---
title: "Agent Experience for Voice AI"
slug: "agent-experience-for-gladly-ai-voice"
description: "Experience seamless customer interactions with Sidekick Voice, featuring live transcriptions, call recordings, and easy agent transfers for enhanced support."
updated: 2026-02-13T07:41:51Z
published: 2026-02-13T07:41:51Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Experience for Voice AI

| **ADD-ON FEATURE** Contact [get-sidekick-ai@gladly.com](http://mailto:get-sidekick-ai@gladly.com) or your CSM to learn more or get started with Voice AI. |
| --- |

The Agent experience for Voice AI is no different than other Conversations, with the entire interaction with the Customer visible within the Conversation Timeline.

A call from the Customer (**[1]** and **[2])** where **Gladly** responded to the Customer are transcribed live in the Conversation Timeline, and the recording can be played **[A].** The **Show transcript [B]** provides **transcript** of the automated **conversation**.

![Audio playback controls for Valeria's conversation with Gladly AI, showing two audio tracks.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/valeria spoke with gladly ai.png)

- **[1]** is the recording of the call between Gladly and the Customer.
- **[2]** is the recording of the call if the Customer is handed off to a live Agent.

## Voice AI transcript

If Voice recording is activated in the [**Gladly Voice IVR**](/docs/set-up-sidekick-voice) node, interactions with the Customer are recorded and transcribed in the Conversation Timeline. These Timeline events will say <[Customer name] spoke with Gladly AI>

![Valeria interacts with Gladly AI for support, requesting to speak with an agent.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/continue ai conversation.png)

The interaction between Gladly and the Customer is recorded **[1]**. Clicking **Show automation transcript [2]** expands to expose the text transcript **[3]** so you can see the text version of the interaction.

> [!WARNING]
> **Transcripts are unavailable if recording is deactivated in the IVR**
> 
> **Gladly Voice** interaction recording can be deactivated in the **Gladly Voice IVR** node in Gladly instances where call recordings are not permitted. Transcripts are not available if recording is not activated.

If a Customer indicates they'd like to speak to an Agent **[4]** or **Gladly** determines it's unable to assist the Customer further, it informs the Customer that they are being transferred to an Agent who can help. A text summary of the interaction is provided to the Agent **[5]**, allowing the Agent to pick up where **Gladly** left off without asking the Customer how they can help.

![Customer inquiry about order status and request to connect with a human agent.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly ai conversation with summary.png)

Once routed to an Agent, the call is recorded like regular calls.

![Incoming call notification from a customer with audio recording.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Phone call recording on timeline.png)

### Delete transcript

Customers may say sensitive or confidential information you don’t want stored in the Conversation Timeline. Compliance Administrators can delete a specific message or an entire recording if needed.![A message asking to track her order with options to delete it.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Delete Sidekick Voice transcript on timeline.png)