With Voice Intelligence (or 'Vi'), never scramble to take a note or worry about losing track of your action items after a call.
Voice Intelligence is turned off by default for newly-created user accounts and on for Departments, Call Centers, and Coaching Teams. If you do not see Voice Intelligence as an option in your settings, reach out to your Dialpad Admin as they may have disabled it.
Let's take a look at Voice Intelligence in Dialpad.
Enable Voice Intelligence
Active Call
From an active call, select the Vi button located above the caller's name and number. It will turn on Voice Intelligence to provide a real-time transcript and capture key details.
Personal Settings
From Dialpad.com, navigate to Your Settings > Voice Intelligence.
You'll see two options to enable or disable:
- Auto-Start Vi: Turn this on if you want Voice Intelligence enabled for every call without manually activating it
- Show Real-Time Transcript: Turn this on if you want to see the real-time transcript at the start of every call
Not seeing this? Reach out to your Dialpad Admin to enable Voice Intelligence for the entire Office.
Detect Name for Unknown Caller
Voice Intelligence detects an unknown caller's name if they say it at the start of the call, then pins the name to the real-time transcript throughout the active call.
Keep in mind that this is only for unknown callers. Caller Name (CNAM) from caller ID or a saved contact name will take precedent even if the caller says a different name at the start of the call.
This capability works for both making and receiving calls.
Action Items
From a call review, navigate to Moments > Action Items. You'll see a list of moments pertaining to action items that you or any callers shared during the conversation. No pens or notebooks necessary.
Select an action item, then it will expand to display the excerpt from the transcript.
Snippets
From an active call, select the Snippet button. Voice Intelligence will then capture the last ten seconds and the next ten seconds of conversation from that time.
Snippets appear in a call review alongside other types of moments. Select a snippet, then it will expand to display the excerpt from the transcript.
Call Highlights
Find out if there are any Call Highlights to observe without exiting the Dialpad app.
View the conversation thread after a call, and it will either display a portion of the transcript or Call Highlights including any action items and the purpose of the call.
Select View Call Details or View All Action Items, then the Vi Call Summary launches in a new window.
If Voice Intelligence did not assign an action item and only reveals who triggered it, you're able to assign the action item from the call review. Anyone who is assigned an action item will receive an email and Dialbot alert.
You're also able to edit, delete, and add action items.
Share Call Highlights In-App
Easily share Call Highlights from a conversation thread in the Dialpad app.
From a conversation thread, select the Share icon and enter a name or email address. You can also add a message to include.
Recipients receive an email with a link to the Call Highlights, and sharing with anyone outside your company will result in a public-facing link being created.
Vi Call Summary
From the Dialpad app, identify the call in a conversation thread and select View Call Details. Dialpad will launch the call review in your web browser (shown above). It's also accessible by choosing a call in the Call History menu.
Call reviews display the transcript, moments, comments, and a share link. You can also search a transcript for exact words and phrases said during a call.
Visit this Help Center article to learn more about the Vi Call Summary.
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