Configuring 3CX AI Transcription

Introduction

This guide explains how to configure the 3CX AI Transcription for Departments, Users, Queues and Ring Groups.

License Requirements

For Voicemail Transcription:

  • Requires a 3CX Professional license.
  • If your 3CX license is 8SC or higher, voicemail transcription using 3CX AI is free.
  • If you have a 4SC license, you must configure transcription using OpenAI or Google.

For Call Transcription:

  • Requires an Enterprise 3CX license.

Enable 3CX AI

  1. Go to Admin Console > Integrations > Transcription.
  2. Select ‘3CX’ choose a language and click Save.

Once 3CX AI is enabled, you can configure transcription settings for specific departments, users, queues and ring groups. See how this is done below.

Configure Transcription

For Departments

Transcription Settings for Departments in 3CX

  1. Navigate to Admin Console > Departments.
  2. Select the relevant Department.
  3. Open the Options menu.
  4. Under Transcription Options, choose what to transcribe.

For Users

Transcription Settings for Users in 3CX

  1. Navigate to Admin Console > Users.
  2. Select the relevant User.
  3. Open the Options menu.
  4. Under Transcription Options, choose what to transcribe for this user.

For Call Handling

Transcription Settings for Call Handling in 3CX

  1. Navigate to Admin Console > Call Handling.
  2. Select the relevant Queue or Ring Group.
  3. Open the Options menu.
  4. Under Transcription Options, choose what to transcribe for this Queue or Ring Group.

Accessing Transcription Reports

Example of Call Report with Transcription

All transcribed information is stored in 3CX Reports. To access it, go to Admin Console > Reports. If email notifications are enabled in a user's settings, they will also receive a transcription via email for each recorded call.

Viewing Transcriptions in 3CX Apps

Transcription snippets for Voicemail & Recordings are also available directly within the 3CX Apps:

  • Windows Softphone: Voicemails and recordings display transcription snippets in the call list. Click the transcription icon to view the full text.
  • iOS App: With transcription enabled, snippets for voicemails and recordings appear directly in your call list. Tap the transcription icon to see the full text.
  • Android App: Voicemails and recordings include short transcription previews in the call list. Tap the transcription icon to open the complete transcription.

See also

Last Updated

This document was last updated on 15 October 2025

https://www.3cx.com/docs/ai-transcription/