Transcribe phone calls and detect emotion and sentiment

Call intelligence allows you to transcribe your calls and identify the emotion and sentiment of the caller. Quickly gain access to conversation insights and improve your digital marketing strategy and sales performance.

Prerequisites

• Call recording must be enabled in the call flow.

Setting Up Call Intelligence

1. Select Power Ups from the sidebar.
2. Under Call Intelligence, click Configure
   
   
   
   
3. Select the account you would like to configure Call Intelligence on.
4. Toggle the switches on for each number you want to activate transcription on.
   Please note, call recording must be enabled for call transcription and spotlight to work.
   
   
   
   
5. Click Save
   

You will see the emotion and sentiment by expanding a call in Calls:

Next steps

Congratulations, call transcription is now set up on your account! 🎉

You might also like to:

• Create Spotlight tags to automatically tag and score interactions based on specific keywords or groups of keywords spoken