Troubleshooting

A call has no transcript or AI labels

Short answer

A transcript needs a recording, and AI labels need a transcript, with AI Call Insights on and at least one label turned on. A call that didn't qualify when its transcript was ready isn't analysed later.

Applies to
AI Call Insights, Call recording
Who can do this
An Owner or Editor on the account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. There's no transcript
  3. It says the analysis is in progress
  4. It says AI insights aren't available
  5. It says the analysis failed
  6. What to send us
  7. Related

What are you seeing?

In the Enfonica Console, open the call in the tracking site's Tracked calls. The Transcript card is below the Recording card, and AI labels and the summary are under Tags. The message under Tags tells you which section below applies.

There's no transcript

The call wasn't recorded

Every recording is transcribed, so a call without a Recording card has no transcript either.

Fix

See Calls aren't recorded.

Nothing was said

The Transcript card shows only when there's speech to show. A call where nobody spoke, such as a caller who hung up during the consent message, has a recording but no transcript to show.

Fix

There's nothing to fix: nobody spoke, so there was nothing to transcribe.

It says the analysis is in progress

Analysing call…

The call is being analysed. The page checks again every few seconds and shows the labels when they're ready. Analysis usually takes a few minutes after the call ends.

Fix

Wait. If it still says this an hour later, contact support with the call's time and tracking number.

It says AI insights aren't available

AI insights not available for this call.

The call didn't qualify for analysis when its transcript was ready, and it won't be analysed later.

AI Call Insights was off, or every label was off

Check

Open the tracking site's Call Insights page. Enable AI Call Insights must be on, with at least one label turned on.

Fix

Turn it on, turn on the labels you want, and save. New calls are analysed from then on; earlier calls aren't.

The call has no recording or transcript

Fix

See There's no transcript.

It says the analysis failed

AI analysis failed for this call.

The call couldn't be analysed. The usual reason is a call where nobody spoke, so there was nothing to analyse. A failed call isn't analysed again, and its labels can't be edited.

Fix

If nobody spoke on the call, there's nothing to fix. If this happens on calls where people clearly spoke, contact support with the call's time and tracking number.

What to send us

Include these and we can find the call straight away.

  • The tracking site's name in the Console.
  • The tracking number that was called, and the date and time of the call.
  • The caller's number, if you know it.
  • What you expected to see on the call, and what it shows instead.
Contact support

Our support team will reply by email.