Scribe – tips, rules, privacy and troubleshooting
This article gathers Scribe’s rules in one place, usage tips, what your gym needs to tell your members, and what to do when something doesn’t go to plan.
The rules
Who and where
- Your gym chooses. Scribe is off until a manager switches it on, and then every member of your staff can use it in the FitnessHub app.
- Staff only. Members and leads never see Scribe, or any recording, transcript or summary.
- United Kingdom and Ireland. Scribe is available to gyms in the United Kingdom and Ireland.
- In person, on the app. Scribe records on the FitnessHub app, on Android and iPhone. Recordings are read and managed in the administration portal.
Each discussion
- At least one member or lead, and up to six people, the member of staff recording included. Only people on GymOS can be chosen.
- Everyone is told, every time. Every recording begins with the announcement, played out loud, and the member of staff confirms that everyone present has agreed. Scribe will not start with the phone’s volume off.
- Up to two hours. A discussion stops by itself at two hours, or after an hour paused. Everything recorded is kept.
- A connection to start. Once recording, Scribe carries on without a signal.
- One at a time. A member of staff cannot record a discussion and make a Konduo call at once.
- The transcript is never edited. Only who said what can be corrected, and notes are kept separately.
Who can do what
- Any member of staff can read a discussion’s summary, action points and transcript, download its PDF, and edit the notes.
- Managers, and the member of staff who recorded it, can play the recording and correct who said what.
- Only managers can delete a recording and transcript, and switch Scribe on or off.
Your gym’s responsibilities
- Your gym is responsible for its recordings, transcripts and summaries. You decide why you record discussions and how long you keep them, and you must have a lawful reason for recording.
- Tell your members. Say in your privacy notice that you may record consultations. Suggested wording is below.
- Do not record anyone under 18.
- Hold recorded discussions somewhere private, so nobody is recorded who isn’t taking part.
- Check what AI wrote. Transcripts and summaries can contain mistakes. Check them, and correct speaker names where needed.
- Requests from members. A member’s discussions are on their record, under Calls & Consultations, in Recordings and transcripts, so you can find them if a member asks about their information, and a manager can delete them.
Telling your members: suggested wording
You may want to add a paragraph like this to your privacy notice or membership terms, changing the words in square brackets to suit your gym. It is a starting point, not legal advice: you know how your gym uses Scribe, and you may want to take advice of your own.
We may record consultations and other discussions we hold with you in person, so that we keep an accurate record of what was discussed and agreed. We will always tell you before a recording starts, and you can ask us not to record. Recordings are transcribed and summarised using artificial intelligence, through our gym management software, and are kept with your member record [until they are no longer needed for the reason they were made / for (period)]. Only our staff can access them. To ask about any recording we hold about you, or for a copy, contact [contact details].
How Scribe processes and stores recordings, and the AI providers it uses, are set out in our privacy policy and on our AI providers page.
How accurate it is
- In a quiet room, very. In our testing, Scribe gave the right speaker to almost every word.
- Less so with noise around you. Other conversations nearby can be written into the transcript as if someone in your discussion had said them. A discussion recorded in a noisy room is marked as such.
- Names, numbers and dates are the words most often misheard.
- The recording is the record. Treat the transcript as a guide to the recording. Every line is timed, so a manager can find that moment and listen.
- Check speakers. Where Scribe is not fully confident which voice is whose, the discussion is marked Check speakers.
Tips
- Book in-person consultations in DropSlot®, and record from the booking. Everyone is filled in for you, and the discussion is filed under your own consultation type.
- Phone flat on the table, between you. It is the single biggest thing you can do for the transcript.
- Introduce the meeting when you start, and sum up what you agreed before you stop. The summary and action points are better for it.
- Pause for interruptions, rather than recording a conversation that isn’t part of the discussion.
- Lock the phone, don’t close the app. On an iPhone, swiping the app away stops the recording.
- Keep the app open with a connection after a long discussion, until it has finished sending.
- Check the speakers soon after, while you remember who said what.
Troubleshooting
I can’t find Scribe in the app
Scribe is under My Account, Consultation Appointments, signed in as a member of staff. If it isn’t there, check that a manager has switched Scribe on for your gym, and that you have the latest version of the FitnessHub app. The Scribe button on a booking appears only on in-person bookings for today, from an hour before they start.
Start is greyed out
Tick Everyone here has agreed to be recorded, and make sure at least one member or lead is ticked under Taking part. A colleague or a DropSlot® guest on their own is not enough.
Messages before you start
| The app says | What to do |
|---|---|
| Scribe needs the microphone – allow it in the phone’s settings. | Open the phone’s settings, find FitnessHub, and allow the microphone. |
| Turn the volume up | Turn the phone’s volume up, so the room can hear the announcement. |
| Not enough storage | Scribe needs 64 MB free to start. Free up some space on the phone. |
| Too many people | Scribe records up to six people, you included. Untick anyone who isn’t in the room. |
| You are on a call | Hang up your Konduo call first. |
| The announcement did not play | Check the volume and try again. Scribe never records without playing the announcement. |
| The microphone did not open | Nothing was recorded. Close any other app using the microphone and try again. |
“Scribe could not start”
The message underneath says why. Most often the phone has no connection: Scribe needs one to start, so try again when you have a signal. Other reasons include Scribe being switched off for your gym, Scribe being briefly updated, the booking no longer being available, or someone on the list no longer being on GymOS. If it says Something went wrong, wait a moment and try again, and check your connection.
“You have an unfinished discussion”
The app closed while you were recording, for example because the battery ran out, or the app was swiped away on an iPhone. Everything recorded up to then is kept and will be transcribed. Tap Add notes to wrap it up, or Not now.
“Not just yet” when signing out
A recording is still in progress, or still sending from your phone. Stop the recording, or keep the app open with a connection until it has finished sending, then sign out.
A discussion has been Processing for a long time
The rest of the recording is probably still on the phone that made it. Whoever recorded it should open the FitnessHub app with a connection and leave it open for a few minutes. If a recording is still on a phone a day later, that member of staff receives a reminder. After a week, Scribe transcribes whatever arrived, and the discussion says that not all of the recording reached GymOS.
“Not transcribed”
Rarely, a recording cannot be transcribed, for example if no sound reached GymOS from the phone. Open the discussion: its notes say why. It is not charged.
“Too little was said for a summary”
The recording held fewer than eight words, usually because it was started by mistake or the microphone was covered. The recording is kept, but there is no summary, and it is not charged.
The names are the wrong way round
A manager or whoever recorded the discussion can correct them in the discussion view, with Swap speakers for two people, or Who said what for more. The summary is rewritten with the right names. See Reviewing discussions in the administration portal.
My headset wasn’t used
That is deliberate. Scribe always records through the phone’s own microphone and plays the announcement through its own loudspeaker, so that it hears everyone in the room, and everyone hears the announcement.
Sending Scribe’s log to support
If something goes wrong with a recording on a phone, the app keeps a short technical log that helps our support team see what happened. In the FitnessHub app, open Settings, then App Diagnostics, and tap Show Scribe’s upload log. Take a screenshot, and send it with your support request. See Raising a support request.
The log records the technical steps of the phone’s recent recordings. It does not include names, recordings or transcripts.