How to Get Call Transcriptions and Sentiment Data via API in Australia

Voice calls are a black box for most businesses. Unless a staff member manually types up notes, the contents of a conversation are lost the moment the call ends. For developers building CRMs, support desks, or sales tools, unlocking this voice data is the holy grail.

The Click2Call API changes this by automatically processing every recorded call through our AI engine. Within moments of a call ending, you can extract the full transcription, a concise summary, and sentiment analysis data—all via a simple JSON API.

The AI Analysis Workflow

Extracting call data is a two-step process: wait for the analysis to finish, then fetch the data.

Step 1: The Webhook Payload

When you configure a webhook in the Click2Call portal, ensure you check the "Recording and AI transcription generation" box under the AI Analysis section.

When the analysis is complete, your endpoint will receive a payload containing the call_id. This is the unique identifier you'll use to fetch the data.

Step 2: Fetching the Data

With the call_id in hand, you can query the AI Functions context of the API. The most useful endpoint for this is Get-Audio-Transcription-Summary.

// Example API Request Payload
{
  "context": "ai",
  "action": "Get-Audio-Transcription-Summary",
  "call_id": "1713261600.12345"
}

The API will return a rich JSON object containing everything you need to know about the call.

// Example API Response
{
  "status": "success",
  "data": {
    "transcription": "Speaker 1: Hi, I'm calling about my recent invoice... Speaker 2: Certainly, let me pull that up for you...",
    "summary": "Customer called to query a charge on their April invoice. Agent explained the pro-rata billing. Customer was satisfied and paid over the phone.",
    "sentiment": "positive",
    "sentiment_score": 0.85,
    "duration_seconds": 142
  }
}

Use Cases for Sentiment Data

Having access to sentiment data programmatically opens up powerful automation possibilities:

• Automated Escalation: If a call ends with a "negative" sentiment score, automatically trigger a Slack alert to the Customer Success Manager to follow up immediately.
• Sales Coaching: Build a dashboard that highlights calls with "positive" sentiment to use as training examples for new sales reps.
• Churn Prediction: Feed the sentiment scores into your CRM to identify accounts that have had multiple negative interactions in a single month.

"By turning unstructured voice conversations into structured JSON data, developers can finally treat phone calls like any other data source in their application stack."

Start Extracting Data

AI transcriptions and summaries are available on all Click2Call Cloud PBX accounts. You can start pulling this data into your applications today.

Explore the Developer API to see the full list of AI endpoints and capabilities.

Written by

Royce Clark

Royce is a technical writer and developer advocate specializing in cloud communications and AI integrations.