Recording and summarizing transferred calls
Normally the report stops the moment Cleo transfers a call — whatever you and the caller discuss afterwards stays out of sight. Set a transfer rule to Transfer & record and Cleo quietly stays in: the whole call — including the part with your colleague — is recorded, transcribed and summarized.
Where to set it: per transfer rule, under
Voice settings → Appointments & transfers → Transfer rules, Mode field.The difference between the two modes
Transfer only (no recording) — The caller is handed over completely. Recording and report stop at the moment of handover — the conversation with your colleague is private.
Transfer & record — Your colleague is pulled into the running call. Recording and transcript continue until someone hangs up; the call gets the outcome "transferred & recorded".
How to read it back
On the call detail page you'll see the handover moment in the timeline. The human part of the conversation is transcribed after the call ends and appended to the transcript; the summary describes the whole call — from greeting to wrap-up.
Note: in the transferred part, speakers are labeled "caller" and "business side" — the recording is a single audio track, so exact per-voice name recognition isn't possible.
[ screenshot: Call detail of a transferred & recorded call with the handover moment ]
What to keep in mind (GDPR)
Announce the recording — With Mention recording in greeting (GDPR) on, the caller is told about the recording at the start and again at the handover.
Inform your colleagues — Your colleague is recorded too. Make sure everyone listed in a transfer rule knows.
A line with such a rule always records — As soon as one transfer rule is set to "Transfer & record", all calls on that line are recorded — even when the main "Record calls" switch is off. That's required to capture the handover seamlessly.
Common problems
The transcript of the transferred part doesn't appear immediately
That part is transcribed after the call ends. Give it a few minutes and refresh the page.
I want to test transferring without a real call
Use a rule with "Transfer & record" — that mode works in browser test calls too. "Transfer only" works exclusively on real phone calls.
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