Meetings and Captions Playbook

Use this playbook when a customer reports meeting access failures, blocked device permissions, missing captions, poor transcription, or translation not appearing.

Collect first

Collect room name or meeting link, tenant ID, participant email, browser, operating system, device type, source language, target language, approximate time, and whether all participants or one participant were affected.

Device checks

Ask the customer to confirm browser site permissions, operating system privacy permissions, and whether another app is using the microphone or camera. For mobile browsers, explain that screen sharing may not be supported.

Caption checks

Check whether microphone audio is present, captions are enabled, the configured STT provider is healthy, and the language is supported. If captions work but translation does not, focus on provider translation support and language-pair configuration.

Provider checks

For NVIDIA-backed speech or translation, confirm provider configuration, API health, timeout spikes, and fallback behavior. Do not expose provider API keys or internal provider payloads in a customer reply.

Escalation packet

Escalate with meeting ID, time window, tenant ID, provider mode, language pair, browser, device, error text, and whether media capture worked before the caption or translation failure.