The Transcription feature steers both live captioning and after-call voice transcription capabilities in Nimbus. It uses Speech-to-Text (STT) technology for converting spoken words into written text. Areas of use are:
- Showing transcription / summarization contents within My Sessions and Attendant Console.
- Providing transcription, summarization, live captioning, and AI-steered Codes and Tags suggestions for both inbound and outbound audio calls.
- Transcribing and collecting “silent” interactions between Customers and Virtual Users, collecting the data for further processing within Trigger Events and Flow Actions within the Nimbus Power Automate Connector.
INC Transcription Preconditions
PRECONDITIONS
✅Related Admin Use Case: Refer to Use Case - Setting Up Transcription for detailed step-by-step instructions.
Audio / Video Modality: AI driven Transcription, Summarization, Live captioning, Codes & Tags suggestions are available for both inbound and outbound audio calls.
Nimbus service and user licensing
🔎Transcription features have service and user requirements. These requirements apply for either mid-session Live Caption or post-session Transcription / Summarization features.
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Service requirements Enterprise Routing Contact Center |
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Service User requirements Companion |
✅ The service requirements needs to be met. ✅ Additional steps are as follows:
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Virtual User transcription Virtual Users |
✅ The service requirements needs to be met. ✅ Additional steps are as follows:
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Speech Services (Speech Recognizer)
🔎Features described in the following use “Speech Services” (in Nimbus configured as Speech Recognizers) provided by 3rd party vendors. To offer our customers both convenience and flexibility, you may pick between a Nimbus-native implementation and Azure speech services. Differences are explained in the following:
INC Speech Recognizer service comparison
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Power Automate Connector
🔎Conditional step: The Nimbus Power Automate Connector can extract Transcription/Summarization data from customer sessions. There are separate Trigger Events and Flow Actions for Virtual User (automated AI Agents) and Companion (while assisting human Nimbus users).
To retrieve and handle the data, the following steps need to be performed by an administrator
| Transcription setup for ► |
Companion (Human) Service Agents |
Virtual Users (AI) Service Agents |
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| Mandatory steps |
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| Optional steps |
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| Related pages |
Live Captioning
INC Preview Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
Preconditions
- To use Live Captioning functionality, Transcription (as part of the Companion license) must be set up first → See general preconditions above.
- Note that Live Captioning is not part of the Companion base license and will require a Virtual Assistant license in future.
Live captions are audio transcriptions generated real-time during call sessions. When a call is accepted, a bot is invited to the call in order to start the audio transcription of the session. As a user, you see your spoken conversation with the caller in the Live Caption widget. Live Caption is only visible during ongoing calls, visible in either My Sessions as "Companion" widget and within the sidebar of Attendant Console .
Transcription
When the call session is ended, the live caption is saved as a transcript. This process may take a bit, depending on how long your call with the customer was.
⮑ Once the final transcription is processed, it appears in the Companion widget.
💡Good to know:
Transcription access
- Within My Sessions you can also access past session transcripts by clicking on a concluded session. If available, the transcript of the session is then opened in the "Companion" widget. Note that a transcript will only be created when the feature was enabled before the Nimbus session started.
- Transcription features are also available in Attendant Console within the sidebar.
- When you have After-Call Work (ACW) enabled on this service, you may see a message: "Your transcription is currently being processed and will be shown shortly" because the session is still technically not "done" yet. This message may also be shown on very long transcripts that are still being processed.
- Note that once the feature is enabled on service level, Transcription is always enabled for Nimbus users, as long as they have the "Companion" license.
Data access and Retention
- AI Service Settings steer the Transcription feature availability to users, as well as the data storage retention time.
- You can also opt-in to and show a Summarization of the transcript. The same access and storage rules apply.
- All data generated by Transcription can be retrieved and handled by Nimbus Power Automate Connector, using respective "Companion" Flow Actions and Trigger Events.
Transcription for Outbound Calls
Transcription, summarization, live captioning, and codes & tags AI suggestions are also available for outbound audio calls. The same AI Service Settings that apply to inbound conversations automatically apply to outbound calls as well — no additional configuration is required.
This applies to the following outbound call types:
- Call on Behalf
- Scheduled Outbound Calls, both with and without workflows
🔍 Same configuration, same behavior. If Companion > Transcription is enabled for the service, transcription runs automatically for outbound calls on that service. The same applies to summarization, live captioning, and codes & tags AI suggestions. Data storage retention settings configured for inbound conversations apply equally to outbound conversations.
🔍 Power Automate. The "When the Companion has an update" trigger and the "Get Companion task data" action also fire for outbound conversations, enabling the same Power Automate flows you use for inbound calls to work for outbound calls as well.
