Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
In this article, we'll help you adjust the supporting settings that keep Krisp AI Agent Assist working reliably across your team's everyday calls.
Important
Changes made in the Admin Portal are applied to the Krisp app after agents sync the account.
Supporting settings for Agent Assist
Audio settings
Agent Assist suggestions are only as accurate as the transcript they're built from, and the transcript depends on clean input audio. We recommend enforcing Krisp as the system default so agents don't have to spend time on setup. To achieve this, follow the steps below:
- Sign in to account.krisp.ai
- Go to Team settings >>> Setup >>> System Preferences
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Enable Enforce Krisp Microphone as system default and Set Krisp Speaker as system default.
Info
If you're using a browser-based calling platform, please keep in mind that you also need to select Krisp Microphone as the default device within the browser itself. Check this article for more details.
Agent Voice Isolation settings
Using a headset compatible with Krisp's Voice Isolation ensures that Krisp cancels voices in the background, which keeps the agent's speech clean and improves transcription accuracy for Agent Assist. You can access these settings by following the steps below:
- Open Team settings >>> Setup
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Make the necessary adjustments in the Audio Devices section.
Enable transcripts, summaries, and call scoring only in selected apps
Calling Apps lets Admins restrict which apps can access Krisp's AI features. In restricted apps, Agent Assist is partially limited: Live Captions are not available, and call summaries are not generated. Knowledge Chat remains available. Noise Cancellation continues to work normally, and no warnings or errors appear for calls in restricted apps. To locate the relevant settings, follow the steps below:
- From the Team settings, open the Setup section
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Select Calling Apps, then enable the Allow only selected apps to access all Krisp features toggle and make the relevant adjustments.
Hint
If your team relies on Agent Assist for most calls, leave the calling apps your agents use unrestricted. Restricting an app silently disables Live Captions and call summaries for every call placed through it.
Krisp CX Bridge
For browser-based calling apps, Agent Assist needs to know exactly when a call starts and ends so it captures the right audio and produces accurate transcripts, summaries, and suggestions. Krisp CX Bridge is a browser extension that resolves inconsistencies in call start and end statuses and relays accurate call information (Caller ID, Call ID, Agent, and Queue) from supported Call Center platforms to the Krisp app. If your agents use web-based calling apps, enable Krisp Bridge so Agent Assist works reliably. To enable it:
- Go to Team settings >>> Setup >>> Krisp Bridge
- Turn on Enable Krisp Bridge
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Select the deployment mode: Local mode or Remote mode, then install the extension on each device using the links provided on the same page.
Info
For full setup details, deployment scenarios, and the list of supported Call Center platforms, see the Krisp CX Bridge article.
Managing call content and data
These settings live under Call Content and govern how the call data behind Agent Assist is redacted, captured, and transcribed.
PII redaction
When PII Redaction is enabled, personally identifiable information is redacted from the call transcript before it's sent to AI analysis. Because Agent Assist and Knowledge Chat run on that analysis, this setting governs what they can reference. To enable it, go to Team settings >>> Call Content >>> Content Management and toggle on PII Redaction.
Info
PII redaction is not applied to calls that include Voice Translation.
Capturing the right call data with Bridge
Two settings under Content Management refine which audio Krisp captures, so the transcripts and suggestions behind Agent Assist reflect the actual customer conversation. Both require Krisp CX Bridge to be enabled:
- Track only calling apps with Bridge: captures call data only from the calling app (via Bridge). Activity from other applications is ignored.
- Discard concurrent calls when the initial call is on hold: stops recording and transcribing audio while the call is on hold.
To adjust these, go to Team settings >>> Call Content >>> Content Management.
Managing the Custom Vocabulary
Important
Vocabulary changes take effect after the account is synced in the Krisp app. If the user is in an active call, they need to stop the call, sync the account from the Krisp app, then restart the call to apply the updates.
Maintaining and updating the Custom Vocabulary ensures that the terms commonly used during your calls are recognized and properly transcribed, so the summaries and captions generated by Agent Assist capture the correct details.
You can select the industry (Universal, Healthcare, Insurance, Finance, Travel, Retail) to help the AI recognize specialized terms.
To adjust the Custom Vocabulary, follow the steps below:
- Open the Admin Portal
- Go to Team settings >>> Call Content >>> Vocabulary
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Select the Industry, and create or import Custom Vocabulary items.