Enable Voice Intelligence for Offices & Shared Lines

By enabling Voice Intelligence (or 'Vi') across your Company, Office, or Shared Lines, you're giving your team access to features such as live transcription, action items, key moments, and searchable call summaries.

Vi must be enabled at the Company and Office level, then any call will have the option to take advantage of its features. Additionally, you can configure Vi preferences for Individual Users, Main Line, Departments, Call Centers, and Coaching Groups.

Let's take a closer look at how Admins can enable this feature for a Company, Offices, and Shared Lines.

Enable Voice Intelligence (Company)

To enable Vi for your company, take these steps: 

1. Log into Dialpad.com from your desktop or laptop
2. Navigate to Admin Settings > Company Settings (or click here) > Voice Intelligence
3. Toggle the Voice Intelligence switch on

Once you've enabled Vi in your company settings, you will now see the option to enable it for your US and CA offices.

Enable Voice Intelligence (Office)

After Vi has been enabled abled for the Company, take these steps to allow Individual Users in an Office to use Voice Intelligence on their calls:

1. Log into Dialpad.com from your desktop or laptop
2. Navigate to Admin Settings > Office > Office Settings > Voice Intelligence
3. Toggle the Voice Intelligence switch on 

Enabling Vi allows Individual Users of this Office to activate Vi for their calls. It does not turn on Vi for them automatically.

Voice Intelligence settings for Shared Lines

After Vi has been enabled at the Office level, the Vi toggle will be available on any call in that Office, including those on Shared Lines such as Departments and Call Centers.

To configure Vi preferences for your Shared Lines, take these steps:

1. Log into Dialpad.com from your desktop or laptop
2. Navigate to your Main Line, Department, or Call Center
3. Go to the Voice Intelligence menu
4. Check the 'Auto start Vi' option to ensure Vi is turned on for all calls to or from this Shared Line
5. Check the 'Allow individual users to start and stop Vi during calls' option if you'd like your Agents to be able to turn Vi on and off for calls where Vi is on by default
6. Check the 'Show real-time transcript at the start of a call' option if you'd like the live transcript to be visible by default during all calls; Operators and Agents will still be able to manually open the live transcript even if this option is not selected

Voice Intelligence settings for Coaching Groups

After Vi has been enabled at the Office level, the Vi toggle will be available on any call in that Office, including those for people within Coaching Groups.

To configure Vi preferences for Coaching Groups, take these steps as an Admin:

1. Log into Dialpad.com
2. Navigate to your Coaching Group Settings (or click here)
3. Scroll down to the Voice Intelligence section
4. Check the 'Auto start Vi' option to ensure Vi is turned on for all calls to or from this Shared Line
5. Check the 'Allow individual users to start and stop Vi during calls' option if you'd like your Agents to be able to turn Vi on and off where Vi is on by default
6. Check the 'Show real-time transcription at the start of a call' option if you'd like the live transcript to be visible by default during all calls; Operators and Agents will still be able to manually open the live transcript even if this option is not selected

Turn off Voice Intelligence during an active call

Individual Users always have the option of turning Vi off for one-off calls on both individual lines as well as any lines that they've been assigned to as an Operator or Agent.

Just click on Voice Intelligence from the active call screen on either your desktop app or mobile app to turn it off for your specific call.

Office Admins can disable Vi for Individual Users and Shared Lines within the Office by navigating back to the Office Settings described earlier.