Step 1 – What is Conversation Intelligence?
- CI is an AI function that automatically records and transcribes calls.
- You also get:
• Searchable transcriptions
• Summaries of conversations
• Call replay
All organizations can purchase the additional service, regardless of switch package.
Step 2 – Licenses
- Choose between different plans: S, M, L, XL, XXL.
- Each plan includes a number of transcriptions per month.
- Response groups share resources – all calls are drawn from the same pool.
- Subscriptions can upgraded if necessary.
Step 3 – Buy license
- CI is not included in the gear package.
- License is purchased as separate addition.
- Requires account authorization.
Step 4 – Activate license
- Click on gear icon.
- Go to Organization settings.
- Select Telephony system → Conversation Intelligence.
- Assign the license to users or response groups.
- The service is now active.
Step 5 – Storage capacity
- Select storage period: 1, 6, 12, 24, 36, 48, 60, 72 or 84 months (or custom in days).
- Max 30,000 calls can be saved.
- When the limit is reached, they are deleted. oldest conversations first.
- You can always download recordings externally.
Step 6 – User permissions
Administrator can set:
- Playback of own recordings (on/off).
- Deleting your own recordings (on/off).
It is recommended that deletion is disabled (standard).
Step 7 – User Settings
IN Organization settings can admin adjust:
- Automatic recording.
- Transcription quota warnings.
- Playback access.
- Deletion access.
- Storage period.
- Automatic logging of summaries (requires Insights).
Step 8 – Response Group Settings
Supervisor or admin can set:
- Shared transcription pool.
- Automatic recording of group calls.
- Assignment of transcriptions.
- Supervisor access to calls.
- Notices and warnings.
- Automatic logging of summaries (requires Insights).
Step 9 – CI with Insights
- Automatic logging is on by default.
- Calls are automatically synced to integrated systems.
To change the setting:
- Click on gear icon and choose Organization settings.
- Go to Telephony system → Conversation Intelligence.
- Select a user or response group.
- Toggle on/off Syncing summaries.