Voice Intelligence Moment Spotlight: Action Items

 

Business conversations are full of tasks that get discussed and assigned. Voice Intelligence (or 'Vi') replaces your notepad during calls and meetings, creating action items for tasks shared. Action items help you focus on the conversation itself and then obtaining a detailed list of tasks after.

In the Calls List on Dialpad, you'll discover action items alongside other moments. You might also notice that some of the action items created are reformulated to be easier to read and understand. 

Types of Action Items Detected

Contact

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

Send information

  • Examples: 
    • “I will email you the document”
    • “You can send him the notes”

Set up meeting

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

How to Use Action Items

As long as Vi is enabled, action items from the categories mentioned above will automatically be detected in your meetings.

After your calls

Use action items as a checklist to help you keep track of tasks you committed to, as well as know when you can expect something from someone else.

Share action items

Send action items to meeting participants by sharing the call summary URL via email or an SMS.

Sales coaching

Ensure that your reps are being proactive about setting the next steps by filtering for calls with action items in the Call History menu or using a Coaching Team.

Tracking customer engagement

Use analytics to filter for calls on which the customer set an action item, indicating a higher level of engagement and interest.

How Action Items Work

In order for an action item to be captured, it needs to contain a few required components. 

Task owner: The person who will be responsible for the action/task. The task owner must be either “I”, “we”, or “you” and is required in every action item. 

  • Example: “We will give you a call later”

Action: The specific action or task which needs to occur. This is required for every action item.

  • Example: “We will send you the invoice”

Recipient: The person/people who will be receiving the action. The recipient must be either “you”, “us”, “them”, “him”, or “her”. It is optional and might not be included in every action item. 

  • Example: “I will schedule a meeting with them on Friday”

Timing: The time at which the action will take place. This is optional and might not be included in every action item. 

  • Example: “I will shoot you an email tomorrow

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