💡 Outbound call transcription requires the same preconditions as inbound - see Preconditions above. No additional setup is needed beyond enabling outbound calls for the service.
Customer Opt-Out of Transcription
Customer Opt-Out of Transcription
The Opt-out of Transcription feature allows callers to withhold consent before the conversation is transcribed. When consent is not granted, Nimbus skips the entire transcription routine for that call — no live caption, no transcript, no summary, no codes & tags suggestions — and carries that decision across transfers so it is honored for the whole call journey.
🔍 How is consent expressed? Through the Record Consent Conversation Handling workflow activity, which you add to your IVR before the call reaches a Nimbus user. The rest of this page covers how to set that up, what the Nimbus user sees, and what stops happening.
✅Preconditions
- In addition to the standard Transcription preconditions (to enable the feature), the opt-out flow configuration requires an “IVR” or “Input Customer” step in your Workflow that asks the caller for consent.
- The consent outcome is then stored using the Record Consent Workflow Activity. This activity keeps the consent choice, which also persists through transfers.
How it Works
The opt-out flow comes down to four moments in the life of a call:
- The IVR asks the caller for consent — using an Input Customer or Input Customer (Advanced) Workflow Activity that informs the caller their conversation may be transcribed and captures their yes/no response.
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The workflow records the answer using the Record Consent activity — set to Granted when the caller agreed, Not Granted when they declined.
☝️If the activity is not included in the workflow at all, Nimbus treats the call as consent granted by default. -
The call is distributed to a Nimbus user. When the Nimbus user connects, Nimbus checks the consent outcome:
- Granted (or no Record Consent activity in the workflow) → transcription, summarization, and codes & tags suggestions all run as usual.
- Not Granted → none of them are started for this session.
- The decision travels with the call. If the call is transferred, parked/unparked, or re-distributed to a different Nimbus user or service, the consent outcome is carried along automatically. A "not granted" stays in effect for the whole journey, unless the workflow on the receiving service explicitly re-asks the caller and records a new outcome.
Setting Up Opt-out in Your Workflow
The opt-out flow is configured entirely in your service Workflow. There is no dedicated admin page or tenant-level toggle — the consent decision is per call and lives in the workflow.
- Navigate to Nimbus Administration > Configuration > Workflows and open the workflow you want to add the opt-out to.
- Accept the call as usual.
- Add an Input Customer or Input Customer (Advanced) activity that informs the caller their conversation may be transcribed and asks them to confirm.
💡 Example: "This call may be transcribed and summarized for quality and follow-up. Press 1 to agree, press 2 to decline." - Based on the caller's input, add a Record Consent activity and set the outcome:
- Caller agreed → set to Granted
- Caller declined → set to Not Granted
- Continue the workflow as usual — route the caller to the correct queue or service.
Configuration Scenarios
✅ Default is permissive. If you do not include the Record Consent activity in your workflow, every call is treated as consent granted. You only need to add the consent step for services where opting out should be possible.
- Re-asking on transfer: If a call moves between services with different sensitivity levels (e.g. general hotline → HR or financial), the destination workflow can ask the consent question again using a new Record Consent activity. A caller can switch from Granted to Not Granted at the new touchpoint — and the other way around.
- Overriding consent without asking the caller: You can add a Record Consent activity with a hardcoded outcome to control consent for specific routing paths — for example, to always block transcription on certain escalation paths, or to grant consent automatically when it has been obtained through other means (e.g. a web form).
