FAQ's
Messages You May See
Message | What it means / what to do |
|---|---|
Summary copied | The summary is on the clipboard and ready to paste. |
Saving summary… / Summary saved | Your edits are being saved, and then are saved. |
Summary not saved | Your edits could not be saved. Check your connection and click DONE again. |
No reply from server - summary may not be saved | The server didn’t confirm the save. Reopen the call to check, and save again if needed. |
The transcript is still loading - try again in a moment | Wait for the transcript to finish loading, then click Regenerate again. |
This call has no transcript to summarize | No speech was captured for this call, so there is nothing to summarize. |
Couldn’t generate the summary | Summary generation failed. Try Regenerate summary again; contact support if it keeps failing. |
Couldn’t load the transcript … Select the call again to retry. | A temporary problem loading a past call. Click the call in Call History again. |
Frequently Asked Questions
The Start Call button is greyed out. Why?
Hover over it. Most often the summarization model is still downloading after your first sign-in (see section 2.1); the button is enabled automatically when it is ready. If you don’t see the Speech Assist buttons at all, Speech Assist may not be enabled for your account. Contact your administrator.
Can I open Speech Assist without recording a call?
Yes. Use the Open Neuron Edge button (section 3.3).
Why can’t I click EDIT?
Summaries can be edited once the call is Completed, that is, saved on the server. Wait for the status to change from Processing to Completed.
Why is the Intent column empty for some calls?
The intent is left blank when the call couldn’t be matched to any of the intents configured by your organisation (section 9.2).
Why do Caller ID and DNIS show NA?
These details come from your call application through Playwright integration (section 3.5). They show NA for calls started manually with the Start Call button, or if Playwright integration isn’t configured for your team.
Do I need to click Start Call if Playwright integration is set up?
No. Calls are detected automatically from your call application. Keep the call application open in the Chrome window that was set up for SWFH.
Why does a call say Paused?
It is a long call. Click ▶ Summarize (in Call History) or ▶ Generate summary (in the summary panel) to generate its summary (section 9.6).
Does Needs Coaching mean I did something wrong?
No. It flags the call for a supervisor to review with you. It is not a performance ranking.
Where is the summary generated?
On your own PC. The finished transcript and summary are then saved to your organisation’s SWFH server.