General Information

Conversation Intelligence is an AI-powered feature that automatically records and transcribes calls.

You get:

• Automatic recording and transcription
• Searchable transcripts
• Call summaries
• The ability to replay calls

Note: Any organization, regardless of switchboard package, can purchase this add-on.

Read more about how to do it here.

Licenses

Users

Conversation Intelligence is available in several plans: S, M, L, XL, XXL. Each plan includes a certain number of transcriptions per month. If you need more, you can easily upgrade.

Response Groups

Response groups share their transcription resources. Each call counts toward a common pool.

Purchase a License

Conversation Intelligence is not included in any switchboard package and must be purchased as an add-on.

You need the Account permission to purchase add-ons.

Read more here.

Activate the License

After purchasing the license, it must be activated for a user or a response group.

Do this:

1. Go to Organization Settings
2. Choose Telephony System → Conversation Intelligence
3. Assign the license to a user or response group
4. Done — the service is now active

Storage Capacity

You can decide how long recordings should be kept.

For Users

• Choose between 1, 6, 12, 24, 36, 48, 60, 72, or 84 months, or a custom period
• Max 30,000 stored calls

For Response Groups

• The same storage period options
• Max 30,000 stored calls

Older recordings are automatically deleted on a first-in, first-out basis. You can always download and store them securely elsewhere.

User Permissions

Playback Permission

Choose whether the user can listen to their own recordings.

Turn the feature on or off as needed.

Deletion Permission

You can choose whether the user can delete their recordings.

We recommend keeping this feature disabled — it is the default setting.

Conversation Intelligence can be integrated with several systems.

Read more about how it works in the Insights article.

Settings for Users

Administrators can find all settings under Organization Settings → Telephony System → Conversation Intelligence.

Available settings:

• Automatic recording
• Transcription quota alerts
• Playback permission
• Deletion permission
• Retention period
• Automatic logging of summaries if you have Insights

Settings for Response Groups

Supervisors and administrators can adjust response-group settings under Settings in the group menu.

Available settings:

• Shared transcription pool
• Automatic recording of all group calls
• Allocation of transcriptions
• Supervisors’ access to calls
• Notifications and alerts
• Automatic logging of summaries if Insights is enabled

Conversation Intelligence with Insights

By default, all calls are automatically logged to the system you’ve integrated with.

If you want to change that, you can do the following:

Manage Automatic Logging

1. Click the gear icon → Telephony System
2. Go to Conversation Intelligence and select the correct user or response group
3. Click Settings
4. Toggle Sync summaries on or off

Auto Labels and Notifications

Auto labels let you tag calls automatically based on what is said during the conversation.

This makes it easy to find calls with, for example, dissatisfied customers or recurring questions.

To create and manage labels, you need the Labels permission.

Auto labels require Conversation Intelligence to be enabled.

Create Labels

You can create labels for both response groups and personal calls. The flow is the same, but open the appropriate menu depending on whether the label should apply to group calls or personal calls.

• For response groups: Gear icon → Organization Settings → Labels
• For personal calls: Gear icon → Personal Settings → Labels

Do this:

1. Click Create label
2. Name the label and choose a color
3. Choose whether the label can be used on response-group calls, personal calls, or both

Auto Labels

With auto labels, you can automatically tag response-group calls based on what’s said during the call.

Example instructions:

• “The customer wants to order dark roast coffee.”
• “The caller sounds frustrated or dissatisfied.”

You provide the instruction, give the label a name and a color, and then select which types of calls it should apply to.

Response Groups

Auto labels work in response groups where Conversation Intelligence is enabled.

Select which response group the label should apply to.

Alerts and Notifications

Want to be notified when a specific label is applied automatically?

Create an alert.

1. Select which label should trigger the notification
2. Select which users should receive it — one or several

When an alert is triggered, it appears in the Events view, which you can find via the notification bell icon in the app.