Live transcription that does something with every word.
CallSprout turns your ring group and queue calls into text while they happen. Sage reads along, spots the moments you care about, and alerts the right person while the caller is still on the line.
- CallerHi, I'm calling about my account renewal.
- AgentHappy to help. Can I get the name on the account?
- CallerDana Ruiz. Honestly, I'm thinking about canceling. The bill went up again.Flagged: Cancellation intent
- AgentI understand. Let me look at what changed on your bill.
Cancellation risk on the Support line
Agent Jordan (ext 204) with Dana Ruiz, (561) 555-0118
“I'm thinking about canceling. The bill went up again.”
So far: renewal question, unhappy about a price increase.
One live transcript, four ways to use it.
Live transcription turns the conversation into text as people talk. Sage builds on that text while the call is still going.
Watch Sage catch it.
Pick a moment and watch the call play out. Sage reads the live transcript, flags the line that matters, and acts on it.
- CallerHi, I'm calling about my account renewal.
- AgentHappy to help. Can I get the name on the account?
- CallerDana Ruiz. Honestly, I'm thinking about canceling. The bill went up again.Flagged: Cancellation intent
- AgentI understand. Let me look at what changed on your bill.
Cancellation risk on the Support line
Agent Jordan (ext 204) with Dana Ruiz, (561) 555-0118
“I'm thinking about canceling. The bill went up again.”
So far: renewal question, unhappy about a price increase.
Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.
That's one moment Sage caught. You choose what it listens for.
What Sage listens for.
You choose the phrases and topics for each team. Sage looks for what the caller means, not only the exact words.
“Thinking about canceling,” “close my account,” and the other ways people say it.
The competitors you list by name, and talk of another quote.
Mentions of lawyers, lawsuits, or complaints to a regulator.
Words that suggest someone may be in danger, so a person can step in.
Questions about adding users, upgrading, or another location.
A flag when a line you require, such as a disclosure or an offer, hasn't been said yet.
The right person hears about it, where they already work.
Each alert names the line, the agent, and the caller, quotes what was said, and sums up the call so far.
A post in the channel your leads already watch.
The same alert, in the Slack channel you pick.
A text to the on-call manager's phone.
An email to a person or a shared inbox.
Send alerts into the software your team builds on.
The alert names the call, so a supervisor can listen in, whisper, or barge in.
Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.
Help while the call is still going
Supervisors get a nudge when a call needs them, while the caller is still on the line. Tips for the agent are coming soon: when Sage hears an objection, it will put a short tip in a CallSprout window beside the agent's phone, such as a question to ask, an offer to make, or the answer from your own playbook.
- Coming soon: agent tips written from the playbook and answers you give us.
- Nudges for supervisors when a call needs them.
- Listen in, whisper, or barge in on Contact Center Pro.
Tip for this call
Price objection from a small team
- Ask how many people answer calls today.
- Offer to price annual billing.
- Suggest starting with one team and adding seats later.
Catch up on any call in one glance
Sage keeps a short summary of each live call as it goes: who's calling, what they want, and what's been tried. A supervisor who joins late reads two lines instead of asking the agent to start over.
- A live board of calls in progress and their flags.
- A summary that updates as the call goes.
- Open any call to read along.
- Support line· Jordan· 4:12Cancellation risk
So far: Renewal question, unhappy about a price increase.
- Sales line· Priya· 2:47Buying signal
So far: Asking about adding a second location.
- Support line· Sam· 1:05
So far: Password reset for the mobile app.
Each call checked and tagged when it ends
When a call ends, Sage scores it against the checklist you set and tags it with the reason for the call and how it ended. You see which calls need a second look without listening to all of them.
- Scored against your own checklist.
- Tagged by reason, topic, and outcome.
- Sent to the people you choose.
- Reason
- Renewal question
- Outcome
- Kept, switched to annual billing
- Checklist
- 4 of 5 lines said. Missed: confirm callback number.
- Flags
- Cancellation risk at 1:42
- Tags
- Billing, renewal, retention
How it works
- 1Turn on live transcription for a ring group or queue. Calls there are recorded and transcribed as they happen.
- 2Tell Sage what to listen for and who to tell. We set it up with you.
- 3Sage reads each call on those lines and sends alerts while the caller is still on the line.
Good to know
- Live transcription works on ring groups on every plan. Queues come with Contact Center Pro.
- Calls on lines with live transcription are recorded. You decide how callers are told, and we can set up an announcement.
- Sage never speaks on these calls. The caller hears your agent as usual.
- Sage alerts your team. It doesn't contact emergency services.
Early access pricing
Live transcription is in early access. Sage's alerts, coaching, summaries, and scorecards are priced on your quote while it is.
Live and recorded call transcription. Voicemail transcription is always free.
Live transcription questions
- Which calls can Sage listen to?
- Calls to the ring groups and queues where you turn on live transcription. Ring groups work on every plan, and queues come with Contact Center Pro. Calls that ring one person directly aren't included.
- Does live transcription record my calls?
- Yes. Live transcription works on recorded calls, so turning it on for a ring group or queue also records the calls there. Those recordings follow your normal recording settings.
- Do I need to tell callers?
- Calls with live transcription are recorded, and recording and transcription rules vary by state and country. Many businesses play a short announcement at the start of the call, and we can set one up for you. This is general information, not legal advice. Read our guide to call recording laws by state.
- How quickly do alerts arrive?
- Sage reads the transcript as the call happens, so alerts go out while the caller is still on the line. How fast an alert shows up also depends on the channel, such as Teams or Slack.
- What can Sage listen for?
- Phrases and topics you choose for each team, such as cancellation intent, competitor names, legal threats, buying signals, safety language, or a required line that hasn't been said. Sage looks for what the caller means, not only the exact words.
- Where can alerts go?
- Microsoft Teams, Slack, text message, email, or your own tools. Teams, Slack, and your own tools need a connection that your IT team or ours sets up once.
- Can a supervisor join the call?
- Yes, on Contact Center Pro. The alert names the call and the agent, so a supervisor can listen in, whisper to the agent, or barge in.
- Where do agents see tips?
- Agent tips are coming soon. We're building a CallSprout window the agent keeps open beside their phone, and Sage will write the tips from the playbook and answers you give us. Alerts and supervisor nudges work today.
- Does the caller hear Sage?
- No. Sage only reads the transcript. It never speaks on these calls, and the caller hears your agent as usual.
- What happens to the live transcript?
- Sage uses it to spot the moments you chose, and keeps only what it sends you: alerts, summaries, and scorecards. Call recordings stay in CallSprout under your normal recording settings.
- Is this an emergency alert system?
- No. Sage can alert your team when it hears language that suggests someone may be in danger, but it doesn't contact emergency services. Anyone in danger should call 911.
- What does it cost?
- Transcribing the call is metered at the AI Transcription rate on our pricing page. During early access, Sage's alerts, coaching, summaries, and scorecards are priced on your quote. See pricing.
Hear what your calls are telling you.
Book a demo to see live transcription on your own lines.