Every call ends with work to do. You write notes, update the contact and log how the call went. Voice Intelligence does this for you after each recorded call, so your team can move on to the next one.

Note: Voice Intelligence is a Labs feature. We are still improving it, and your feedback helps.

What you get after each call

  • Call summary: why the contact called, the key points and the next steps. No more typing notes.
  • QA scorecard: a score out of 10, a score for each area you care about, and tips on what to do better.
  • Field suggestions: contact details mentioned on the call, like a name or email, ready to save.
  • Call disposition suggestion: the call outcome, picked from your own disposition list.
  • Transcript: every word of the call, split by speaker, next to the recording.

Nothing changes on a contact until someone on your team approves it.

Before you start

  • Voice Intelligence must be turned on for your account in Labs.
  • Call recording must be on. Voice Intelligence only works on recorded calls.
  • It works on calls made and received with Venderflow phone numbers.
  • It skips voicemails, very short calls and calls with no real conversation.
  • There is no extra charge beyond your usual call transcription. Hover on “Charges apply” on the settings page for details.

Turn on Voice Intelligence

  1. Go to Settings, then Phone System.
  2. Select the Voice tab, then Call Recording & Transcription.
  3. Select Voice Intelligence on the left.
  4. Turn on the Voice intelligence switch.

The transcript and the call summary are always included. Under Additional features, check the boxes for the QA scorecard, field suggestions and call disposition suggestions you want. All three are on by default.

Make it fit your business

Admins set Voice Intelligence up once, and every call follows it. Changes apply to new calls only. Past calls keep their results.

Choose what goes in the call summary

  1. Next to the summary line, select Configure.
  2. You see the summary sections. By default these are Summary, Next steps, Key points, and Concerns and objections.
  3. To change a section, select the edit icon. You can change its name, its description and its format: a single sentence, a bullet list or a short paragraph.
  4. To add a section, select Add section. To remove one, select the X. Drag sections to change their order.
  5. Select Save changes.

Tip: The description tells Voice Intelligence what to write. Keep it short and specific, for example “Each objection the contact raised and how the agent answered it.”

Score calls on what matters to you

  1. Next to QA scorecard, select Configure.
  2. You see the scoring categories. By default these are Greeting and introduction, Understanding the need, Clear answers, Handling concerns, and Closing and next step.
  3. Edit a category to change its name or description. The description says what a good call looks like, so match it to your call script.
  4. Select Add category to add one, or select the X to remove one. Drag to change the order.
  5. Select Save changes.

Each category gets a score from 0 to 10, and the overall score is the average. If a category doesn’t come up on a call, it is skipped, not counted as 0.

Pick which contact fields to fill in

  1. Next to Field suggestions, select Configure.
  2. You see each contact field and its instruction. By default these are First Name, Last Name and Email.
  3. Select Add field and choose any contact field, including your own custom fields. Then write a short instruction, for example “The contact’s budget in US dollars. Leave empty if not mentioned.”
  4. Turn on Only suggest values for empty fields if you never want to replace data a contact already has.
  5. Select Save changes.

Use your own call outcomes

Voice Intelligence picks the call disposition only from your own list. To change the list, select Manage list next to Call disposition suggestions. This opens the Custom Dispositions tab.

Choose the language of your results

Under Settings, pick an Output language. Summaries, notes and other results are written in this language.

See the results in Conversations

  1. Open the contact’s conversation. After a call, the call card shows the start of the summary.
  2. Select View full details.
  3. Use the tabs to see the Summary, Field suggestion, QA scorecard, and Recording & transcript. The top of the window shows the call disposition and the overall score.

Results are usually ready a few seconds after the call recording is saved.

Save field suggestions to the contact

  1. Open the Field suggestion tab.
  2. Check each value you want to keep. You can edit a value before you save it.
  3. Select Save Updates. Only the checked values are saved to the contact.

See the results in the dialer

When a call ends in the dialer, the results open next to the call summary. The Review & update tab shows the suggested call disposition and the suggested contact fields.

  1. Check the disposition. Pick a different one from the list if needed.
  2. Check the field values you want to keep, and edit them if needed.
  3. Select Save Updates.

The QA scorecard, Summary and Recording & transcript tabs show the same results as in Conversations.

Tell us how we did

Each tab asks if the result is accurate. Select the thumbs up or thumbs down. Your feedback helps us make Voice Intelligence better.

Frequently asked questions

Why didn’t a call get any results?

Check that:

  • Call recording was on for that call.
  • The call used a Venderflow phone number.
  • Voice Intelligence was on when the call happened. It does not run on older calls.
  • The call was a real conversation. Voicemails, very short calls and one-sided calls are skipped.

Results can also take a few seconds after the call. Refresh the page and try again.

Does Voice Intelligence change my contacts on its own?

No. Field suggestions and the call disposition wait for someone on your team to check and save them.

If I change my settings, do older calls change?

No. New settings apply to new calls only.

Can I turn off a feature I don’t need?

Yes. Uncheck the QA scorecard, field suggestions or call disposition suggestions in settings. The transcript and summary are always included while Voice Intelligence is on.

Can I use my own custom fields?

Yes. When you add a field under Field suggestions, you can choose any contact field, including custom fields.