> ## Documentation Index > Fetch the complete documentation index at: https://help.fieldpulse.com/llms.txt > Use this file to discover all available pages before exploring further. # Call Transcripts and Summaries in Engage > AI-generated transcripts and summaries for every Engage call and voicemail — manage the summary prompt and view insights on web and mobile. # 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. *** # 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. The Call Transcript and Summaries settings page, with the sidebar item highlighted, showing the Call Summary Prompt and the start of the Voicemail Summary Prompt *** # 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. The Auto-Insert Call Summary toggle turned on, with the Additional preferences box expanded and its character counter *** # 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. The Submit feedback modal, with a Type dropdown and a Details textarea *** # 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. The Recording, Summary, and Transcript sections on the web Call Log Details page, showing the recording player, the AI-generated call summary with a Copy button, and the turn-by-turn transcript with Copy and Export buttons *** # 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. The mobile app shows the call summary and recording only. The full transcript is available on the web app. The mobile Call Log Details screen with the Call Insights section expanded, showing the call recording player and the truncated Call Summary with a Show more link *** # 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. The Voicemail Details page showing the Voicemail Recording player and the Voicemail Summary field below it *** # 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](/features-add-ons/engage-phone-system/set-up-configuration/phone-line-settings) for details. *** # Permissions | Action | Who can do it | | ------------------------------------------------------------ | --------------------------------------------------------- | | View or edit the Call Transcript and Summaries settings page | Admins only | | Turn summaries/transcripts on or off for a phone line | Anyone with permission to edit that phone line's settings | | View a call's summary, transcript, or recording | Anyone with Engage view permission | *** **Have additional questions?** *Contact us at [support@fieldpulse.com](mailto:support@fieldpulse.com) or use the chat feature in the bottom right corner of your screen.* ## Related topics - [Phone Line Settings](/features-add-ons/engage-phone-system/set-up-configuration/phone-line-settings.md) - [Set Up & Configuration](/features-add-ons/engage-phone-system/set-up-configuration/index.md) - [Chat AI](/features-add-ons/field-intelligence/chat-ai.md) - [Operator AI](/features-add-ons/field-intelligence/operator-ai.md) - [Engage Overview](/features-add-ons/engage-phone-system/engage-overview.md)