Voicemail Transcribing

Discussion in 'Feedback and suggestions' started by Geeshan, Oct 3, 2016.

  1. Geeshan

    Geeshan Member

    One of the features I came across on another platform, that would be awesome to have in Kayako is the ability to have voicemails transcribed into Text and created as a case

    IE:
    User calls support line (no answer) goes to Voicemail-> Voicemail sent to helpdesk email address-> Kayako or 3rd party add on transcribes the voicemail into Text and creates a Case.
     
  2. Phil R

    Phil R Established Member

    You can do this sort of thing already through 3rd party services. In fact, it's reasonably likely the service you saw this one, used this very integration.

    https://www.twilio.com/call-recording

    This does not come without your own effort to do the integration though.
     
  3. Gary McGrath

    Gary McGrath Staff Member

    Hey there,

    You are right that Twilio offers this service, you can automatically have it create cases in Kayako without needing to do any integration work yourself. You can use Zapier to do this, you can create a zap to send new transcriptions from Twilio to Kayako ( creating a user and case as required )

    Hope that helps!

    Gary
     

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