Understanding AI Transcription in tawk.to
The instructions below are for desktops and laptops only.
AI Transcription lets AI agents receive, transcribe, and respond to voice messages automatically. This feature is part of the AI Assist add-on and works across all channels that support audio attachments or voice messages.
How it works
- The customer sends a voice message.
- The AI agent converts it to text and generates a response.
- The response is sent back to the customer.
Supported audio formats and limits
- MP3
- MP4
- MPEG
- MPGA
- M4A
- WAV
- WEBM
The following limits apply:
- Maximum file size: 25 MB per audio file
- Maximum duration: 5 minutes per voice message
These limits help maintain reliable performance and transcription accuracy.
Voice transcription and message credits
Credits are calculated as follows:
- Transcription: 1 message credit per started minute of speech, capped at a maximum of 5 credits per voice message
- AI reply: 1 message credit per AI-generated response
If the same audio file is already transcribed and stored for the same AI agent, reusing the file does not use additional transcription credits.
You can track your transcription credit usage in the Reporting section of the dashboard, where you can see each transcription and view historical usage.
Examples
A 30-second voice message uses:
- 1 credit for transcription
- 1 credit for the AI-generated reply
A 1 minute 35 second voice message uses:
- 2 credits for transcription
- 1 credit for the AI reply
A 4 minute 20 second voice message uses:
- 5 credits for transcription (cap)
- 1 credit for the AI reply
To learn more about managing credits and overages, see this guide:
How to top up AI Assist message credits
Supported languages
- English
- Spanish
- French
- German
- Italian
- Portuguese
- Chinese
- Japanese
- Korean
- Arabic
- Hindi
The spoken language in each voice message is automatically detected. No manual language selection is required.
How to enable or disable AI Transcription
3. Click Add-ons on the left navigation bar.
4. Click Settings under AI Assist.
6. In the Settings tab, scroll to the bottom of the page, and turn the AI Transcription toggle on or off.
Changes apply immediately after you turn the switch on or off. If the AI agent is assigned to a channel that supports voice messages (for example, a WhatsApp inbox) in the Channels section of the Settings page, the agent will be able to respond to voice messages as soon as AI Transcription is enabled.
Additional considerations
- AI Transcription only applies to conversations assigned to an AI agent.
- Disabling AI Transcription stops voice-to-text processing but does not affect text-based messages.
- AI Transcription uses the same message credits pool as other AI Assist features, such as AI Commands and Smart Reply.
Related guides
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