---
title: "A call has no transcript or AI labels"
url: "https://calltracking.au/help/recording/transcript-or-labels-missing"
summary: "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."
type: troubleshooting
audience: customers
products: ["AI Call Insights", "Call recording"]
who_can_do_this: "An Owner or Editor on the account"
---

# 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

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

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.

**To fix it**, see [Calls aren't recorded](/help/recording/calls-not-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.

**To fix it**, 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.

**To fix it**, 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

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

**To fix it**, 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

**To fix it**, see [There's no transcript](#theres-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.

**To fix it**, 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](https://calltracking.au/support#contact)

## Related

- [What does AI Call Insights do?](https://calltracking.au/help/recording/ai-call-insights.md)
- [Calls aren't recorded](https://calltracking.au/help/recording/calls-not-recorded.md)
- [How analysis works](https://calltracking.au/docs/recording/ai-call-insights/#how-analysis-works)

---

Web version: https://calltracking.au/help/recording/transcript-or-labels-missing