Welcome message removal

Welcome Message Duration removes a fixed number of seconds from the beginning of incoming audio before transcription. It is useful when every recording begins with the same automated greeting, legal notice or connection message.

Setting the duration

The duration is an account setting, from 0 to 300 seconds including decimals; 0 turns the feature off. It can be changed by the account itself in the Speechlytics web app, or by your representative.

Where it applies

The trim is part of audio preparation and applies to:

• API uploads and recordings downloaded from a URL;
• SFTP imports;
• recordings imported from integrations such as Aircall, FrontSpin, 3CX and Microsoft Teams.

It does not apply to live calls. It affects future processing only; changing the duration does not alter existing transcripts unless a call is re-transcribed.

Pipeline behavior

recording received
      ↓
audio clean-up (noise, volume, silence)
      ↓
remove configured opening duration
      ↓
transcription and enabled analytics

The removed audio is not transcribed and therefore cannot contribute to keywords, summaries, custom questions, scores or other transcript-derived analytics. The call's stored duration is reduced accordingly.

Choose the duration carefully

• Measure several representative recordings instead of relying on one example.
• Use the shortest duration that reliably removes the repeated message.
• Allow for provider timing variation.
• Do not trim into the agent's greeting or the customer's first response.

A value that is too short leaves part of the welcome message in the transcript. A value that is too long permanently removes real conversation from that processing run. If the message varies in length, ask for a transcription filter instead, which excludes segments containing a phrase.

Troubleshooting

Symptom	Likely explanation
The automated greeting remains	The configured duration is shorter than the greeting.
The first spoken words are missing	The duration is too long for that recording source.
Older calls did not change	The setting applies during processing and is not retroactive.
One provider behaves differently	Its recordings include a different amount of pre-call audio.
Live calls still contain the greeting	Removal does not apply to live calls.