Last update: 6/10/2026
| VOYA IM | ||
| TRANSCRIPTION SPECIFICATIONS (updated 06.09.26) | ||
| Trans Specs – Appointments | ||
| DANA Fields | Interpretation | Relevance |
| Task Description | *If the recording has only one note: [FA – Firm] *If the recording is a group activity:[Contact’s Name/Primary Contact – Firm] *If the recording has two contacts in one note, different firms *If the recording has two or more notes: [FA] and Others Example: |
Populate this field for notes sent via the Hey Dan App. |
| Note Type | Normal – New | Default |
| Normal – Existing | Refer to CRM if activity is already existing | |
| Special Instructions | WATCH OUT: When keywords are mentioned, CRM Modification note should be used/added (Save and New, refer to trans specs for ‘CRM Modification’) | Keywords mentioned in the dictation, i.e. ‘profiling‘ or ‘personal information.’(see below, ‘Trans Specs – CRM Modification‘) |
| Any instructions specified by wholesaler. | ||
| Internal Comments | Any info to help identify the correct contact | CRD#/suggestions help the team to identify the correct contact. |
| Type any instructions for proofing/CRM entry. | For Hey DAN team | |
| Note if the contact is not found in FINRA. |
For Hey DAN team | |
| Start Date | If not specified, use recording date. | |
| Clarify if not specified and recording date falls on a weekend. | ||
| If not specified, leave blank. | ||
| End Date | If not specified, leave blank. | |
| Start/End Time | DO NOT POPULATE | We do not populate the time field as of the moment per POC instruction. If time is provided, notate it at the top of the meeting notes. Place one line space between time and the meeting notes itself. |
| Timezone | Use as needed. Always refer to WS preferences if they have timezone preferences. | Do not change if not specified |
| Interval | Not recommended but can be used for meeting notes with equal time increments and same notes | |
| Contacts | As found in FINRA /CRM /Official website. | Use first name field for the whole name |
| Put [None provided] if no contact is mentioned. | ||
| Transcribe only individual contact profiles (vs team profiles) for the activity unless otherwise specified. | ||
| CRD | Include CRD # if found in FINRA. | |
| Broker/Dealer/Organization | As found in FINRA/CRM. | DO NOT SKIP |
| Location | As found in FINRA/CRM | Use City, ST template. Skip if not dictated |
| Meeting Type | Meeting – Face to Face | Default |
| Meeting – Virtual | As mentioned/Context. All meetings conducted as conference calls or video calls. |
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| Events/Conferences | As mentioned/Context. Event needs to be large scale. | |
| Roundtable / Regional Event | As mentioned/Context. | |
| Mirror from SF if existing event has pre-selected Meeting Type | Always check SF for existing ‘Event’ | |
| Activity Purpose | 1 – Intro Meeting | As mentioned/Context. This involves first-time meeting between FA and WS. If context is vague, use Default. Kicker words: “Introductory call” “First time meeting with” If WS mentions both Intro and product, select Intro. |
| 2 – Catch Up | Default if no products discussed. Kicker words: “Catch-up with” “Caught up with” If WS mentions both catch-up and product, select Catch Up. |
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| 3 – Product Specific | Context (if Voya products are discussed/mentioned) | |
| 7 – Sponsorship / Event | Context. For activities where WS sponsored the Event. See WS preference as well. |
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| Others | Context | |
| Mirror from SF if existing event has pre-selected Activity Purpose | Always check SF for existing ‘Event’ | |
| CHECK BOXES | ||
| 1 on 1 | Not recommended but can be used for meeting notes with equal time increments and same notes | |
| Same broker/dealer/location | Use as necessary | |
| Same Follow-up | DO NOT USE | |
| Group | Use as necessary | |
| Follow-up | REMOVED | Please include any task/follow-up in the body of the note and create a ‘Tasks’ note. (See below, ‘Trans Specs – Tasks’) |
| Subject | Character limit is 80 | |
| *Existing subject line in the CRM | ||
