The call summaries feature gives you quick insights into conversations between your team and customers by providing a summary of each transcribed call. Using call summaries, you can review call transcripts at a glance by reviewing the summary of the call. This summary consists of three to five sentences that summarize the contents of the call.
You can find a call summary in four places:
- In the call log.
- In the call’s timeline.
- In One at a Time View.
- In Lead Center
Getting started
The call summaries feature requires Premium Conversation Intelligence. Call summaries will automatically be enabled if you’ve enabled Transcripts on your account. If you haven't activated Transcripts yet, you can follow the instructions in this support article to do so.
Viewing a call summary from the timeline
Follow these instructions to view the call summary from the caller’s timeline.
- Select Analytics on the left navigation bar.
- Choose the company where you’d like to view call summaries.
- Select the timeline icon next to the call you'd like to view.
- Select Generated insights to view the call's summary.
- You also have the option to rate any call summary you view via the timeline.
Viewing a call summary from the call log
Follow these instructions to view the call summary from the call log.
- Select Analytics on the left navigation bar.
- Choose the company where you’d like to view call summaries.
- Select the Recording icon next to the call you'd like to view.
- A pop-up window will appear at the bottom of your screen.
- Select Minimize to view the call information in a smaller view.
- Select the Summary tab to view the call's summary.
Viewing a call summary from One at a Time View
Follow these instructions to view the call summary from One at a Time View.
- Select Analytics on the left navigation bar.
- Choose the company whose call summaries you'd like to view.
- Select View results one at a time → below the graph.
- Beneath the call recording section, you'll see the summary of the call.
Viewing call summaries in Lead Center
If you have Lead Center enabled on your account, you can use these instructions to view summaries in Lead Center.
- Select the Lead Center icon on the left navigation bar.
- Choose the company where you’d like to view summaries.
- Select the call you want to view.
- Select the Summary tab to view the call's summary.
FAQs
Why can't I see summaries for all my calls?
You will only see summaries for calls that happened after call summaries was activated on your account.
Can call summaries support HIPAA compliance?
Yes, our call summaries feature can help your account be HIPAA-compliant.
Is call summary data available to pass to integrations?
Call summary data can be sent via API and Webhooks and passed to Salesforce, HubSpot, Zapier, and Google Looker Studio.