In this use case, we are going through the steps needed for setting up the Transcription feature, including
- Service Administration steps to enable transcription and live caption for your Services and make them visible via widgets.
- User Administration steps to enable the Transcription feature for Service Users.
- Power Automate Connector setup steps to retrieve a Companion or Virtual User transcript for further processing or storage.
INC Azure Billing Transcription
AZURE BILLING
The usage of the Transcription feature will cause additional monthly ACS costs. The costs are determined by Microsoft. Also see https://azure.microsoft.com/en-us/pricing/details/cognitive-services/speech-services/.
- Before enabling the Transcription feature, get in touch with your Luware Customer Success specialist to discuss terms, usage scenarios and necessary setup procedures.
- Please note that Nimbus and Transcription support does not cover pricing discussions or make recommendations based on Microsoft Azure infrastructure.
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
| Nimbus AI Services | Azure AI Services | |
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| Challenges |
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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 |
|---|---|---|
| Mandatory steps |
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| Optional steps |
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| Related pages |
INC Icon Legend Accordion
Show Icon Legend
| 💡 = A hint to signal learnings, improvements or useful information in context. | 🔍 = Info points out essential notes or related page in context. |
| ☝ = Notifies you about fallacies and tricky parts that help avoid problems. | 🤔 = Asks and answers common questions and troubleshooting points. |
| ❌ = Warns you of actions with irreversible / data-destructive consequence. | ✅ = Intructs you to perform a certain (prerequired) action to complete a related step. |
Companion Transcription
Step 1: Add a Speech Recognizer
- Go to Configuration > AI > Speech Recognizers.
- Click Create New.
- Specify Name & Organization Unit,
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Specify the Type of the Azure AI services.💡This allows to use your own Azure Speech recognizer. If unavailable, Nimbus will provide a native solution.
- Azure AI Services: Allows you to use your own API. In this case you need to the API key, Region & Language to be recognized. Visit Use Case - Setting Up a Speech Recognizer in Azure Portal and Nimbus to learn how to create your key.
- Nimbus AI Services: Will use Nimbus native AI Services for Transcription.
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Configure “Multilanguage” options & specify Language(s) to be detected.
💡Default 1 – and with Multilanguage enabled – up to 4 - Click Create.
Step 2: Enable Transcription and Live Captioning for your Service
- Go to Service Administration.
- Select the Service for which you want to enable the Transcription feature.
- Make sure that your Service has an Enterprise or Contact Center license assigned in General Service Settings.
- Go to the tab AI Service Settings.
- Enable Transcription and (optionally) Live Captioning.
💡 Note that Live Caption only works if Transcription is also enabled.
💡 You can also opt to hide either feature from the Nimbus Portal, but still keep Transcription active. This allows you to evaluate the data via Nimbus Power Automate Connector using “Companion” Trigger Events and Flow Actions.
- In the field Speech Recognizer, select your previously created Speech Recognizer.
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Click Save & Apply.
⮑ Transcription features are now immediately in effect when the next audio call is coming in.
Step 3: Setup the Widget
💡 This step is necessary if you want to make Live Caption and Transcription visible for the User in Nimbus Portal. If Live Caption and Transcript are disabled in Extensions Service Settings, Transcripts will be saved in the background but Users won't see them in Nimbus Portal.
- Go to Extensions Service Settings.
- In section widget, enable the “Companion widget.
- Click Save & Apply.
Step 4: Assign a Companion License to your Service Users
- Go to User Administration.
- Select the User you want to assign a Companion license to and click Edit.
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Enable Companion in General User Settings.
💡 Make sure that the User is part of a Service Team with Transcription/Live Captioning feature enabled.
⮑ Service Users should now see the Transcript widget in My Sessions. If they don't have a Companion license applied, the “License missing.” message is shown in the widget.
Step 5 (optional): Transcript in Power Automate
This optional step lets you process the Companion transcript or summary in a downstream flow — for example to update a CRM record, create a case, or send an email. This can be done in addition to (or instead of) viewing the transcription contents in the Nimbus widgets.
- Make sure Transcription is enabled for the service, following Steps 1–2 above.
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In Power Automate, create a flow that starts with the When the Companion has an update Trigger Event and select the relevant service(s). Choose the Companion event to react to:
- Voice Transcription Ready — fires right after a session transcript is saved.
