Call Recording & Transcripts

Call recording and transcription with AI summaries in your inbox

Record calls on your SIP line, turn them into transcripts and short AI summaries, and keep every call in the same conversation history as the customer’s WhatsApp, SMS and web chats.

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  • Call recording
  • Speech-to-text transcripts
  • AI call summaries
  • Access controls & redaction
Nova Clinic · Call 03:12 Call transcript

Nova Clinic, good morning. This call is recorded for quality. How can I help?

00:03

Hi, my lab results were supposed to be ready yesterday.

00:09

Let me check. They are ready, and Dr. Aydın can go through them with you on Thursday at 11:00.

00:41

Call summary

Lab results ready · review booked Thu 11:00

Transcript saved · confirmation sent by SMS

03:12

Why record and transcribe

Every call becomes something your team can read, search and act on

A phone call usually leaves nothing behind except a few notes. With recording and transcripts in MonoChat, the next agent sees what was said, managers can review quality, and workflows can act on the outcome.

  • Transcripts and summaries stored with the conversation
  • Callers’ earlier chats and calls in one customer history
  • Search across calls instead of listening back
  • Follow-up messages on WhatsApp or SMS after the call
Voice calls over SIP Multi-agent call center

Team inbox

All channels
  • Incoming call · SIP Asked about the delivery status
  • Sara A. · WhatsApp Is the linen shirt available in medium?
  • Deniz K. · Instagram Can I book for Friday at 6pm?
  • Omar H. · Messenger Please reserve the black pair.
  • Website visitor · WebChat Which plan fits a team of five?

What you get

Call recording, transcription and AI summaries in one place

Everything that happens on a call, kept with the customer and ready for your team.

Support calls

The next agent knows the story before saying hello

When a customer calls about a problem, the transcript and summary land on their profile. If they write on WhatsApp later, whoever answers already sees what was promised.

  • Summary with reason, outcome and next step
  • Ticket created from the call
  • Follow-up sent on the customer’s preferred channel
Nova Store · Call 04:05 Call transcript

My parcel arrived and the box was crushed. The lamp inside is broken.

00:12

I am sorry about that. I will send a replacement today at no cost to you.

01:30

Call summary

Damaged delivery · replacement approved

Ticket created · sentiment improved

04:05

Sales calls

Qualify leads on the phone without typing notes

The AI summary pulls out what the caller needs, their budget and the next step. A workflow writes it to your CRM and books the follow-up.

  • Key details captured from the conversation
  • CRM updated through your integration
  • Agent free to focus on the caller
Nova Homes · Call 06:48 Call transcript

We are looking for a three-bedroom flat near the city center, up to 400,000.

00:20

I have two that fit. Could you visit one of them on Saturday morning?

03:55

Saturday at 10 works for us.

04:02

Call summary

3-bed, city center, budget 400k

Viewing booked Sat 10:00 · lead updated

06:48

How to set up call recording and transcripts in MonoChat

Four steps from your SIP trunk to calls that document themselves.

  1. Connect your SIP provider

    Add your SIP trunk credentials, map inbound numbers and set the outbound caller ID.

  2. Set the recording policy

    Decide which calls are recorded, add a recording notice to the call flow and choose who can access recordings.

  3. Turn on transcripts and summaries

    Let MonoChat convert recorded calls to text and write a short AI summary for each one.

  4. Review, search and automate

    Search transcripts, review quality in analytics and trigger workflows from call outcomes.

Recording and privacy

Record calls responsibly

Call recording laws differ by country and region. This checklist is a starting point, not legal advice.

  • Tell callers that the call is recorded, for example in the greeting at the start of the call flow
  • Check the consent rules where you and your callers are: some places allow one-party consent, others require everyone on the call to agree
  • Under GDPR and similar laws, have a legal basis for recording and tell people how long you keep recordings
  • Limit who can play recordings and read transcripts with role-based access, and keep audit logs
  • Use redaction and PII-safe workflows for card numbers, health details and other sensitive data
  • Recording notice
  • Consent
  • Role-based access
  • Redaction

Call recording use cases by industry

The same recording and transcript tools, set up for the calls your sector handles.

FAQ

Call recording and transcription FAQ

How recording works over SIP, what summaries contain and how to stay compliant.

Can MonoChat record calls made over SIP?

Yes. Once your SIP trunk is connected, MonoChat can record inbound and outbound calls according to the recording policy you set. Recordings, transcripts and summaries are stored with the conversation, next to the customer’s chats.

How does call transcription work?

MonoChat converts the call audio to text with speech-to-text and stores the transcript with the conversation. Your team can then search it, quote it, review it for quality and use it in analytics instead of listening to the recording again.

What does an AI call summary include?

A short summary of why the customer called, what was agreed and the next step, along with signals such as sentiment. It appears on the conversation so the next agent, or a workflow, can continue from there.

Is it legal to record customer phone calls?

It depends on where you and your callers are. Some places allow recording when one party consents, others require everyone on the call to agree, and laws like GDPR require a legal basis and clear information. Telling callers at the start of the call is the common baseline. Check with your legal advisor for your markets.

Can sensitive data be kept out of transcripts?

MonoChat supports PII-safe workflows and optional redaction, together with role-based permissions and audit logs. How sensitive data is handled depends on your configuration and policies.

Can a call trigger follow-up actions?

Yes. With workflow automation and AI functions, the outcome of a call can create a CRM lead, open a support ticket, book an appointment or send a follow-up message on WhatsApp or SMS.

Keep exploring

First month of Growth on us

Turn every call into a record your team can use

Connect your SIP trunk, set your recording policy and get transcripts and AI summaries next to every chat.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

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