| • Name – Firm • Name1 and Name2 – Firm (Two contacts of the same firm) • Name1, Name2 – Firm (Two contacts of the same firm) • Firm – City, ST (Three or more contacts of the same firm) |
Default | |
| • Name1 – Firm1, Name2 – Firm2 (Two contacts of different firms) • [Activity] – Name – Firm • [Activity] – Firm – City, ST(If activity type is mentioned) |
Default | |
| Activity examples: Breakfast, Lunch, Dinner, Golf, Drop-By, Happy Hour, Phone Call, Conference Call, etc. | As mentioned/Context | |
| Firm – Topic/Strategy | Preferred subject of Brian Houston (Refer to WS preferences) | |
| As dictated | If WS specifically dictated the subject | |
| Comments/Notes | Put ‘N/A’ if none given. | |
| Please refer to General Writing Guidelines below / APA | ||
| Other Fields | ||
| Owner | Tag the Owner/WS name | Usually the Owner who sent/dictated, unless otherwise mentioned. |
| Summary | Brief summary of note | As dictated, i.e. *Meeting with [name] of [firm] *Lunch meeting with [name] of [firm] *Call with [name] of [firm] *Virtual meeting with [name] of [firm] *Intro meeting with [name] of [firm] *Product discussion/Invitation email/Intro meeting with [name] of [firm] |
| Consultant Type | N/A | Default |
| Mirror from SF if already existing | ||
| Employees Attended | Owner name + Tag other contacts from Voya | Always include the Owner name unless specifically mentioned that the Owner did not attend |
| Opportunities Discussed | Mirror Opportunity name in SF (should be specifically instructed WS) | N/A – If none |
| Products Discussed | Select as specified/mentioned regardless of context. | Select (NONE) if none mentioned |
| Some WS dictate what funds they want tagged at the beginning or at the end of the dictation. No need to apply first rule. | ||
| Topics Discussed | Note will not save in Salesforce if either the Products Discussed or Topics Discussed fields are blank. | Select No Product Discussed if no products were tagged in the Products Discussed field. |
| Related Campaigns | Mirror Campaign name in SF (should be specifically instructed WS) | |
| Other Reminders: 1. Usually recorded notes, but sometimes may be sent in email form. (minutes of meeting format, or spreadsheet attachment, or text attachment) 2. Entered as ‘MEETING NOTES’ in the CRM. 3. Additional note ‘EVENT‘ should be created for each ‘Normal – New‘ meeting note if time is provided.(Please check for existing EVENTS in SF) — – Do not create ‘EVENT’ for ‘Emails‘ meeting types. Please see below ‘Trans Specs – Event‘. (Start 02/01/22) |
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| GENERAL WRITING GUIDELINES 1. Clean verbatim/Clean up sentences. 2. OMIT: repeated words, fillers, false start, change of thought, retractions. 3. CAPITALIZE: products, LOBs, and proper nouns (Researched; when in doubt, Do Not Capitalize.) 4. NUMBERS – refer to APA Style Guide http://grammar.ccc.commnet.edu/grammar/numbers.htmhttp://www.grammarbook.com/numbers/numbers.asp Examples: 1-9 – spell out; 10 above, use figures$15 million, NOT $15,000,000 or $15 million dollars Correct use of punctuations: – Hyphen (-) for compound words and compound modifiers and as place holder in a series.– Dashes (–) to set off parenthetical elements, to show breaks in thought.– Colon (:) before a list or an explanation that is preceded by a clause that can stand by itself.– Semi-colon (;) to help sort out a monster list; to separate closely related independent clauses. 5. TAGGING – [Unintelligible/unintelligible] – inaudible parts of dictation.– [word] – best guess– – lost reception, unclear audio sections– [bad audio] – unclear audio sections that may require clarification– [expletive] or [unintelligible] – for bad language or profanities (Client specs supersede writing guidelines) |
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| Trans Specs – Tasks | ||
| Emailed/Recordings | Entered as ‘Tasks’ in the CRM | Create a Tasks note when WS specifically mentioned a follow-up task or to-do item.
Example: “Please create a follow-up/task for (Internal or WS himself) |
| Can also create a Tasks note for dictations that do not constitute as a meeting per POC guidelines.
