Required Settings

Scorecard (Required):

Choose the evaluation criteria that will be used to score this transcript
Select from your organization's available scorecards
This determines how the conversation will be evaluated

Seller (Required):

Identify who was selling in the conversation
Two options available:

Select from Organization:

Choose an existing team member from your organization
This links the call to a specific user in your system
Useful for tracking performance of current team members

Manual Entry:

Type a seller name for external users or guests
Useful for analyzing calls from people not in your organization
Allows you to score calls from external partners or contractors

Optional Settings

Product (Optional):

Select the product or service being discussed in the transcript
Helps provide context for more accurate scoring
Choose from your organization's product catalog

Buyer (Optional):

Enter the name of the buyer/customer in this transcript
Helps identify the conversation participants
Useful for tracking specific customer interactions

Step 4: Process and Score

Review Settings: Verify all configuration is correct
Click "Score": The system will process and analyze the transcript
Wait for Processing: The analysis typically takes a few moments
View Results: Once complete, the scored call will appear in your Call Logs

Best Practices

1. Quality Transcripts

Ensure your transcripts are accurate and complete:

Complete Conversations: Include the full conversation from start to finish
Speaker Identification: Clearly identify who is speaking when possible
Accurate Content: Verify transcript accuracy before importing

2. Appropriate Configuration

Choose the right settings for accurate analysis:

Matching Scorecard: Use scorecards that align with your sales methodology
Correct Product: Select the product actually being discussed

3. Privacy and Security

Protect sensitive information:

Data Security: Ensure transcripts don't contain sensitive customer information
Compliance: Follow your organization's data handling policies
Anonymization: Consider removing or anonymizing sensitive details
Access Control: Limit access to imported transcripts as appropriate

Troubleshooting

Common Issues

File Upload Problems:

Ensure file format is .txt, .vtt, or .srt
Check file is not corrupted or empty
Verify internet connection is stable

Configuration Issues:

Scorecard selection is required - choose an appropriate evaluation criteria
Seller selection is required - either select from organization or enter manually
Ensure all required fields are filled before clicking "Score"

Processing Issues:

Wait for processing to complete - don't close the dialog during analysis
Check that transcript contains actual conversation content
Verify the transcript is in a readable format

Documentation