Custom Moments

Custom Moments let you track specific items during a call — think of them as bookmarks for important themes on your calls that you might want to return to later. Custom Moments are invaluable for historical trend reporting, reviewing calls, coaching, and alerting managers in real-time.

Let's take a closer look at how they work.

Language availability

Custom Moments are available in English, Spanish, and French.

• For use in English, make sure the Contact Center's language is set to English before creating your Custom Moment cards.

• For use in Spanish, make sure the Contact Center's language is set to Spanish before creating your Custom Moment cards.

• For use in French, make sure the Contact Center's language is set to French before creating your Custom Moment cards.

Tip

Custom moments created in a Spanish-language Contact Center will not fire on an English-language call center, and vice versa.

How Custom Moments work

Custom Moments (CM) alert managers when a specific word or phrase is triggered on a call. A manager can immediately intervene, or they can review the Custom Moment and its trigger post-call.

Custom Moment cards can be assigned to whichever Contact Center(s) or group(s) you choose, and trigger phrases can be assigned to the customer side, agent side, or both sides of a call. CMs can be shared across multiple groups and contact centers, and each existing CM can be edited or updated to add new groups or contact centers.

Not only for live conversations, CMs can be used in post-call analytics like historical trend reporting, for coaching purposes, and for real-time alerts.

1. Navigate to Dialpad Ai

2. Select Custom Moments
   

   

From there, you'll see a list of all your Custom Moments and search your library by Custom Moments name, filter by creator or assignee groups, and even by language.

Create a Custom Moment

Creating Custom Moments (CM) takes just a few seconds, and yields incredible benefits.

Dialpad has various CM templates designed for sales and support teams, or you can create your own from scratch.

To create a Custom Moment, head to your Dialpad Admin Settings.

1. Navigate to Dialpad Ai

2. Select Custom Moments

3. Select Create Custom Moment

4. Choose to create a CM from scratch, or use one of our templates

5. Choose the language

6. Add the trigger phrases                                                    

7. Select Create Card

Regardless if you are creating a CM from scratch, or using one of our templates, be sure to review and customize the following details to ensure they fit your exact needs:

• Name

• Language

  • Select your desired language (English, Spanish, and French).

  • All existing CM cards are set to English by default.

• Triggered by options:

  • Triggered by anyone

  • Triggered by rep

  • Triggered by customer

• Keywords and phrases

• Assign groups and/or Contact Centers

Edit a Custom Moment

Business needs are always evolving, and your Custom Moment cards can evolve with them. We've made it simple to edit your cards anytime.

To edit a Custom Moment card, head to your Dialpad Admin Settings.

1. Navigate to Dialpad Ai

2. Select Custom Moments

3. Select the options menu beside the CM you'd like to edit (that's those 3 vertical dots)
   

   

4. Select Edit

5. Make the desired changes

   1. Once a card has been created, the language (English, Spanish or French) cannot be changed.

6. Select Save

Tip

Be careful, changing trigger words may impact Analytics!

Duplicate a Custom Moment

To duplicate a Custom Moment card, head to your Dialpad Admin Settings.

1. Navigate to Dialpad Ai

2. Select Custom Moments

3. Select Options beside the CM you'd like to duplicate (that's the 3 vertical dots)
   

   

4. Select Duplicate

5. Make the changes

6. Select Create Card

Delete a Custom Moment

To delete a Custom Moment, head to your Dialpad Admin Settings.

1. Navigate to Dialpad Ai

2. Select Custom Moments

3. Select Options beside the CM you'd like to delete (that's the 3 vertical dots)
   

   

4. Select Delete

5. Confirm by selecting Yes, Delete

Custom Moment analytics

View your Custom Moments in your Analytics and Call History data.

1. Navigate to Analytics

2. Select the Moments tab

Here, you can view Custom Moments mentioned over time, your top-performing Custom Moments, and an agent leaderboard documenting CM usage.

You can also view Custom Moment usage from your Conversation History.

Head to Conversation History.

1. Select Moment filter
   

   

2. View the Call Summary by selecting the Ai logo beside the desired call
   

   

3. Moments used will appear on the left-side panel

4. Select the CM to see where it appeared in the call, and in what context
   

   

Best practices

There are a few ways to optimize your Custom Moment (CM) trigger phrases to make the cards as effective as possible.

For a CM to be useful, it has to be triggered under the context you’re aiming for — be sure to consider the following key points:

1. Accuracy

2. Variation

3. Inclusiveness

Without the above characteristics, you'll miss important instances where they should have fired, or worse, they'll fire at inappropriate times, in unhelpful contexts.

Remember, you're creating CMs to be used in real conversations, so make sure your trigger phrases sound like normal English. For instance, the following trigger phrases are useful to include in a pricing card:

• pricing discussion

• price discussion

• pricing discussions

• price discussions

But you’ll want to leave out a phrase like:

• prices discussion

Be sure to read our Best Practice guide for more useful tips and tricks.

Frequently asked questions

How are Custom Moments different from Real-Time Assist (RTA) cards?

Custom Moments are meant to be used for reporting and alerting admins — they do not trigger agents while on a call. If you want little “helper” cards to pop up during calls for your team, use RTA cards!

Can I use numbers for a trigger phrase?

Yes, but any alphanumeric phrases (e.g. R45) need to be added to the company dictionary before you are able to include it as a trigger phrase.  

It is possible to add a trigger phrase that consists entirely of a number, but keep in mind that this trigger phrase will fire any time that number is mentioned — which may have much wider coverage than you intend (e.g.$250).

• For English moments, you can write number-related trigger phrases with the numbers as digits, or spelled out, and they will be triggered regardless of their format in the transcript.

• For Spanish moments, numbers must be entirely spelled-out, not written as digits.