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  • 1.  Generate AI Guide from Transcript - Permission Question

    Posted 6 days ago

    Hi all,

    I am looking to create an AI guide based off one of my Queues. I see that in the prerequisites for Guide Creation. AI Insights needs to be enabled at the Program Level.


    Just want to confirm: Is this actually needed for creating Guides from Transcripts? I've tried a few times to get this to work, but it hasn't generated for my target queues and there are about 15K calls in my target queues over the past 2 weeks. My user has all the required permissions as well.

    Anyone else used this feature yet?


    #AIConfiguration

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    Peter Stoltenberg
    Engineer
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  • 2.  RE: Generate AI Guide from Transcript - Permission Question

    Posted 5 days ago

    If AI insights is required that's fairly disappointing as that just adds an additional cost.  What if the organization uses agent copilot already?  Forcing an organization to enable ai insights at extra cost is a blocker to some.



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    Vaun McCarthy
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    Original Message


  • 3.  RE: Generate AI Guide from Transcript - Permission Question

    Posted 2 days ago

    Hi Vaun,

    If a customer is using Agent Copilot then AI Insights is not charged for all conversations that Copilot is also involved with. My assumption is that the Reason for Contact amongst other data is required to refine the information needed for guides. There's potentially a lot of processing which would be completed beforehand with Insights.

    "However, if you enable Agent Copilot simultaneously, then Supervisor Copilot summaries and insights do not consume tokens and instead rely on Agent Copilot functionality."



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    Richard Chandler
    Connect
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    Original Message


  • 4.  RE: Generate AI Guide from Transcript - Permission Question

    Posted 2 days ago

    Thanks Richard, that makes sense.  The key piece in here that could maybe be clearer in the description of this feature is that (at least according to my theory)  AI Insights is really only required here because it extends the retention of the summary information from the 10 days only provided by agent copilot.  Although it also seems to me in a large volume call centre you may have enough transcripts and summaries within that 10 day period to build some guides.



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    Vaun McCarthy
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    Original Message


  • 5.  RE: Generate AI Guide from Transcript - Permission Question
    Best Answer

    Posted 5 days ago

    Hello Peter,

    I can confirm that AI Insights does need to be enabled at the Program Level. I would recommend the following:

    • Confirm with that AI Insights is enabled at the Program level, not just organization level
    • Ensure that call recording is enabled since transcripts depend on recordings
    • Make sure that the queue that you're selecting contains the actual transcripts (not just calls)
    • Double check that your selected date range captures conversations that have been transcribed

    Hopefully once you're done with that list you will be able to create a guide. I will say that guide generation may take several minutes depending on the number of transcripts selected so you might need to wait just a little bit to verify that everything is working. If you've checked all of those things and confirmed that all prerequisites and settings are correct yet are still experiencing issues, I'd recommend opening a case with Product Support for further investigation.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 6.  RE: Generate AI Guide from Transcript - Permission Question

    Posted 5 days ago

    Hi Peter,

    Yes - AI Insights must be enabled at the Program level to generate AI Guides from transcripts. Having Copilot alone is not sufficient.

    Also double‑check that the selected queue actually has transcribed conversations within the date range, and that call recording + transcription are enabled. Even with high call volume, only completed transcripts are used. Guide generation can also take a few minutes to appear.

    I agree with the concern around added cost - this dependency on AI Insights can definitely be a blocker. If everything looks correct and it still doesn't work, opening a Support case is the next step.

    Hope that helps.



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


  • 7.  RE: Generate AI Guide from Transcript - Permission Question

    Posted 2 days ago

    Also if this feature relies on summaries from the conversations, not the transcripts, then that should be stated more clearly. 

    I will continue verification on my side, but would be bummed if I need to have summaries enabled for a period of time for this feature to work.



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    Peter Stoltenberg
    Engineer
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    Original Message


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