---
schema_version: "1"
id: e948a16a6a3ba0662c77f969a5e6792d96a98156b69e7c9bc9fd605dd99b6927
title: Get Up to Speed with Call Transcripts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_transcripts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_transcripts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 08c422fd68e25491b9a0c4a82ccda62726071b365d21a84f7fff148cf0269a21
description: To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Get Up to Speed with Call Transcripts

To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d161703e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">To answer and make calls and view Voice records:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">Salesforce Voice Contact Center Rep permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">To view call transcripts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">Access Conversation Entries user permission (which is available in the Contact
              Center Agent permission set)</td>

          </tr>
        </tbody>
      </table>

Call transcripts are available only if your admin configured them in your telephony provider and added the Conversation component to your page layout.

If Amazon Connect is your telephony provider, keep these considerations in mind.

- If the transcription Lambda functions require a warm-up period, the transcripts don’t appear immediately.
- If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a call are transcribed due to a Lambda function limitation.

#### See Also

- [Set Up Call Transcription](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_set_up_transcription.htm)