If not a to-do item/follow-up task, select appropriate Note Type. (See guide below) |
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| If not specific, DO NOT create task and just keep the supposed follow-up/task in the ‘Meeting Note’. | ||
| All follow-ups/tasks should still be in the main ‘Meeting Note’ regardless if ‘Tasks’ note is created. | ||
| DANA Fields | Interpretation | Relevance |
| Note Type | Tasks | Default |
| Special Instructions | Copy from ‘Meeting Note’ | From Owner |
| Internal Comments | Copy from ‘Meeting Note’ | Default |
| Start Date | Follow-up date | As mentioned |
| Default is 1 business day from recording date | ||
| End Date | DO NOT USE | |
| Start Time | DO NOT USE | |
| End Time | DO NOT USE | |
| Interval | DO NOT USE | |
| Contacts | As found in FINRA /CRM /Official website | Use first name field for the whole name |
| More than 1 contacts can be assigned in 1 ‘Tasks’ note | ||
| 1 on 1 | DO NOT USE | |
| Same Follow-up | DO NOT USE | |
| Group | Copy from ‘Meeting Note’ | |
| Follow-up | DO NOT USE | |
| Meeting Type | (none) | Should be blank |
| Activity Purpose | (none) | Should be blank |
| Subject | Follow-up | Default |
| As dictated/context | ||
| Comments/Notes | Put the follow-up/task note here | |
| Assigned To (Task/Follow-up) | Type in name of Internal, WS or Contact Person | As dictated/context |
| Task Note Type | Guidelines for Use | |
| Note Type | If task note is an action or to-do item or follow-up task | Select To-Do |
| If note is more of a reminder note for the WS. Also the preferred note type for tasks for Troy Maag. |
Select Note | |
| If meeting with FA did not occur but WS met with a different contact (assistant, etc.). | Select Meeting | |
| If note types above are not applicable. | Select Other | |
| Trans Specs – Call Log | ||
| Usually recorded notes, but sometimes may be sent in email form. (minutes of meeting format, or spreadsheet attachment, or text attachment) | Entered as ‘Call Log’ in the CRM | For calls with assistant, calls to cancel or reschedule meeting, voicemails, quick phone calls, for scheduling/prospecting purposes) |
| DANA Fields | Interpretation | Relevance |
| Note Type | Call Log | Default |
| Special Instructions | Any instructions specified by wholesaler. | |
| Internal Comments | Any info to help identify the correct contact | CRD#/suggestions help the team to identify the correct contact. |
| Type any instructions for proofing/CRM entry. | For Hey DAN team | |
| Note if the contact is not found in FINRA. | For Hey DAN team | |
| Start Date | Start Date If not specified, use recording date. |
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| If not specified in multiple notes, use the date of the preceding note. | ||
| Start Date Clarify if not specified and recording date falls on a weekend. |
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| Start Time | Leave blank. | Time field is not a required field for Call Log. Time may alternatively be transcribed in Comments/Notes. |
| End Date | Leave blank. | |
| End Time | Leave blank. | Time field is not a required field for Call Log. Time may alternatively be transcribed in Comments/Notes. |
| Interval | DO NOT USE | |
| Meeting Type | (none) | Skipped/not used for Call Log |
| Activity Purpose | (none) | Skipped/not used for Call Log |
| Subject | Name – Firm | Default |
| Activity examples: Breakfast, Lunch, Dinner, Golf, Drop-By, Happy Hour, Phone Call, Conference Call, etc. | As mentioned/Context | |
| Assigned To | Put the wholesaler/owner. | Default |
| Activity Method | Outbound Call – Unscheduled | Default |
| Outbound Call – Scheduled | As mentioned/Context | |
| Inbound Call | As mentioned/Context [FA name] called me |
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| Activity Outcomes | Conversation – Meeting Follow Up | Default |
| See Activity Outcomes Guide in Log Email Section | As mentioned/Context | |
| Products Discussed | Select as appropriate | As mentioned for call logs from recordings for product discussed |
| Skim through the call log for topics discussed | ||
| Tag “NONE” | ||
| Topics Discussed | Select as appropriate | As mentioned for call logs from recordings for topics discussed |
| Skim through the call log for topics discussed | ||
| Tag “No Products Discussed” | ||
| Other Topics | Guidelines for Use | |
| Situational Confidence | Confidence and Credibility – Tagged if mentioned | |
| No Products Discussed | Always tag if no product was discussed/mentioned | |
| Trans Specs – Individual Emails | ||
| Emailed Notes | Entered as ‘Log Email’ in the CRM | Email communications of WS with clients or other Voya employees in which we’re bcc’d in. Any email activity/important emails should be logged as task in SF (Log Email) |
| Note Type | Log Email | Default |
| Special Instructions | Any instructions specified by wholesaler (if any). | Paste from email, usually included in the first message of emails forwarded to the team. |
| Internal Comments | Copy/paste the email address/es of the contact/s (at least the first contact) | For Hey DAN team |
| Note if the contact is not found in FINRA/SF | For Hey DAN team, possible clarification | |
