Conversation Intelligence

CallRail's suite of Conversation Intelligence features uses your recorded calls for insights on lead quality. Get your calls automatically transcribed with Transcripts and have them scored with CallScore. You can also use Keyword Spotting to have the most important keywords highlighted for better campaign management. 

These features are available on the Conversation Analytics and Analytics Suite product bundles. Use our help article to see or change your pricing.


Save valuable time with Transcripts. This feature allows you to read full conversations between your team and customers by transcribing your calls, freeing you from the task of listening to every recorded call. This feature is available in the caller's timeline, and you can move to key moments in the conversation by clicking on the call recording's waveform to read the entire transcript without having to listen to the call. 

You'll receive an email notification with a preview of each call's transcript. You can click the link in the email to be redirected to the caller's timeline, where you can read the full transcript of the call.

Learn more about Transcripts with this help article


Use CallScore to take the time-consuming work out of scoring your calls and to determine which campaigns drive the best calls to your business. This feature classifies your calls as qualified leads depending upon on criteria specific to the industry you serve.

With CallScore, we automatically score each incoming call to a company based on machine learning models that have been built, created, and tested for accuracy. Once a call is automatically scored, you can see the caller's score within your activity dashboard, email notifications, and caller timelines.

With this information, you can communicate lead status with the rest of your team to ensure proper follow-ups happen.

Learn more about CallScore with this help article.

Keyword Spotting

Find the words that matter most to you with Keyword Spotting. This feature allows you to tag and score calls based on specific words said by a caller or agent on any given call or voicemail transcript.

With Keyword Spotting, you can target specific keywords to measure customer satisfaction, understand the context of a call without listening to a recording, and further streamline your process of categorizing and scoring calls. 

Learn more about Keyword Spotting with this help article.