Show some scenario examples
| Scenario | What happens |
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Caller declines transcription A✖️ |
The caller is informed at the start of the call that the conversation may be transcribed and chooses to decline. Nimbus disables transcription for the entire session, including any subsequent transfers. Typical examples: medical or health-related questions, financial topics, or HR cases where sensitive information will be discussed. |
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Caller agrees to transcription A✔️ |
The caller agrees. Transcript and summary are produced as usual and can later be stored in the CRM or used for quality assurance. The caller may also request a copy through the channels your organization provides. |
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Caller agrees, then revokes consent on transfer A✔️→B✖️ |
The caller agreed at the general hotline, but the conversation is transferred to a department where sensitive information will be discussed. The destination workflow re-asks the consent question and the caller declines — the new Not Granted outcome overwrites the previous Granted and transcription stops for the rest of the call. |
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Caller declines, then gives consent on transfer A✖️→B✔️ |
The caller declined at the reception line but is transferred to a service where they would like a record — for example, step-by-step technical guidance they may want to re-read. The destination workflow re-asks the consent question and the caller agrees — transcription starts from that point onward. |
What the Nimbus User sees
The Nimbus user's experience changes only inside the Companion widget and the Transcription tab. The Transcription behavior will be as follows:
| Capability | ✔️ Consent granted (or no Record Consent activity in the workflow) | ✖️ Consent not granted |
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| Live caption | Live caption appears in the Companion widget during the call. | Not shown. The Companion widget displays the "no consent granted" message instead. |
| Transcript | After the call ends, the transcript is processed and shown in the Companion widget and the Transcription tab. | Not generated. Nothing is stored against the session or retained for the tenant. |
| Summary | Summarization runs and the summary is displayed under the transcript. | Not generated. The Summary section displays the matching no-consent message. |
| Codes & Tags AI suggestions | Codes & tags suggestions are offered to the Nimbus user after the call. | Not offered. The Nimbus user can still set codes & tags manually. |
| Transfers / Hand-overs | Default behavior is “Consent” on the first service. When the call is transferred, the default stays in effect. | The consent outcome travels with the call. A "not granted" remains in effect at the next Nimbus user or service, unless the receiving workflow re-asks the caller using a new Record Consent activity. |
| Routing & Distribution | Unaffected. Calls are distributed exactly as the service settings dictate. | |
| Voicemail Transcription | Unaffected. The customer voice is recorded when “Voicemail” activities are reached in the workflow. When “Voicemail Transcription” was enabled in the Modalities Service Settings, an additional transcript is provided alongside the recorded Voicemails. | |
Limitations
INC Opt-out of Transcription Limitations
- Set at IVR time, not mid-call. Consent is captured by the workflow before the agent connects. There is currently no in-call control for the caller or the agent to change the decision once the conversation is underway. The closest workaround is a transfer to a workflow that re-asks the question.
- MS Teams calls only. The consent check is enforced for calls routed through the Microsoft Teams driver. Other drivers are not in scope.
- Distribution is not consent-aware. Routing and distribution policies do not change based on the consent outcome. Consent only affects whether transcription, summarization, and AI suggestions run.
- Default is permissive. If the Record Consent activity is not included in the workflow, every call is treated as consent granted. To make opt-out available to callers, the workflow must include the consent step.
- Virtual User transcription respects the same consent outcome — see the related Virtual User transcription feature for details.
Virtual User Transcription
Whenever a caller interacts with Virtual Users, Nimbus can produce a full transcript of the conversation once the Virtual User or Service session ends. The transcript captures both sides of the interaction — what the caller said and how the Virtual User responded — in the same structure as a Companion transcript.
☝️Note: Virtual User sessions are not shown on the My Sessions page
Virtual User transcription is intended for downstream automation rather than live viewing. There is no live caption during a Virtual User call, and thus no task distributed to any (human) Nimbus user. The transcript is instead delivered via Nimbus Power Automate Connector the moment the session ends, where you can route it to a CRM, ticketing system, booking process, or analytics pipeline.
✅The same preconditions as for Transcription apply. Additionally:
- Virtual User Transcription is enabled in the service's AI Service Settings.
- Optionally: Caller consent to transcription can be retrieved via “Record Consent” workflow activity. As the default is “Consent granted”, this step is optional.
- A Power Automate flow must subscribe to the Virtual User trigger. Setup is done by an administrator or service owner → refer to the Power Automate chapter below.
Sending the transcript to Power Automate
When a Virtual User session ends and the transcript is ready, Nimbus triggers the Virtual User Power Automate Connector flow and provides the full transcript — for example to update a CRM record, create a case, route a complaint, or sent a message to a specific channel.
INC Upcoming Connector Feature Certification
⌛Pending Connector Certification: Features or partial changes on the functionality described in the following are still undergoing the Microsoft review and certification process. Changes are not yet part of the officially certified Nimbus Power Automate Connector, so your Power Automate UI may differ.
Available Connector update paths
INC Power Automate Connector Update Path
| Customer Tenant Admin Procedures |
Nimbus Customers can choose between following upgrade paths for the Power Automate connector:
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| Luware Development |
Whenever Luware releases a Nimbus Version, the “Upcoming V1” connector can be retrieved as a Luware-hosted download.
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| Luware / Microsoft connector Certification Process |
The V1 download package is submitted to Microsoft for Store Certification.
💡Note: Each update triggers a re-certification process by Microsoft and takes ~4-6 weeks. |
Test Connector functionality early
✅ Whenever Whenever Nimbus team mentions new Power Automate Connector functionality on the Latest Release Notes you can download the “to be certified (V1)” connector manually. Then you need to install this upcoming (V1) connector as Custom Connector on your tenant.
