Why my call wasn't transcribed

Live transcription in SIVO follows a hard rule and three conditions that must be met.

Hard rule

Audio capture only starts when:

1. The call reaches a human agent (event bridge-agent-start), or
2. The call enters an ai_agent node in the IVR.

Never transcribed:

• Calls hanging up in IVR before being answered.
• Wait time in queue.
• Hold music (MOH).
• DTMF menus.

This is intentional, for cost (transcribing the “Press 1…” menu on every call multiplies spend) and GDPR privacy (caller hasn’t consented yet).

Checklist if you believe it WAS answered yet not transcribed

1. Policy active: Settings → Transcription policies → verify a policy applies to the right scope (global / DID / queue / agent).
2. STT provider with valid API key: Settings → Transcription providers → “Test” button must respond OK.
3. Call CDR: open detail → Technical → search transcription_started events. If missing, capture never started.
4. Correct model: if using ElevenLabs Scribe, model must be scribe_v2_realtime (with _realtime suffix), not scribe_v2 (batch, no WebSocket).

If all the above is fine

Rare causes:

• Quota exhausted at STT provider — check your Deepgram/ElevenLabs dashboard.
• WebSocket dropped during the call — logged in transcription_errors of the CDR.

→ If persistent, open ticket at [email protected] including the call ID.