Help & Support

AI features

Call Helm uses AI in three places: transcribing recorded calls, analysing those calls, and drafting call scripts. AI features require a paid plan (Pro Starter and above) and are subject to monthly allowances shown under Settings → Billing.

Call transcription

Transcription is provided by AssemblyAI.

  • Every recorded call is transcribed automatically after the recording is saved (see call recording).
  • Transcripts include speaker labels (the agent's and contact's names) and detect the spoken language automatically.
  • Sensitive personal data is redacted in transcripts — credit card numbers, bank details, Social Security numbers, dates of birth, licence and passport numbers, emails, phone numbers and passwords are replaced with placeholders.

View a transcript

  1. On the Contacts page, open the contact's row menu and click Call History to open the call details panel.
  2. Open the Transcript tab. Use Copy or Download to save it.

While processing you'll see Transcription in progress.... If it says Transcription failed, click Retry Transcription. If a call was recorded but never transcribed, click Generate Transcript.

Calls with a transcript show a Transcribed badge and a document icon (Transcript available) in Call History.

Transcription minutes are limited per plan; if the allowance is exhausted the transcript shows Transcription quota exceeded.

Call analysis

Once a transcript is complete, Call Helm generates an analysis automatically. It runs through AssemblyAI's language-model service on the redacted transcript.

Open the Analysis tab in the call details panel to see:

  • Executive Summary and an overall call health score.
  • Metrics — talk ratio, response times, pauses, interruptions, speaking pace, topics and entities mentioned.
  • Sentiment — overall and over the course of the call, plus predicted customer satisfaction and churn risk.
  • Quality — conversation quality scores and agent performance notes (strengths, coaching opportunities).
  • Intelligence — customer intent, outcome, objections, opportunities, competitor mentions and next steps.
  • Actions — action items for the agent, customer commitments and follow-up dates.

The detected mood (Happy, Satisfied, Neutral, Frustrated, Angry, …) also appears as an emoji in the Sentiment column of Call History.

Click Generate AI Analysis (or Refresh Analysis) to run it manually. Calls transcribed before redaction was enabled show Advanced analysis skipped — re-transcribe the call to analyse it.

AI call scripts

Script generation uses OpenAI. You'll find it in two places:

  • Create Call List wizard → Generate Script step: describe the Call Purpose, add Key points that MUST be covered, optionally tick Include scenario branches, and click Generate Script. You can then Edit, Copy, Regenerate or Insert Variable.
  • Call list → Scripts tab → Generate: the same, plus a Tone (Professional, Friendly, Casual, Formal, Enthusiastic, Empathetic) and Language selector.

Generated scripts use placeholders such as [Agent Name], [Company Name] and [Contact Name]; edit the script and use Insert Variable to add {{first_name}}-style variables that are filled in automatically during calls.

Script generation uses your plan's AI token allowance. If it's exhausted you'll see AI Script Generation Requires Upgrade; click Continue Without AI to write the script yourself.

What AI does not do

  • There is no live transcription or coaching during a call.
  • The Sentiment you pick on the Active Call page is your own assessment, not AI.
  • Transcripts and analyses are generated for recorded calls only.