Browser call recording and live captions
Record browser calls and, with Vonage, display live captions or retain speech as conversation text.
What it is
Browser-call recording makes completed media available for later review. With Vonage, you can also display live captions and choose whether to save those captions or create text after the recording is processed. Showing captions and retaining them in conversation history are separate options.
Who uses it and why
- Operators and visitors read live captions during supported calls.
- Operators and supervisors review available recording links and saved conversation text.
- Administrators ask Powerfront to set recording, caption and transcript options for the website.
Where to find it
Powerfront manages these options at Settings › General Settings › Video Chat. Live captions appear in the call experience. Available recording links and saved transcripts appear in the associated conversation history.
How it works
Recording uses the selected browser-call provider. Completed media must be processed before INSIDE can add its recording link to the conversation, so the link can arrive after the call ends.
With Vonage live captions enabled, the visitor sees captions of the operator's speech and the operator sees captions of the visitor's speech. INSIDE uses the operator's primary language when Vonage supports it, otherwise the configured Live Captions Language.
There are two ways to retain Vonage speech as conversation text:
- Save Captions as Real-Time Transcript adds final, non-empty live captions as messages attributed to the participant.
- Enable Post Call Transcription adds text after the recorded call has been processed. This requires recording to be on and saved live-caption transcription to be off.
Twilio supports recording in this release, but the reviewed browser-call integration does not provide these live-caption or post-call transcript functions.
Configure it
Ask Powerfront to confirm the provider and saved value of Enable Video Recording. Recording defaults to off; if the editor receives no recording state, it selects on for Vonage, so the actual saved website configuration must be checked.
For Vonage captions, ask Powerfront to enable Enable Live Captions and select a fallback language. To retain the text, ask Powerfront to configure saved live captions or post-call transcription. The editor clears unavailable choices when their prerequisites no longer apply.
For post-call transcription, ask Powerfront to enable recording and leave Save Captions as Real-Time Transcript off. File Format and Video Resolution are hidden for Vonage; ask Powerfront to confirm effective recording output for Twilio.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Video Recording | Settings › General Settings › Video Chat › Recording | website | Off | Powerfront | Enables provider recording of browser calls for later review. If no recording state is supplied to the editor, its fallback selection is On for Vonage and Off for Twilio. |
| Enable Live Captions | Settings › General Settings › Video Chat | website | Off | Powerfront | With Vonage, displays captions of the other participant's spoken audio during a call. |
| Live Captions Language | Settings › General Settings › Video Chat | website | Not set | Powerfront | Supplies the fallback caption language when the operator's primary language is absent or unsupported by Vonage. No website fallback language is configured until one is selected. |
| Save Captions as Real-Time Transcript | Settings › General Settings › Video Chat | website | Off | Powerfront | Saves final Vonage captions from both participants as conversation messages. |
| Enable Post Call Transcription | Settings › General Settings › Video Chat › Recording | website | Off | Powerfront | With Vonage recording enabled, adds transcript text after processing when saved live-caption transcription is off. |
| File Format | Settings › General Settings › Video Chat › Recording | website | MP4 | Powerfront | Selects the recording format in the non-Vonage editor. Twilio also falls back to MP4, but its recording setup is separate from the editor selection. Confirm the effective format with Powerfront. |
| Video Resolution | Settings › General Settings › Video Chat › Recording | website | HD (1280×720) | Powerfront | Selects the recording resolution in the non-Vonage editor. Twilio also falls back to HD at 1280×720, but its recording setup is separate from the editor selection. Confirm the effective resolution with Powerfront. |
Permissions
| Permission | Lets you |
|---|---|
| Video Chat | Handle browser calls with their configured recording and caption options. |
Limits and good to know
- Live caption display does not by itself save a transcript.
- Saved captions need an active Vonage call, an associated conversation and completed caption text.
- Saved live captions and post-call transcription cannot be selected together through the editor.
- Processing may fail or expire. No fixed recording or transcript delivery time is established.
- These settings do not define how long recordings or transcript messages are retained.
Depends on and works with
View all connections as a list
This feature uses
- Operator settingsConfigured by
The operator's primary language affects the Vonage live-caption language.
- Conversation history and searchEnhances
Recording links and saved transcript messages appear with the conversation history.
- Browser video and audio callsRequires
Recording and caption capabilities depend on the configured browser-call provider.
Used by
- Browser video and audio callsEnhances
Recording and transcription can be enabled according to the provider.
FAQ and troubleshooting
Why do I see captions during the call but no saved text afterwards?
Enable Live Captions controls display. Save Captions as Real-Time Transcript separately controls saving final captions.
Why is post-call transcription unavailable?
It requires Vonage, recording enabled and saved live-caption transcription disabled.
Can I use these caption options with Twilio?
These caption and post-call transcript functions are implemented for Vonage in this release.
Why is the recording link missing immediately after hang-up?
The provider must finish processing. Check the conversation later; ask Powerfront to investigate if it remains unavailable.
Why is the caption language different from the website fallback?
INSIDE prefers the operator's primary language when Vonage supports it. The configured caption language is the fallback.