Transcripts Are Missing
A call appears in your logs but the transcript is empty or absent. Work through these in order — the cause is usually near the top.
1. The Call Is Still Processing
Transcripts are generated after a call completes, not during it. Very recent calls may legitimately show nothing yet. Wait a few minutes and refresh before investigating further.
💡 Tip: If transcripts consistently appear after a short delay and then populate correctly, nothing is wrong. Check the timestamp on the calls you are worried about.
2. The Call Was Too Short
Calls that end within a few seconds — hang-ups during the greeting, misdials, dropped connections — may produce no usable speech to transcribe. Check the call duration. A three-second call with no transcript is expected behaviour, not a fault.
3. The Call Never Reached Your Agent
If forwarding is misconfigured, calls can appear in your phone provider's logs but never reach the agent, so no transcript exists to generate. Confirm the call actually shows agent handling rather than only an inbound record.
4. Retention Has Expired
Transcripts are subject to configurable retention windows and are removed automatically once the window passes. If the missing transcripts are all older than a certain age, and newer ones are fine, retention is the explanation.
⚠ Note: Transcripts and recordings can have different retention periods. Finding a recording without a transcript, or the reverse, is consistent with retention rather than a fault.
5. Audio Quality Was Unusable
Severe line noise, very poor mobile reception, or heavily distorted audio can prevent transcription. Listen to the recording — if you cannot make out the words, transcription could not either.
When to Escalate
Contact support if transcripts are missing across recent calls of normal duration, where the agent clearly handled the call and the audio is audible. Include specific call IDs and timestamps — investigation without them is significantly slower.