Call transcription

Call transcription is a new feature coming to the Lead Report within Rightmove Plus that automatically transcribes recorded calls between yourself and your customers. You can read, search, and download a transcript of each call directly from the Lead Report.

Transcription is available inside Rightmove Plus, accessible via the Telephone Lead Report. Once available, a “View transcript” button will appear on eligible calls in the lead report table. 

Access to the Telephone Lead Report and transcription features in Rightmove Plus is controlled by partner login, user permissions, and browser verification (including multi-factor authentication). Only users at the enrolled branch with appropriate permissions can view transcripts.

You need to have call recording set-up to access call transcripts. If you haven’t got call recording set up and would like to enable it, please speak to your Account Manager. You will also need to check if you have permission to access the Lead Report. If you can’t access it, you will need to request permission from an admin or contact customer experience. 

Transcripts are available approximately 24 hours after the call ends. We are exploring options for real-time transcription which may be introduced at a later date.

Only inbound calls to branches are transcribed.

Transcription is AI-generated and may not be 100% accurate, it should be treated as a useful reference, not a verbatim legal record. Any inaccuracies you notice can be reported to us as feedback via a survey available within the feature.

Yes. Rightmove’s call whisper (played at the start of every connected call) notifies both the caller and the agent that the call is being recorded and transcribed for training and monitoring purposes.

You should make staff aware that calls may be recorded and transcribed, and ensure your internal policies reflect this.

Call recordings and transcripts are retained for 12 months.

No. Call transcription will be available to all with call recording enabled at no additional charge.