Genesys Cloud - Main

Hi Everyone, 

We are transferring the call from the Inbound Call Flow to the Voice Bot Flow before routing it to the queue to collect slots. However, we have noticed that the segment of the call involving the Voice Bot and customer is not being transcribed, as the transcript tab only displays the conversation between the agent and the customer. This issue persists despite configuring transcription in the Programs section.

Could you please confirm if any additional settings are required to enable transcription for the conversation between the customer and the Voice Bot?

Appreciate your insights and suggestions

Thanks,

Karthik

Have you followed all the directions to enable transcription in Architect?

https://help.mypurecloud.com/articles/transcription-action/

Hi Everyone, 

We are transferring the call from the Inbound Call Flow to the Voice Bot Flow before routing it to the queue to collect slots. However, we have noticed that the segment of the call involving the Voice Bot and customer is not being transcribed, as the transcript tab only displays the conversation between the agent and the customer. This issue persists despite configuring transcription in the Programs section.

Could you please confirm if any additional settings are required to enable transcription for the conversation between the customer and the Voice Bot?

Appreciate your insights and suggestions

Thanks,

Karthik

Thank you George  after adding the transcription enabled block, i see even the conversation with VoiceBOT getting transcribed. 

Have you followed all the directions to enable transcription in Architect?

https://help.mypurecloud.com/articles/transcription-action/

Hi Everyone, 

We are transferring the call from the Inbound Call Flow to the Voice Bot Flow before routing it to the queue to collect slots. However, we have noticed that the segment of the call involving the Voice Bot and customer is not being transcribed, as the transcript tab only displays the conversation between the agent and the customer. This issue persists despite configuring transcription in the Programs section.

Could you please confirm if any additional settings are required to enable transcription for the conversation between the customer and the Voice Bot?

Appreciate your insights and suggestions

Thanks,

Karthik