Hello team,
I have a client who is currently using a Utech integration to make calls through HubSpot. The integration itself is working successfully, calls are being made directly from the CRM, and both the call records and recordings are properly logged with full history.
However, our agent is not able to transcribe the calls. I did some investigation and found that this might be due to a conflict within the integration that is preventing the Intelligence Sync app from functioning correctly.
Could you please take a look and help us understand the root cause of this issue? The client urgently needs access to call transcriptions in order to build workflows using our internal Breeze agent.
Appreciate your support on this.
Thanks in advance.
Additionally: Calls are made via phone, and each time a call is handled, a ticket is created with information in the “calls” tab along with the recording. We need this recording to be transcribed by the system.
If you have any questions, I’m available.
Hello @APachecoDiaz and @WSchaumile,
Thanks for bringing this to the Community!
Would you mind clarifying in a bit more detail which integration you’re using specifically? If this is a private app that your team built, then I would suggest looking into our Dev Docs on this to start:
If this is a native integration, then I believe that HubSpot Support may be your best resource!
Once we gain some clarity on the specific integration you’ve created or are using, I’ll tag in some folks from the Community to see if they have any insight on this!
Looking forward to hearing from you!
Best,
Sam, Community Manager
I feel your pain. We went through the exact same thing trying to get the transcripts to show up for our AI workflows. The issue is usually that the int has to support the specific “hubspot intelligence” sync, if it just posts and audio file, the AI tools wont see it. We spent weeks tryin to fix it on our end before we just gave up and swapped to a solution with native sync for the intelligecne hub and we didnt have to mess with the API ourselves. Might be worth checking if Utech actually supports Media Bridge API or if its just basic logging sync.
A little late to this one but hope it still helps! Recordings showing up in the timeline and transcripts syncing to Intelligence Hub are two separate things, most integrations handle basic call logging fine but don’t actually support the Media Bridge API which is what Breeze needs.
Worth asking Utech if they support the native Recordings & Transcripts API, and if they don’t, it might just be easier to swap to an integration that has native Intelligence Hub sync rather than trying to patch it through the API.