Call transcripts

Customers say the most useful things on calls. CustomerSaid can bring call transcripts into the inbox so that what was said becomes evidence, with the speaker and company attached.

Two ways to bring in calls

Connect Gong. Once connected, new customer calls arrive on their own. See Gong and call recordings for setup.

Paste a transcript. If you use another recorder, copy the transcript into New feedback, choose Customer call as the source, pick the company and contact, and save. Long transcripts are fine; AI looks for the customer statements that matter.

What a transcript looks like

Gong calls are stored as a transcript with one line per speaker turn, like this:

[04:20] Dana Lee (customer, northwind.com): We cannot roll this out without SSO.

The call is attributed to the outside participant with an email address who spoke the most. The company comes from the email domain, and the contact from the email address. The call title, link back to Gong, start time and duration are kept.

What counts as a customer call

A customer call has at least one participant from outside your company. Internal and private calls are skipped before anything is fetched, so they cost nothing and are not stored. Your own domains are read from Gong settings to decide who is external.

Timing

Gong lists a call after it has processed the recording, which can take up to an hour. CustomerSaid then picks it up on its next pass, about every 15 minutes. You can also run a one-time import of the last 30 or 90 days. The import shows an estimate of the number of customer calls and the AI cost before you confirm.

Tips

• Name the right company when pasting. Attribution makes revenue context accurate.
• Do not paste internal strategy discussions. Only customer words belong here.
• Audio and video are not stored.

Troubleshooting

A recent call is missing. Gong may not have finished its transcript. CustomerSaid retries for about 24 hours.

A call is attributed to the wrong company. Check the external participants and email domains in Gong. Company matching follows the email domain.