Call tracking

Call transcription and keyword tags

Transcripts of recorded calls to your OrcLink tracking numbers, and tags for the keywords you list.

Built, not yet tested liveBuilt. Not yet tested against a live Twilio Voice Intelligence account.

Live: shipped in OrcLink's production release before this one. Built, not yet tested live: built and tested with sample data, not yet run against a live account of the vendor. Coming soon: listed, not available to connect yet.

Switching it on

Calls > Rules and recording (owners and admins). Enter your Twilio Voice Intelligence service id, then turn transcription on for a number pool. Off by default.
A pool can be transcribed only with call recording on and a recording notice that says the call may be transcribed, for example: "This call may be recorded and transcribed for quality and training purposes." The notice is spoken before the call is connected.
Static numbers are never transcribed.
Never in HIPAA mode: transcription is off and locked, and a recorded BAA does not change that. Turning HIPAA mode on blocks reading transcripts at once, and the next transcription run deletes every transcript of the workspace (here and at Twilio).

What is recorded

The text of each recorded call to a pool with transcription on, made by Twilio Voice Intelligence on your Twilio account. OrcLink copies it and then deletes the copy at Twilio.
The text is stored encrypted, never written to a log, and shown only to owners and admins; each read is recorded in the audit log.
Keyword tags: up to 50 phrases you list (such as "price" or "book an appointment"). A phrase found in a call as whole words becomes a tag on the call: your phrase, never the caller's words. A phrase that looks like a phone number or an email address is refused.
It is requested and collected while the scheduled job telephony runs (your OrcLink operator schedules it). Without that job, opening the Calls page runs it for the workspace at most once every 1 hour, for calls of the last 2 days only.

How long it is kept

Deleted with the recording, at your recording retention (30 days by default, at most 85), or with the call record, whichever is first.
A data-subject delete (Settings > Privacy) deletes the transcripts of the person's calls.

Known limits

Twilio Voice Intelligence is a separate Twilio product with its own price and settings (check its PII redaction and data logging settings in Twilio). Its interface is not yet tested against a live account.