Step 1 – What is Conversation Intelligence?
- CI is an AI feature 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 be upgraded if needed .
Step 3 – Buy license
- CI is not included in the gear package.
- License is purchased as a separate add-on .
- Requires account authorization .
Step 4 – Activate license
- Click the 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) .
- A maximum of 30,000 calls can be saved.
- When the limit is reached, the oldest conversations are deleted 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 turned off (default).
Step 7 – User Settings
In Organization Settings, admin can 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 the gear icon and select Organization Settings .
- Go to Telephony System → Conversation Intelligence .
- Select a user or response group.
- Toggle on/off Syncing of summaries .