Ai Spotlight: Action Items
    • 16 May 2024
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    Ai Spotlight: Action Items

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    Article Summary

    No need for messy notes, Dialpad Ai automatically creates Action Items for tasks mentioned in the conversation — letting you focus on closing that deal, or presenting those metrics. Action Items are tasks that need to be completed following the meeting. These action items often involve assigning tasks and deadlines to individuals or teams, or scheduling a follow-up call or meeting. 

    Let's dive into the details.

    Who can use this feature

    Action Items are a part of Dialpad's proprietary Ai.

    Dialpad Ai is included with all Dialpad plans, but is currently only available for offices in the United States, Canada, Australia, New Zealand, and the United Kingdom.  

    Types of Action Items 

    Dialpad Ai detects several different types of Action Items during your calls: 


    Contact-based Action Items are generated when a follow-up conversation or contact time is discussed.

    • “You can contact me tomorrow”
    • “We will call you on Tuesday”

    Send information

    Send-information Action Items are generated when someone mentions sending over a file or notes.

    • “I will email you the document”
    • “You can send him the notes”
    • "I'll send that over later"

    Set up meeting

    Calanderable Action Items are generated when someone mentions setting up a meeting or booking in a time-slot.

    • “I can set up a meeting with you to discuss this”
    • “I will book a meeting with you on Monday” 

    How Action Items work

    For anAction Items to be captured, a task owner and an action or task must be discussed in the conversation. Recipients and timing are optional details that will be captured when mentioned, but they aren't required to create an Action Item.

    Task owner 

    The task owner is the person responsible for the action/task.

    • The task owner must be either “I”, “we”, or “you” and is required in everyAction Items
    • Example: “We will give you a call later”
    • Action: The specific action or task which needs to occur
      • Example: “We will send you the invoice”


    The recipient is the person and/or people who will receive the action.

    • The recipient must be either “you”, “us”, “them”, “him”, or “her
    • Example: “I will schedule a meeting with them on Friday”


    Timing is the time when the action will take place.

    • Example: “I'll send you an email tomorrow

    Once Dialpad Ai detects the task owner and action, it automatically creates an Action Item.

    How to use Action Items

    As long as AI is enabled, Action Items will automatically be detected in your meetings and calls. 

    Use Action Items as a checklist to help you keep track of tasks you committed to, and know when you can expect something from someone else.

    To view Action Items, head to your Call History from and select the Ai icon beside the call.

    On the Recap tab of the Call Overview Page, you'll find Action Items listed below the Ai Recap.  

    You can also select the Moments filter and check the box beside Action Items.

    Action Items in Ai Recaps

    Action Items are also listed in your Ai Recap, accessible from the Calls and Meetings tabs of your Inbox.You'll also see Action Items listed in the call details within your conversation thread.

    Share action items

    Share the action items with your team and others by creating a call summary link and sending it via email or SMS.

    To share an action item:

    1. Navigate to the Call Summary page for the call
    2. Select Share
    3. Choose the part of the call you'd like to share
    4. Set the viewing permissions
      • Can be accessed by anyone with the URL
      • Can be accessed by those within your company only
    5. Select Create link      
    6. Copy the link and share

    Action Items for coaching

    Ensure your agents are following up on their promises by reviewing your team's calls that contain Action Items. 

    To see all calls with Action Items, head to Call History from 

    1. Select the Moment filter
    2. Select Action Item
    3. Select Apply 
    4. Select the Ai icon beside the call to open it's Call Summary page

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