Insights
The Insights tab allows you to define what information the AI should automatically capture during calls or chats, making sure important details are captured consistently and can be reviewed later for insights and reporting.
⚠️ Admin Access Required – Only users with admin permissions can configure data collection fields.
Configuring Insights Fields
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Go to the top navigation bar and click Insights tab.
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Click the Create New Data Collection button (the plus sign) to create a new field.
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If fields already exist, you can edit them by clicking directly on the field.
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Fill in the field details:
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Name – The label for the field (e.g., ''Company Name'').
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Type – The type of information:
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String
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Text values such as names, addresses, or topics.
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Example:
"John","Product Inquiry"
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Integer
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Whole numbers without decimals.
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Example:
42(e.g., number of items ordered)
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Float
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Numbers that include decimals.
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Example:
4.5(e.g., customer rating on a scale of 1–5)
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Boolean
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True/false values. Useful for yes/no or on/off type data.
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Example:
true(customer agreed to terms),false(customer did not subscribe)
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Datetime
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Dates and times. Can be used to record timestamps or deadlines.
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Example:
"2025-09-29T15:30:00"(ISO 8601 format)
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Description - A detailed explanation passed to the AI (LLM) describing how to extract the data from the transcript.
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Example:
"Extract the customer’s full company name from the first sentence where they introduce their business." -
This helps the AI understand exactly what to look for in the conversation and ensures accurate data collection.
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Click Save to add the field.
Best Practices
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Define only the fields you actually need to reduce clutter and simplify data collection.
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Use clear and descriptive names so the data is easy to understand later.
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Regularly review and update fields as your business or reporting needs change.