Are conversations recorded if we purchase the Conversation Intelligence service?
Yes, the calls are recorded, and if Conversation Intelligence is activated, you can also listen to the recordings.
Do I also have to buy licenses for call recording?
No, Conversation Intelligence and Call recording are separate features with different licenses that are not dependent on each other.
How do the regulations regarding recording calls work?
In Sweden, the law requires that at least one party to the conversation knows that it is being recorded. There is no requirement for a welcome message, but it can be a good idea to inform about the recording, as conversations are often more pleasant when both parties are aware of it.
What happens when the conversation pot runs out?
When 90% of the pot is used, alerts can be sent. If the pot runs out, transcription for new calls will stop, but recordings will continue. When the pot is refilled or upgraded, transcription can be manually activated for previous calls.
Which package should you choose?
Existing customers receive package suggestions based on the call volume of the last three months. For new customers, the package should be selected based on the expected call volume.
Does Conversation Intelligence work in multiple languages?
Yes, Conversation Intelligence works in multiple languages, including Swedish, Danish, Norwegian, Finnish, English, German, and Italian.
Can administrators search everyone's transcriptions?
Search capabilities vary depending on whether it is a Response Group call or an individual extension. Administrators cannot search individual user calls. For example, in Response Groups, a Supervisor can search all calls, while agents can only search their own.
Can Conversation Intelligence be used in real time during an ongoing conversation?
No, Conversation Intelligence does not transcribe live. The transcript and summary are typically displayed within 5-10 seconds after the call ends.
Can you set a time when Conversation Intelligence is active on Response Groups?
No, recordings cannot be scheduled but can be started automatically or manually when needed.
Can you set a time when Conversation Intelligence is active on Users?
Yes, it can be controlled by the user's Activity status and workday settings.
Is there a time limit for conversations with Conversation Intelligence?
There is no upper time limit. Long calls are transcribed, but calls shorter than 3 seconds without speech are not transcribed and do not affect the monthly quota.
Do calls that go to voicemail count against the Conversation Intelligence pool?
No, such calls do not count towards the Conversation Intelligence pool. There is a free voicemail transcription feature.
What does it cost per Conversation Intelligence call if you go over your limit?
You cannot exceed your conversation pool. When the pool runs out, Conversation Intelligence is disabled, and the system warns you before this happens to provide an opportunity to upgrade.
Can I choose which calls to be transcribed?
All recorded calls are automatically transcribed, as long as the monthly allowance lasts.
Can conversations with people outside the switchboard be transcribed with Conversation Intelligence?
Yes, Conversation Intelligence works on all conversations that go through lynes, even with external parties.
Does Conversation Intelligence work in video conferencing?
No, Conversation Intelligence does not currently work with video conferencing.
Can I pause recording and Conversation Intelligence during a call?
Yes, the recording can be paused to exclude sensitive parts of the call from the transcription, for example when sharing personal or payment information. The recording can be resumed and the entire call will then be treated as a recording.