Set up Telavox call logging and transcription

Once this is set up, every call to or from a number you have in DealJourney appears on that customer's or contact's timeline by itself, showing which way the call went and how long it lasted. If the call was recorded, the recording, a written transcript and a short AI summary of what was said are added to it.

Who does what

Most of this is done by each person for themselves, not once for the company. Telephony in Telavox belongs to the individual: a call is recorded under the person who made it, and only that person's own Telavox login is allowed to fetch it. So everyone whose calls should be logged does steps 1 and 2 themselves. Step 3 is the only part an administrator does once for everybody.

Before you start, in Telavox

• Call recording must be switched on for the people whose calls should be transcribed. Without a recording the call is still logged, but there is nothing to transcribe or summarise.
• Each person needs a paid Telavox voice licence and API access on their own Telavox account. A free Telavox user cannot be connected.

Step 1: connect your own Telavox account

1. 1Open Markedsplads and choose Telavox.
2. 2Paste your personal Telavox API token into API-token and choose Gem token.
3. 3Choose Test forbindelse. It confirms the connection straight away, so you know the token works before you go any further.

Connecting here also lets you place calls from DealJourney by clicking a phone number, which rings your own phone.

Step 2: add your personal call-logging webhook

Stay on the same page, under Automatisk opkaldslogning.

1. 1Use Kopiér URL to copy your Webhook-URL til opkaldslogning.
2. 2In Telavox, open the administration area, go to Personal Webhook, and add a webhook that uses the POST method with the URL you just copied.
3. 3Select all three call events Telavox offers: ringing, answer and hangup. All three are needed. Together they build one entry on the timeline that fills in direction, duration and outcome as the call progresses, rather than leaving three separate rows behind.
4. 4Back in DealJourney, use Kopiér kropsskabelon to copy the Skabelon til webhook-krop, and paste it into the webhook's body in Telavox. This is what makes Telavox send the call details in a shape we can read.

That URL is personal to you. It already carries your identity, which is how we know whose Telavox login to fetch the recording with. If a colleague pastes your URL instead of their own, their calls still appear on the timeline, but with no recording, no transcript and no summary. Everyone copies their own URL from their own screen.

Step 3: show the caller's record when the phone rings

An administrator does this once for the company.

1. 1Under Skærm-pop ved indgående opkald, use Kopiér URL to copy the URL til opslags-webhook.
2. 2In Telavox, open the Call Widget settings and paste it into Custom Contact Lookup, using the GET method.

This decides only what Telavox shows you when a call comes in. It is separate from the logging in step 2, so one of them working tells you nothing about the other.

Your first test call

Three things decide whether a first test looks like a success, so it is worth setting it up on purpose:

• Call a number that already exists in DealJourney. A call to or from a number we cannot match to a customer, contact or lead is not logged at all. This is the most common reason a first test appears to do nothing.
• Stay on the call for more than 15 seconds. Shorter calls are logged but deliberately never transcribed: a few seconds of audio is usually a misdial or a voicemail beep, and transcribing near silence produces invented text that would then sit on a customer's timeline as though it were said.
• Give it a minute afterwards. Telavox only prepares the recording once the call has ended, so the recording, transcript and summary can arrive a little after the call itself.

Transcripts, summaries and AI credits

There is nothing to switch on. After a recorded call, transcription runs by itself.

We first ask Telavox whether it has already transcribed the call under its own transcription add-on, and use that when it has. In practice Telavox serves those only for its business recordings and not for the personal recordings we read, so expect the transcript to be produced by us. That uses your company's AI credits, as does the written summary. Budget for it on the calls you expect to record, rather than assuming a Telavox add-on covers it.

To listen to a call afterwards, see Play a recorded Telavox call.

If calls still do not appear

• One person's calls are missing while others work. That person has not finished steps 1 and 2 on their own account. A colleague's setup never covers them.
• Nothing at all is logged. Check that the number you called is in DealJourney. Spelling does not matter: we match on the last eight digits, so country codes, spaces, dots and dashes are all forgiven.
• Calls appear but never carry a recording or transcript. Either the webhook URL pasted into Telavox belongs to somebody else, or call recording is switched off in Telavox for that person.
• Everything stopped at once. If someone chose to rotate a secret on this page, the URL already pasted into Telavox stopped working the moment they did. Each person has to copy their URL again and replace it in Telavox. The screen-pop and call-logging secrets rotate separately, so only the one that was rotated needs re-pasting.