- Transcription Summarization Ready — fires when a summary is saved.
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Add the Get companion task data Flow Action to fetch the data:
- Service Session ID — mandatory.
- Data Type — set to Transcription or Summarization.
- User Session ID — optional.
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Add actions that process the data, then save the flow.
⮑ When a Companion session ends and the transcript is saved, Nimbus triggers the flow and returns the transcript (Customer and Service User/Agent phrases) for the service session.
🔍Notes
- If Companion transcription is configured on the service level and the agent has the required license, all incoming calls are transcribed.
- Separation from the Virtual User trigger. Companion transcripts are delivered through the When Companion has an update trigger only. The “Virtual User” trigger continues to fire for AI driven conversations, so existing Virtual User flows are unaffected.
- Main reference: For every detail event and data field / property description, see Trigger Events and Flow Actions.
- Opt-out from transcription is possible, either by transferring a call to a non-transcribed Nimbus service, or the Conversation Handling Activities > “Record Consent” activity disabling the feature on customer request.
Virtual User Transcription
This tab applies only if you run a Virtual User on a GPT Realtime bot and want its post-session transcript delivered to Power Automate. Virtual User sessions are not shown on the My Sessions page, so the transcript is consumed through Power Automate rather than viewed in a widget. It does not apply to Virtual Users with Copilot / Direct Line 3.0 integration.
INC Upcoming Connector Feature
This describes an upcoming Power Automate connector capability that is pending 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.
Step 1: Enable Virtual User Transcription
- Go to Service Administration and select the Service that hosts the Virtual User.
- Open the AI Service Settings tab and go to the Virtual Users section.
- Enable the Active toggle to start generating a transcript for each Virtual User session.
- Set the Store toggle to control how long the Virtual User transcript is retained — 1 hour or 30 days.
- Click Save & Apply.
💡 The Virtual Users toggles require Virtual User data privacy consent to be enabled in the tenant settings. If it is missing, Nimbus shows “Missing Virtual User data privacy consent on tenant settings.” and transcription cannot be activated.
Step 2: Optional: Record Consent in your Workflow
- Open existing workflow which already contains a Virtual User interaction.
- Optionally: Add the “Record Consent” Conversation Handling activity before the “Add Virtual User” activity, so the caller can grant or withhold transcription consent.
💡The default behavior - even without the activity - is “Consent Granted”. If consent is withheld, no transcript is generated and no Power Automate trigger is sent. The Virtual User prompt automatically reflects whether the conversation is being transcribed.
Step 3: Transcript in Power Automate
- In Power Automate, create a flow that starts with the When Virtual User has an update Trigger Event and select the relevant service(s).
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Choose the Virtual User event to react to:
- Virtual User Transcription Ready — fires immediately after a single Virtual User session ends and its transcript is ready. Use this to retrieve the transcript of each Virtual User separately within the same service session.
- Service Session Terminated — fires once when the service session ends. Use this to retrieve all Virtual User transcripts of that service session at the same time.
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Add the Get Virtual User Data Flow Action to fetch the transcript:
- Service Session ID — mandatory.
- Data Type — set to Transcription.
- Virtual User Session ID — optional. Provide it (for example, stored from an earlier step) to fetch one specific Virtual User's transcript; leave it empty to fetch all Virtual User transcripts of the service session.
- Add the actions that process the transcript — for example, update a CRM record, create a case, or send an email.
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Save the flow.
⮑ When a Virtual User session ends and the transcript is ready, Nimbus triggers the flow and returns the transcript (Both calling Customer and AI Virtual User phrases). Virtual User transcripts are linked to the Service Session, and Service Sessions can in turn be linked to User Sessions.
🔍Notes
- Separation from the Companion trigger. Virtual User transcripts are delivered through the When a Virtual User has an update trigger only. The “Companion” trigger continues to fire for agent (human) conversations, so existing Companion flows are unaffected.
- Main reference: For every detail event and data field / property description, see Trigger Events and Flow Actions.
- Opt-out from transcription is possible, either by transferring a call to a non-transcribed Nimbus service, or the Conversation Handling Activities > “Record Consent” activity disabling the feature on customer request.
Troubleshooting
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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