> ## 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. # Setting Up Call Transcripts and Summaries > Turn on AI transcripts and summaries for FieldPulse Engage calls and voicemails, tune the summary prompt, and read them on web or mobile. > **Who uses this:** Admins manage the Transcripts and Summaries settings; anyone with Engage permission can view a call's summary, transcript, or recording. **Availability:** Requires the [Engage](https://www.fieldpulse.com/features/engage) add-on. Summaries and recordings show on web and mobile; the full transcript shows on web only. A dispatcher who opens yesterday's call log should not have to replay the recording to learn what the caller wanted. With transcripts and summaries turned on, every call handled through [Engage](https://www.fieldpulse.com/features/engage) — answered by a person or by Operator AI — gets an AI-generated transcript and summary shortly after it ends, and every voicemail gets a summary next to its recording. ## Overview A call summary is a short readout of who called, why, what was discussed, and what happens next. The transcript is the full, turn-by-turn conversation. Engage generates both shortly after a call ends, 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 alongside the voicemail recording. Summaries are generated from a fixed default prompt that you cannot edit. You can add your own preferences on top of it, have every call summary posted to the caller's customer record as a comment, send feedback on summary quality, and turn transcripts and summaries off for any phone line that should not generate them. ## Before you begin * You need the Admin role to open the Transcripts and Summaries settings page. * Transcripts and summaries are managed per account here and turned on or off per phone line under [Phone Line Settings Details](/add-ons/engage/phone-line-settings). ## Step-by-step setup ### Open the Transcripts and Summaries settings 1. Go to **Engage Settings**. 2. Select **Transcripts and Summaries** in the sidebar. 3. Review the **Call Summary Prompt** — the instructions Engage uses to summarize call transcripts — and the **Voicemail Summary Prompt**, which follows the same pattern for voicemail summaries. 4. Select **Save** in the top-right corner to apply any change you make on this page. Transcripts and Summaries settings page with the sidebar item highlighted, showing the Call Summary Prompt and the start of the Voicemail Summary Prompt ### Post call summaries to customer comments The **Auto-Insert Call Summary in Customer Comments** toggle is off by default. Turn it on and every generated call summary is added as a comment on the caller's customer record as soon as it finishes generating, labeled **Engage - Call Summary** with the date and time of the call. * The setting also applies to Operator AI calls. When it is on, Operator AI call summaries are added to the customer's comments in addition to the summary Operator AI already writes to the created job's Job Notes. * Calls with no linked customer are skipped, because there is no record to post to. * Turning the toggle off later does not remove comments that were already added; only future calls stop generating one. Transcripts and Summaries settings page with the Auto-Insert Call Summary in Customer Comments toggle highlighted and turned off ### Add your own preferences to the summary prompt Engage summarizes every call using its default prompt. You cannot edit the default, but you can add preferences that apply on top of it. 1. Select **+ Add additional preferences**. 2. Enter what you want 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 is left. 3. Select **Save**. From now on, every call summary is generated from 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 return to the default prompt alone, select **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. Auto-Insert Call Summary toggle turned on, with the Additional preferences box expanded and its character counter ### Send feedback on a summary If a summary is not quite right, or you would like the prompt to behave differently, send feedback from the settings page. 1. Select **Submit feedback**. 2. Choose a type: **Feedback on summary quality** or **Report a problem**. 3. Describe what is working, what is not, or what you would like the summary to do differently. Details are limited to 1,000 characters. 4. Select **Send feedback**. Select **Cancel** or the X in the top-right corner to close without submitting. Submit feedback dialog with a Type dropdown and a Details text area ### Turn transcripts and summaries off for a phone line To stop generating transcripts and summaries for one phone line, turn them off for that line under **Phone Line Settings**. See [Phone Line Settings Details](/add-ons/engage/phone-line-settings). ## Settings reference | **Setting** | **What it controls** | **Limit** | | ------------------------------------------------- | -------------------------------------------------------------------------------------------------- | ------------------------------------ | | **Call Summary Prompt** | The read-only default instructions Engage uses to summarize call transcripts. | Cannot be edited. | | **Voicemail Summary Prompt** | The read-only default instructions for voicemail summaries. | Cannot be edited. | | **Additional preferences** | Your own instructions applied on top of the default prompt; one box each for calls and voicemails. | 500 characters. | | **Auto-Insert Call Summary in Customer Comments** | Posts each call summary as a comment on the caller's customer record. Off by default. | Skips calls with no linked customer. | | **Submit feedback** | Sends feedback on summary quality or reports a problem. | 1,000 characters in Details. | ## On web Every call log has Recording, Summary, and Transcript sections, positioned above Call Notes. 1. Open a call from your Engage call log. 2. In the **Recording** section, use the player's play/pause control and scrubber. Select **Copy link** to copy a shareable link to the recording, or **Download** to save it as an MP3 file. 3. In the **Summary** section, read the AI-generated call summary. Select **Copy** to copy the full summary to your clipboard. 4. In the **Transcript** section, read the full turn-by-turn conversation. Select **Copy** to copy the transcript, or **Export** to download it as a file. 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 ## On mobile On mobile, the Call Log Details page has a collapsible Call Insights section above Call Notes. 1. Tap the section to expand it. 2. In the **Call Recording** block, use the player's play/pause control, scrubber, elapsed and total time, and playback-speed control. The recording can be downloaded as an MP3. 3. In the **Call Summary** block, read the summary text or tap the copy icon to copy it. 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. Mobile Call Log Details screen, first with the Call Insights section collapsed and then expanded, showing the call recording player and the full Call Summary with a Show less 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 below the recording and can be copied with the same copy icon used elsewhere on the page. * On mobile, opening a voicemail shows the summary below the recording. If the summary runs longer than three lines, it is truncated with a **Show More** button; tap **Show Less** to collapse it again. The summary can be copied from the mobile app as well. Voicemail Details page showing the Voicemail Recording player and the Voicemail Summary field below it ## Permissions | **Action** | **Who can do it** | | --------------------------------------------------------- | --------------------------------------------------------- | | View or edit the Transcripts and Summaries settings page | Admins only | | Turn summaries and 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 permission | ## Related articles * [Phone Line Settings Details](/add-ons/engage/phone-line-settings) * [Setting Up Operator AI](/add-ons/ai/operator-ai) * [Engage User Roles Details](/add-ons/engage/user-roles) * [Engage Overview](/add-ons/engage/overview) Your setup is working when a call you open in the Engage call log shows a Summary and Transcript above its Call Notes, and — if you turned on auto-insert — the same summary appears as an **Engage - Call Summary** comment on the caller's customer record. ## Related topics - [Setting Up Voicemail](/add-ons/engage/voicemail.md) - [Engage Phone System](/add-ons/engage/index.md) - [Setting Up Call Routing](/add-ons/engage/call-routing.md) - [Setting Up Operator AI](/add-ons/ai/operator-ai.md)