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Overview

Every call handled through Engage, whether it’s answered by a person or by Operator AI, can get an AI-generated transcript and summary shortly after it ends. The summary gives you a readout of who called, why, what was discussed, and what happens next, so anyone who opens the call log later (a dispatcher, a technician, the owner) can get up to speed without replaying the recording. Voicemails get the same treatment: an AI summary appears right alongside the recording.

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Managing Call Transcript and Summary Settings

Admins control how summaries are generated.

1. Go to Engage Settings.
2. Click Transcripts and Summaries in the sidebar.
3. On this page, you can manage the following:
   • Call Summary Prompt: the instructions Engage uses to summarize call transcripts.
   • Voicemail Summary Prompt: the equivalent settings for voicemail summaries, following the same pattern as the Call Summary Prompt.
4. Click Save in the top-right corner to apply your changes.

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Customizing the Summary Prompt

Engage summarizes every call using a fixed default prompt. You can’t edit the default prompt, but you can add your own preferences on top of it. To tailor the output without replacing the default:

1. Click + Add additional preferences.
2. Enter anything you’d like applied on top of the default prompt (for example, a preference for a shorter summary, or a request to always flag emergency calls). Additional preferences are limited to 500 characters, and a live counter shows how much room you have left.
3. Click Save. From now on, every call summary is generated using the default prompt plus your additional preferences. The default prompt is always applied; your preferences are added on top of it, never in place of it.

To remove your customizations and return to the default prompt alone, click Remove in the top-right corner of the Additional preferences box. The Voicemail Summary Prompt works the same way: a fixed, read-only default prompt plus an optional Additional preferences box for voicemail summaries.

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Sending Feedback on Summaries

If a summary isn’t quite right, or you’d like to see the prompt behave differently, you can send feedback directly from the settings page.

1. Click Submit feedback.
2. Choose a type: Feedback on summary quality or Report a problem.
3. Describe what’s working, what isn’t, or what you’d like the summary to do differently. Details are limited to 1,000 characters.
4. Click Send feedback. Click Cancel or the X in the top-right corner if you’d rather not submit.

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Viewing Call Summaries and Transcripts (Web)

Every call log has Recording, Summary, and Transcript sections, positioned just above Call Notes.

1. Open a call from your Engage call log.
2. The Recording section gives you a player with play/pause and a scrubber. Click Copy link to copy a shareable link to the recording, or Download to save it as an MP3 file.
3. The Summary section shows the AI-generated call summary. Click Copy to copy the full summary to your clipboard.
4. The Transcript section shows the full, turn-by-turn conversation. Click Copy to copy the transcript, or Export to download it as a file.

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Viewing Call Summaries and Recordings (Mobile)

On mobile, the Call Log Details page has a collapsible Call Recording & Summary section, positioned above Call Notes.

1. Tap the section to expand it.
2. The Call Recording block gives you a player with play/pause, a scrubber, elapsed and total time, and a playback-speed control. The recording can be downloaded as an MP3.
3. The Call Summary block shows the summary text with a copy icon. Summaries are truncated by default. Tap Show more to see the full summary, or Show less to collapse it again.

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Voicemail Summaries

Voicemail Details pages, on both web and mobile, show a Voicemail Summary field below the voicemail recording.

• On web, the summary appears automatically below the recording and can be copied using the same copy icon used elsewhere on the page.
• On mobile, opening a voicemail automatically shows the summary below the recording. If the summary runs longer than three lines, it’s truncated with a Show More button; tap Show Less to collapse it again. The summary can be copied from the mobile app as well.

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Turning Off Summaries and Transcripts for a Line

If you’d rather not generate transcripts and summaries for a specific phone line, you can turn that off per line under Phone Line Settings. See Phone Line Settings for details.

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Permissions

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Have additional questions? Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.