☝️ KNOWN TRANSCRIPTION & SUMMARIZATION LIMITATIONS
💡We are actively working on further improvements to the following limitations:
- Transcription data is not part of service/user transfers. Data is kept within the current customer/user session. This capability will be provided with an upcoming release.
- Virtual User Reporting: Virtual User sessions and their transcripts will be included in Virtual User session reporting as part of a separate, upcoming capability. This is not available yet.
- Power Automate Connector: New “Virtual User” data fields in the Trigger Events / Flow Action may still be erroneously labeled as “Companion”. The terminology will be corrected in a separate update. The Virtual User / Companion connectors separate their data as intended.
🔎 BY DESIGN
💡The following points are not limitations, but important to note:
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Transcription Feature availability:
- Transcription is a prerequisite to Live Captioning, Summarization, AI suggested Codes & Tags
- Not for Copilot / Direct Line 3.0 Virtual Users. Transcription features apply Virtual Users built on GPT Realtime bots only.
- Transcription relies on external services and APIs. When the feature is disabled or unavailable (e.g. throttling or service impediments) info messages are shown in the frontend UI widget. Nimbus task handling and user-customer interactions themselves are not affected by this and will continue normally.
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Virtual Users:
- Not for Copilot / Direct Line 3.0. Transcription features apply Virtual Users built on GPT Realtime bots only.
- Post-session only. The transcript is produced after the session ends; there is no live/real-time transcription during a call.
- No (default) My Sessions view. Virtual User transcriptions do not appear on the Nimbus UI — they are consumed through Power Automate.
- No audio storage. Only the generated transcription data is processed in Power Automate. Audio recordings are discarded after automated processing.
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Transcription scope:
- 3rd-party participants: Third parties, consultants and call conference attendees are not part of the transcribed content. Only the transcription data between Nimbus users / AI agents and the calling customer is kept.
- Supervision - As long as Supervisors remain in Listen or Whisper mode during a conversation, their voice is not being transcribed. Only during ”Barge In" they are part of the conversation and transcription is active.
- Summarization items generated from the Transcription might be missing when there is not enough data to draw from.