Overview

Conversation Trackers are special tags added to calls based on rules you define. Admins will see a “Trackers” page in the left sub-nav menu where they can manage Tracker definitions.

Setting Up Conversation Trackers

To define a Tracker, input a comma-separated list of keywords & phrases. If any of those terms are detected in the transcript, the call will be tagged with that Tracker. Only new calls after creating/updating a Tracker will be tagged. Old calls will not be retroactively tagged.

AI Trackers

If you're unsure about the keywords & phrases that you're trying to capture or are having trouble making a list of all of the keywords you'd like to track, enable AI Tracker! AI Trackers use the tracker's name, description, and existing keywords to tag any moments in calls that contain similar concepts.

Any moment tagged using AI will be denoted by a ✨ in the tag shown in the transcript. Any moment tagged because it matches the keywords & phrases defined will not have the ✨ designation regardless of whether it's an AI Tracker.

Using Conversation Trackers

Trackers can be used in powerful ways across the app. Here are some ideas to get you started:

Filter for Calls with (or without) Specific Trackers

Select one or more Trackers in the list view to filter down to interesting calls. All calls with any of the selected Trackers will be shown. Similarly, you're able to filter for calls missing certain Trackers.

Finding Moments Tagged by Trackers in Transcripts

When clicking into a specific transcript, you can see all the Trackers that were detected for that call. They will appear directly in the relevant parts of the transcript, as well as in the Search pane where you can click them to quickly find where in the transcript they appeared.

Triggering Outreach Using Trackers

Use Trackers to automatically power desired follow-up actions by using them in Journey trigger nodes or conditional nodes. After every call, a call.transcript.available event will be emitted (similar to the call.recording.available event) which you can reference in the Journey nodes. Use the property conditions to check the trackers json element in the event, which contains a list of all Trackers found in that call.