We’re using RingCentral’s new native integration for calling. Unfortunately, we’re having issues with the Hubspot Transcripts (which we want to use for call insights), not differentiating speakers (it assigns the entire transcript to one participant). This was Hubspot support’s feedback. Does anyone have any info or a solution?
The reason I ask is because RingCentral might be providing these recordings in Mono format (Single Channel – aka there is only one channel of audio), rather than Stereo (Dual Channel). As called out in our public Docs: “If all of the speakers are on the same audio channel, or if the caller or recipient are on an unexpected channel, HubSpot will +not+ be able to transcribe the audio recording. Therefore, each speaker in an audio file should be on a separate channel.”
What happens here is we can’t separate into multiple speakers if all the audio is on a single channel in the recording, and so are ending up with the incorrect identification as a result.
I would recommend reconnecting with RingCentral to verify which type of channel they sync their recordings to HubSpot with.