Voice notes, transcription, and voice replies
How customer voice notes should be transcribed and used for AI replies.
What should happen
When a customer sends a voice note, BOS should transcribe the audio first, then pass the transcription to the selected AI reply model if automatic voice handling is enabled.
Good setup
- Choose the transcription model in AI model use cases.
- Choose the target language if your business wants translated transcription.
- Test short and long voice notes before using it with customers.
- Check that the transcription text appears in AI Inbox so staff can verify it.
If transcription is wrong
Ask the customer politely to resend or type the message. Regional accents, noisy audio, and very short clips can reduce accuracy.