Conversation Intelligence
Conversation Intelligence
Conversation Intelligence turns every call into structured, searchable data. Instead of listening to hours of recordings, your team gets AI-generated summaries, action items, and trend analysis automatically.
Requirements
Conversation Intelligence is part of the JustCall AI add-on. Enable it from Settings > Billing > Add-ons. Call recording must be active on the numbers you want analyzed.
Features at a Glance
| Feature | What It Does |
|---|---|
| Auto-Summaries | A concise paragraph summarizing what happened on the call, generated within minutes of hangup. |
| Action Items | Bullet-point list of next steps extracted from the conversation (e.g., "Send pricing proposal by Friday"). |
| Customer Sentiment Trends | Tracks whether customer sentiment is improving or declining across calls over time. |
| Keyword Tracking | Monitors how often specific words or phrases appear across your team's conversations. |
Viewing Call Summaries and Action Items
- Go to Analytics > Conversation Intelligence.
- Click any call in the list to open its detail view.
- The Summary tab shows the AI-generated recap of the conversation.
- The Action Items tab lists extracted next steps, each linked to the relevant timestamp in the recording.
Agents also see summaries directly on the call detail page and in CRM activity logs if a CRM integration is connected.
Sentiment Trends
The Sentiment Trends chart plots average customer sentiment (Positive, Neutral, Negative) over time.
- Rising trend — Your team's interactions are improving. Correlate with recent training or process changes.
- Declining trend — Investigate whether a product issue, policy change, or staffing shortage is driving frustration.
- Filter by agent — Compare individual sentiment trends to identify agents who consistently generate positive interactions.
Keyword Tracking
Set up keywords to monitor how often they appear in conversations:
- Go to Settings > AI > Keywords.
- Click Add Keyword and enter the word or phrase (e.g., "competitor name", "cancel", "pricing").
- JustCall tracks mentions across all future calls and surfaces them on the Conversation Intelligence dashboard.
- Click any keyword to see a list of calls where it was mentioned, with timestamps for each occurrence.
Use keyword tracking to monitor competitive mentions, track how often customers ask about specific features, or flag compliance-sensitive language.
Exporting Conversation Data
- On the Conversation Intelligence dashboard, apply your filters.
- Click Export and choose CSV or Excel.
- The export includes call metadata, the full summary text, action items, sentiment score, and keyword matches.
Integrating with Your Workflow
- CRM sync — Summaries and action items push to your CRM automatically, saving agents from manual note-taking.
- Slack alerts — Set up a notification to post summaries of calls with Negative sentiment to a Slack channel for immediate manager review.
- Weekly digests — Schedule a weekly report of top keywords and sentiment trends to keep leadership informed.