NextivaONE - Transcription and Summarization

With Nextiva's AI-powered transcription and summary services, you can capture key moments and next steps in every call as well as view actionable summaries and insights, improving communication efficiency and driving stronger relationships with your customers.

Setting up Transcription and Summarization

Users will need a Transcription and AI Summaries license assigned to them in order to utilize this feature. Click here for a guide that walks through how to assign a license to a single user.  For instructions on how to bulk assign a license to multiple users, click here.

Once the license is assigned, call recording will need to be configured for the user. If the user previously had call recording enabled, their settings will remain the same, and the transcription and summarization will be applied.  For a recording setup guide, choose the image that looks most like your login experience.

Below are the different call recording modes and how they will work with transcription and summarization:

Mode	Description	NextivaONE Screenshot
Always	When enabled the recording and transcription will start automatically (the indicator is displayed), the user does not have the option to pause or stop.
Always with Pause/Resume	The call will be automatically recorded and transcribed, but the user is able to pause and resume the recording.
On Demand	The call recording and transcription will start whenever the user clicks start, but the recording will record the entire call, not just the point where start was clicked. The user has the options to start, pause, and resume the recording and transcription.
On Demand with User Initiated Start	The recording and transcription is only started at the point when the user clicks start recording, and not the entire call is recorded. The user has start, pause, resume and stop options.
Never	When this option is selected, the recording and transcription are not available to the user. An indicator is displayed, but the user cannot interact with the call recording controls, with a message: Call recording and transcription disabled, contact your admin for more information.

Using Transcription and Summarization

1. Log in to NextivaONE
   
   
2. Start a call
   
   
3. Recording and transcription options are going to be available in the active call widget based on the settings above.
   
   
   Options to Start/Pause/Resume/Stop will be available based on settings and recording state.
   
   
   
   
4. After the call is completed, you will receive a notification when the transcription is available.
   
   
5. Navigate to conversation history and locate a call with the recording/transcription. Call summary is available next to call details.
   
   
   
    
   • Longer calls may take more time to summarize. If call summary is still being generated, you will see a pending state.
     
     
   • If there is an error in the summary, you will see an error message.
     
     
6. Click View transcription to open the detailed transcription record.
   
   
7. A search option is available within transcription. Start typing your search key to highlight matches.
   
   
8. Recording and transcription is also available in mini view on active calls and on call records.
    
   
   Note: recording and transcription controls are not available on the minimized call widget on the standard view.