☝Note that Custom-installed connectors will not update automatically. Once the functionality becomes available in the certified connector you need to perform a manual Connector Migration of your flows.
Learn how to update the Custom Connector
Updating the Nimbus Custom Power Automate Connector
Luware development implements changes in the upcoming Nimbus Power Automate Connector (v1) and starts a certification process with Microsoft right after every major Nimbus release.
🤔When do I need to manually update a custom connector? If the official Nimbus Release Notes mention new connector features which you would like to try out ahead of time – e.g. by adding new actions and triggers – you can perform a manual update and install the V1 connector as Custom Connector on your Tenant.
Learn more…
INC Power Automate Connector Update Path
| Customer Tenant Admin Procedures |
Nimbus Customers can choose between following upgrade paths for the Power Automate connector:
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| Luware Development |
Whenever Luware releases a Nimbus Version, the “Upcoming V1” connector can be retrieved as a Luware-hosted download.
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| Luware / Microsoft connector Certification Process |
The V1 download package is submitted to Microsoft for Store Certification.
💡Note: Each update triggers a re-certification process by Microsoft and takes ~4-6 weeks. |
💡Good to know: If you performed a Connector Migration before now use the Microsoft store-certified connector, you can skip the update steps shown below. After each V1 connector update re-certification by Microsoft, your connector updates automatically.
Manual Connector Update Steps
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Retrieve the latest connector file from your Nimbus cluster region:
💡 Uncertain? You can find out your region by logging into Nimbus Portal / Admin and see how the URL changes.
INC Nimbus Power Automate Connector URLs
☝Legacy (v0) Custom Connector users: Replace the /v1/ part of the URL above with /v0/ to download the legacy connector (e.g. to Update your existing Connector) with new files. Note that the legacy connector will not receive feature updates anymore.
☝Migration note for all custom-installed connectors: You can install the v1 to-be-certified connector as Custom Connector. However, when switching to the certified connector within Microsoft Power Automate, a Connector migration is necessary for all existing custom connectors.
- Go to https://make.powerautomate.com/ and expand Data > Custom Connectors.
- Select your Nimbus Custom Connector from the list.
- Click on the Context menu (three dots) at the end of the line.
- Select “Update from OpenAPI file”.
- Click the "Import" button and select the new file.
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Finally click “Continue”.
⮑ The connector is now updated and should be visible on your Tenant.
Setup Steps
- Subscribe to the Trigger Event When a Virtual User has an update and pick one of the Virtual User events:
- Virtual User Transcription Ready — fires immediately when a single Virtual User session ends and its transcript is ready. If a service session runs more than one Virtual User, this event fires once per Virtual User.
- Service Session Terminated — fires once when the overall service session ends. Use it to retrieve all Virtual User transcripts of that service session at once.
- Add the Flow Action Get Virtual User Data to fetch the transcript. Provide the Service Session ID (mandatory) and set Data Type to Transcription. Leave Virtual User Session ID empty to return every Virtual User transcript of the service session, or supply it to return one specific Virtual User's transcript.
Notes
🔎The returned transcript data lists the participants (Customer and Virtual User) and entire conversation. A Virtual User transcript can be linked back to its respective service session and user sessions IDs of the same caller journey.
☝️Note: Separate from the Companion trigger. Virtual User transcripts are delivered through the Virtual User trigger only; the “Companion” trigger events fire for agent (human) conversations. A flow built for one interaction does not affect the other. If your workflow contains both Virtual User and regular human interactions (e.g. via Queue), 2 separate transcription events are recorded.
Transcription in Other Areas
Automated Voicemail Transcription
You can use transcription features to automatically transcribe incoming voicemails. Once a caller is asked to leave a voicemail via workflow, a "transcript" will be generated and added to the Adaptive Card.
✅Optional Feature - Requires Transcription preconditions to be met (and "Voicemail Transcription" to be enabled within Modalities Service Settings.
Your workflow requires a "Voicemail" activity to trigger the generation of a voicemail.
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Known Limitations
INC Transcription Limitations
☝️ 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.
Troubleshooting FAQ
INC Transcription Troubleshooting
Not seeing any transcripts in the Transcript widget can have several causes. The following table lists error messages and explains why they are shown.
| Message shown | 🤔 Why do I see the message? |
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| No transcription is available for this interaction. |
There was no transcription generated for the selected conversation. This could happen …
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No transcription is available for this interaction OR Task was not accepted. |
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| Transcription not available for this session. No consent granted. |
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| User Transcription License is missing. |
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🔎 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.