Record your WhatsApp calls, get a written transcript of each one, and see a short AI summary on the ticket. You can find all of them on the ticket and in Call Logs once the call ends.
When you take or make a WhatsApp call from the BIK Helpdesk, BIK can now save two things for you:
Call recording: the audio of the call. You can play it back from the ticket or from Call Logs.
Call transcript: a written version of the call that shows who said what (your agent or the customer) and when. You can view it or download it as a text file.
Recording and transcription are separate settings. You can turn on either one, both, or neither.
When transcription is on, BIK also writes a short Call Summary of each call for you. It covers what the customer needed, how they felt and any follow-ups. Think of it as meeting notes for every support call, written for you.
How to set it up
Log in to your Bik dashboard.
Go to Settings → Channel Management.
Find your list of connected channels, Select WhatsApp Account
Choose the WhatsApp Business account you want to configure.
Click on Setup (or Edit, if calling is already set up) and switch on WhatsApp Calling.
Switch on Call recording and transcribe.
Select the language of the announcement your customers will hear.
Type your announcement in the text box. For example: This call may be recorded for quality and training purposes.
Click on Save.
When recording or transcription is on, a short announcement plays to both your agent and the customer at the start of the call.
Why should you use it?
Until now, a WhatsApp call left only a line in the ticket saying a call happened. If an agent promised a refund or a replacement on the call, they had to write a private note from memory afterwards.
With recording and transcription turned on:
Agents can check what was said before following up, instead of relying on memory.
Team leads can review calls for quality and training, the same way they review chats.
Disputes are easier to settle. You can go back to the recording or transcript to see what was agreed.
Agents save time after calls. The Call Summary gives them the key points without replaying the whole call.
Where to find recordings, transcripts and summaries
Recordings and transcripts usually take about a minute after the call ends. While they're being prepared, you'll see a processing state on the call.
On the ticket
Open the ticket linked to the call.
Find the call in the conversation.
Click play to listen to the recording or Download recording.
Click View transcript to read the transcript, or Download transcript to save it as a text file.
The Call Summary appears with the call.
In Call Logs
Click Call Logs in the Helpdesk menu.
Find the call. You can search by customer name or phone number.
Play the recording or open the transcript from that row.
FAQs
Can I turn on transcription without recording?
Yes. The two settings are separate, so you can turn on either one, or both.Who can listen to a recording?
Anyone on your team who can open the ticket can listen to the recording and read the transcript.Why didn't I get a Call Summary for a call?
A summary is made only when there's enough conversation in the transcript to summarise. If the customer hung up during the announcement, or only said a word or two, you won't see a summary.Can my agents download call recordings?
Yes, agents can download call recordings
If you have any questions or need help setting this up, reach out to us at [email protected].