How to Read a Call Transcript in LeadLocate

Every recorded call in the CRM has a written transcript one click from the call row. Here is where to click.

1. Open the call log

   In the desktop CRM, choose Calls from the main menu. Every inbound and outbound call the store made is a row with its direction, Caller ID, the salesperson, its Duration and its outcome. On the phone app, Open call logs on the Workspace shows the same calls.

2. Find the call

   Narrow the list to the salesperson and the day you want, or open the lead and scroll its timeline to the call instead. A call reached from the lead is the same row, just filtered for you.

3. Check that the call has audio

   A transcript comes from a recording, so the row needs a Play control. A row whose outcome reads Customer did not answer or Line was busy has nothing to transcribe. A row that reads Connected with a duration has audio behind it.

4. Open the transcript

   Click the transcription control on the row. The lightbox opens over the call log. The first time anyone opens a given call, the transcript is produced on the spot and takes a moment; after that it is stored with the recording and opens instantly for the next reader.

5. Read it with the audio beside it

   The lightbox header tells you whether the call was inbound from or outbound to the customer's number and when, and the Conversation Text: block holds the words. Press Play on the row if a line reads oddly; a transcript is a working copy, and the recording is the record.

6. Act on what you read

   Open the lead, add a note about what was promised, and set the follow up. If the call is worth a coaching conversation, keep the lightbox open and have it with the salesperson at the screen.

You need a login to the desktop LeadLocate CRM and at least one recorded call. Any user can open the transcript of a call they can see; a Manager or Master Administrator sees every call at the store, and a salesperson sees their own. Recording is what makes a transcript possible, and it is a switch on the softphone: Record this call on the VoIP Phone, reached from Make a Call in the top bar or from the phone number on a lead. Inbound calls to the store's tracking numbers that are forwarded to a salesperson run through the same recorded path, so a customer who called in has a row with audio too. Your store sets its own policy on announcing that a call is recorded; the call recording and transcription page covers the compliance side.

The lightbox sits over the call log, and the log is still there when you close it. The header names the direction, the number and the time. Below it, the transcript reads as the conversation happened, from the greeting to the goodbye, long enough to scroll on a long call. Names, dollar figures and vehicle descriptions are the lines worth checking against the audio, because they are the lines a customer will remember. The same call also sits on the lead's timeline, in order with the texts, pictures, emails and voicemails around it, so a manager reading a lead from the top sees the phone conversation where it happened rather than in a separate system. Nothing is charged per transcript and there is no separate account to open; every plan on the pricing page includes it.

Leave your number and a lead specialist calls you back to answer your questions about pricing, coverage, and setup. Mon - Sat, 9:00 AM - 6:00 PM Pacific.

Prefer to talk right now? Call or text 844-376-2274.

There is no transcript control on the row. The call was not recorded. Look at the outcome: Customer did not answer, Line was busy and Caller Hung Up have no audio, and a connected call placed with Record this call switched off has none either. Turn the switch on for the next call; a store that wants every call recorded leaves it on.

The lightbox opens but stays empty. The transcript is still being produced. This happens on the first open of a long call. Give it a moment and open it again; the second open is instant because the text is now stored with the recording.

The words are wrong in places. Background noise on a lot, two people talking at once and a customer on speaker all cost accuracy. The recording is the record; play the passage and trust your ears. If a whole call transcribes as noise, the audio itself is poor, and a headset on the salesperson's side is the fix.

Anything else, the support team can open the same call from the store's side.

Transcripts start with recorded calls, and recorded calls start with the VoIP softphone, where the recording switch lives; the mobile version of the same phone is covered in how to use the mobile dialer. A call that rolled to voicemail shows in the same log as a Voicemail Drop when the salesperson left a recorded message, which is its own task. Managers who read transcripts to coach usually pair them with the reports dashboard, where activity by user counts the calls the transcripts explain. Every guide in the Help Center is written the same way as this one.

Read transcripts by pattern, not by call. Pick one salesperson, read five of their calls in a row, and the habit shows itself: the payment quoted before the trade is discussed, the appointment set without a time, the question the customer asked twice. One pattern found in twenty minutes of reading is worth more than an hour of listening. And keep the lightbox open when you have the conversation with the rep. A transcript on the screen between two people is a fact; a memory of a call is an argument.

Can I get a transcript of a call that was not recorded?

No transcript exists without audio. Turn on Record this call on the softphone before dialing, and inbound calls forwarded through the store's tracking numbers are recorded on the same path.

How long does a transcript take to appear?

It is produced the first time anyone opens it, usually a few seconds, longer for a long call. After that it is stored with the recording and opens instantly.

Who can read a salesperson's transcripts?

The salesperson, and any Manager or Master Administrator on the account. Roles are set in User Management.

Is there a charge per transcript?

No. Recording, storage and transcription are part of every LeadLocate plan.

Schedule a live training session and a specialist walks your managers through call transcripts on your own account.

Prefer to talk right now? Call or text 844-376-2274.