Fynn and voice messages

Which messages are transcribed

• WhatsApp: voice messages and audio files, in WhatsApp Business inboxes and in WhatsApp (Twilio) inboxes.
• Telegram: voice messages and audio files, in private chats and in groups.
• A message can be up to 10 minutes long.

Voice and audio messages on LINE, and audio files that arrive by email or in the website chat, are not transcribed. They reach your team as they are.

How Fynn answers a voice message

Fynn reads the transcript and answers it like a typed message. Because software wrote the text, he asks back instead of guessing when a name or a number may have been misheard. When a voice message has no transcript, Fynn asks the customer in one sentence to write it briefly. If he already asked once, a Support Bot hands the conversation to your team.

What your team sees

• Under the audio player in the conversation: Transcript (automatic) with the text. A long transcript starts folded, and Show full transcript opens it.
• When a voice message has no transcript, a grey line under it says why, for example that it is too long or that its audio format cannot be transcribed.
• The conversation list, the notification list and push notifications show the start of the transcript. With push notifications without content, pushes leave it out.
• Copilot and conversation summaries read the transcript and know it was spoken, not typed.
• In the Deskwoot app for iPhone and Android, the conversation list shows the start of the transcript. The conversation itself shows the audio, and the full transcript is in the web dashboard.

The transcript is made by software, so the dashboard always labels it as automatic. Listen to the audio when a detail matters.

Switch it on or off

1. Click Settings in the rail and open Account Settings.
2. Switch Transcribe voice messages on or off. The change is saved right away.

Administrators can change it, and on Enterprise also members whose custom role has Manage account settings. With the switch off, new voice messages arrive as audio only, and Fynn does not reply to a voice message without text. Transcripts that already exist stay in their conversations.

Where the audio goes

Deskwoot sends the audio of each voice message to AssemblyAI, which transcribes it on servers in the EU. Since version 1.6.0, AssemblyAI is listed as a sub-processor in Annex B of the DPA, which also records that files processed on AssemblyAI's EU servers are not used to train its models. See Sign your DPA in your Deskwoot dashboard.

What it costs

Transcription costs nothing extra and is not an AI conversation. When Fynn answers the voice message, the conversation counts as one AI conversation, like every conversation Fynn replies in. See How Fynn is billed.

Frequently asked questions

Which voice messages does Deskwoot transcribe?

Voice messages and audio files from WhatsApp, in WhatsApp Business and WhatsApp (Twilio) inboxes, and from Telegram, up to 10 minutes each. LINE audio, and audio files sent by email or in the website chat, are not transcribed.

Does Fynn answer voice messages?

Yes. Fynn answers the transcript like a typed message, on the plans with Fynn (Startup, Business and Enterprise). When there is no transcript, he asks the customer to write the message instead.

Do I need Fynn to get transcripts?

No. Your team sees the transcript under every voice message on WhatsApp and Telegram, also when no bot answers the inbox.

Why does a voice message say No transcript?

The line under the audio says why: the message is longer than 10 minutes, its audio format cannot be transcribed, or it could not be transcribed, for example because it holds only silence or noise.

How do I turn transcription off?

Under Settings > Account Settings, switch off Transcribe voice messages. New voice messages then arrive as audio only.

Is the transcript exact?

It is written by software, so a name or a number can be misheard. That is why the dashboard labels it as automatic and Fynn asks back instead of guessing.