The Voice Transcription Summarizer automatically summarizes the transcripts of calls. The transcript summary provides key points and essential information from the phone conversation, allowing agents to quickly access the most important aspects of the conversation without the need to listen to the entire audio.

Key Benefits:

Saves time: Agents don't need to listen to the whole phone call audio, making them more efficient.

Easy information retrieval: Important details are readily available for better decision-making and customer service.

Improved customer experience: Agents can better understand customer needs, leading to more personalized interactions.


To utilize the Voice Transcription Summarizer, you must first activate the Voice Transcript feature within the Freshcaller.

Enabling Call Transcriptions in Freshcaller

  1. Log in to your Freshcaller account

  2. Go to Admin Settings > Numbers. You can see the list of available numbers in your account.

  3. Hover over the number for which you want to enable voicemail transcription and click on the edit icon. You will see the Number Properties tab.

  4. Toggle the Call Transcription option.

4. Click Save Changes.

Once you enable the call transcriptions for a number, all calls to and from this number will be transcribed.

Learn more about the Call Transcription feature in Freshcaller by clicking here.


  • Go to the Admin page in your Freshchat account.

  • Enable the Freddy Copilot

  • Once enabled, agents can summarize the transcript with a single click.


  • Once the call between the agent and customer concludes, the call transcription is automatically generated. The agent can access it within the conversation interface.

  • The agents can click on "summarize" to generate the summary of  the transcription, which will be appended as a private note in the conversation.

  • In cases where the call involved multiple agents at different times, Freddy will summarize  the call transcripts from the three most recent calls and provide a summary.

  • If the agent wishes to create a summary for a single transcript, they can simply click on the "Summarize" button.


This feature is currently available as an add-on for Freddy Copilot. Interested customers on Pro and Enterprise plans can reach out to their account managers or navigate to their respective billings pages to purchase the add-on.

Note: The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.