| Start Date | Use the date when the email was sent to the contact/s | Always refer to the date when the email was sent to the contact/s, not the date that the email was forwarded to the team (if it was). |
| Watch out when processing weekend emails or cutoff emails. | ||
| Start Time | Not used for emails | Skipped for emailed notes |
| End Date | Not used for emails | Skipped for emailed notes |
| End Time | Not used for emails | Skipped for emailed notes |
| Interval | DO NOT USE | |
| Contacts | As found in FINRA/CRM/Official website. | Use the contact/s’ email address/es to research |
| Put [email address] if no contact/s were found linked to the email. | For clarification | |
| Limit adding of contacts to one week back from the date of latest email. | ||
| Include other Voya contacts | ||
| 1 on 1 | DO NOT USE | |
| Same broker/dealer/location | Use as necessary | |
| Same Follow-up | DO NOT USE | |
| Group | Use as necessary | |
| Follow-up | DO NOT USE | |
| Meeting Type | (none) | Skipped/not used for Log Email |
| Activity Purpose | (none) | Skipped/not used for Log Email |
| WRITING GUIDELINES (LOG EMAIL): | ||
| Subject | [Email subject] | Paste from email |
| If email was forwarded to Hey DAN, copy email subject but remove ‘FW:’ at the beginning | ||
| Comments/Notes | WATCH OUT: When emails are forwarded to the team, the message for the team should NOT be included. This would be the first message and may contain special instructions for the team. | Watch out for subject lines containing ‘FW:’ indicating that the email was forwarded. |
| Get the HEADING plus the BODY of the email (gist) | Refer to the following: | |
| Should include: from, to, date, subject | Copy/paste the information in the heading | |
| [From the greeting to the closing] | Copy/paste the whole email trail. | |
| PLEASE DO NOT INCLUDE THE CONFIDENTIALITY NOTICE. | ||
| Please DO NOT include the extra information below the closing and sender name and designation. | ||
| Repeat the steps above per message | Please ensure to copy all messages in the email trail | |
| Attachments:[Include all attachments at the bottom of the email] | Highlight then drag-drop, or copy/paste the attachment name (Should be included during Dana placeholder uploading) |
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| Other Fields | ||
| Assigned To | Tag the wholesaler name | Usually the Owner who sent/dictated, unless otherwise mentioned. |
| Status | Completed | Default |
| Priority | Normal | Default |
| Activity Outcomes | Select as appropriate | Skim through the email log to determine the most appropriate activity outcome. |
| Outcome | Guidelines for Use | |
| Appointment Scheduled | Tactical, meeting coordination/scheduling. | |
| Appointment Scheduled & Quality Conversation | Discussion of Voya product offerings, markets, etc. resulting in a scheduled meeting. | |
| Conversation – Discovery/Intro | Introductory consultative discussion with the objective to learn about the client’s needs and business. Used for prospecting. | |
| Conversation – Meeting Follow Up | Follow-up discussion related to actions from previous call/meeting. Can be product-specific, etc. | |
| Conversation – Quality | Product-specific resulting in specific actions, next steps or results. | |
| Contacted – Insignificant | Quick touch base, tactical, logistical. Example is referring to another contact, get a quick “not interested.” | |
| Call Attempted – Left Message | Include voicemails, messages left with assistants, etc. | |
| Call Attempted – Didn’t Leave Message | Attempted contact where message was not left. | |
| Call Attempted – Bad Contact Info | Incorrect contact information, not the right person at the firm to contact, etc. | |
| Products Discussed | Select as appropriate | As mentioned for email logs from recordings for product discussed |
| Skim through the email log for topics discussed | ||
| Tag “NONE” | ||
| Topics Discussed | Select as appropriate | As mentioned for email logs from recordings for topics discussed |
| Skim through the email log for topics discussed | ||
| Tag “No Products Discussed” | ||
| Other Topics | Guidelines for Use | |
| Situational Confidence | Confidence and Credibility – Tagged if mentioned | |
| No Product Discussed | Always tag if no product was discussed/mentioned | |
| Trans Specs – CRM Modification | ||
| Emailed/Recorded notes | Only created if CRM modification is a request from WS. | |
| Note Type | CRM Modification | |
| Special Instructions | LOOK OUT: When keywords are mentioned, CRM Modification note should be used/added. | dictation, i.e. ‘profiling‘ or ‘personal information.’ |
| Any instructions specified by wholesaler. | Paste from Comments | |
| Internal Comments | Type any instructions for proofing/CRM entry. | For Hey DAN team |
| Note if the contact is not found in FINRA. | For Hey DAN team | |
| Location | Changed | Moved the contact to a different location but same firm |
| Organization Name | Changed | Moved the contact to a different firm |
| Profile | Added/Changed | Created/updated the contact profile |
| Subject | [blank] | Leave blank |
| Comments/Notes | Instructions and any additional information aside from Bio, Title, Email and Phone. | |
| Bio | As mentioned | |
| Title | As mentioned/provided | |
| As mentioned/provided | ||
| Phone | As mentioned/provided | |
Exercise Files