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It lives in Settings → AI → Transcription.

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What it’s for

  • AI agents: they automatically transcribe the voice notes they handle, so they understand what the customer says. With transcription off, the agent only knows a voice note arrived.
  • “Transcribe” button in the inbox: your team transcribes any voice note when they need it.
Each audio is transcribed only once: the text is stored on the message.

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Who pays

  • Included in ApyConnect: your add-on’s included minutes are used first, then each minute is charged to your balance.
  • Your own account: use your ElevenLabs or OpenAI key. The provider bills you directly and nothing is deducted in ApyConnect. ElevenLabs handles Spanish and noisy audio better.
The key is stored encrypted and nobody on the team can see it again.

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Usage

The screen shows this month’s usage: included minutes left, what was charged to your balance, audios transcribed and minutes done with your own account. Each audio counts per started minute and the month resets on the 1st.