Conversation Intelligence captures recordings of your sales meetings to provide your team with further insights into what happens during your calls.
Meetings are currently captured through the SalesLoft Dialer or your meeting platform via the Conversation Intelligence bot.
In this article, you will learn the how Conversation Intelligence is captured, including:
- The SalesLoft Dialer
- Conversation Intelligence Platform Integrations
- The Conversation Intelligence Bot
- Conversation Intelligence Meeting Capture Rules
- Visual Confirmation in Google Calendar
- Calendar Responses and Bot Behavior
If you run into any technical problems with Conversation Intelligence, check out our Conversation Intelligence Troubleshooting article.
Calls through the SalesLoft Dialer will be transcribed and added to the Conversation Intelligence recordings.
Calls must be 120 seconds or more in order to be picked up by the Conversation Intelligence record.
Call recordings will adhere to the same settings applied within your team's recording governance restrictions. If recording is disabled, Conversation Intelligence will not work. Meanwhile, one-sided recordings will be picked up by Conversation Intelligence.
Things to Note:
- In order for Conversation Intelligence to record Dialer calls, each user's Calendar must be connected.
- We currently cannot support Dialer calls that are over 2 hours long due to the large file sizes.
The bot can join meetings through the following integrations:
- Webex Enterprise
- Things to Note: Conversation Intelligence supports Zoom’s Waiting Rooms.
Things to Note: The bot will not join meeting platforms that have CAPTCHA enabled.
Think of the bot like your Conversation Intelligence buddy that joins your meetings to record and transcribe everything for you. Team admins have the ability to edit the bot name to whatever you would prefer being added to your calls (i.e. naming it after a person or something clever). Admins and users can set times for when they would like to bot to join a meeting and start recording.
There are two ways that the bot can join meetings:
- Manually adding the bot from the Add Bot To Meeting button on the Conversation Intelligence page.
- The bot will automatically join meetings that are scheduled on your calendar.
Things to Note:
- The bot can join password protected meetings for Zoom and Webex platforms.
- The bot will not join meetings to public/generic email domains (like @yahoo or @gmail) unless a team admin enables Public Domain Provider Recognition.
- Meetings must be 60 seconds or more in order to be picked up by the Conversation Intelligence record.
- We currently cannot support web conferencing meetings that are over 2 hours long due to the large file sizes.
Conversation Intelligence Meeting Capture Rules
A captured meeting is one that has been recorded and then brought into Conversation Intelligence. Once a meeting is captured, all of Conversation Intelligence's functionality is at your finger tips! So the capture piece is kind of a big deal.
Meetings can be captured through one of the following methods:
- Uploading a recording into Conversation Intelligence.
- Schedule meetings in advanced for automatic meeting capture.
To capture a meeting automatically, certain rules need to be followed when you schedule your meetings. These rules act like your Conversation Intelligence guard rails to make sure you are only capturing the meetings you need or want.
Here are the rules you need to follow so your meetings will be captured by Conversation Intelligence:
- Your calendar must be connected to SalesLoft: This lets Conversation Intelligence know when a meeting is scheduled.
- Schedule in advance: The calendar invite must have been sent and include the meeting platform link at least 20 minutes or more prior to the scheduled start time.
- Your meeting invite list includes an external domain: Conversation Intelligence will not join internal meetings. So if all of the email addresses on your invite list have your same domain (the end of your email address i.e. @salesloft.com), that meeting will not be automatically captured.
- None of the domains are on your team's Do Not Record list: If your team admin has added any domain to the Do Not Record list, Conversation Intelligence will not capture the meeting based on the setting's rule.
- Public domain recognition is enabled: By default, public domains, like Gmail or Yahoo, are not captured by CI. However, if a team admin enabled the Public Domain Recognition setting, Conversation Intelligence will capture meetings invited to those email addresses.
- Things to Note: If a public domain is included in your internal domain list or in your team's Do Not Record list, Conversation Intelligence will not capture the meeting per those governance rules.
- Meeting link must be listed in the meeting invite: Your meeting URL (i.e. https://zoom.us/j/5555555555) is like the access code that triggers CI into action. For visibility, the meeting link must be included in one of the following spots in your meeting invite:
- The location field
- Within the meeting description field
- Google Calendar's Add Video Conferencing link exclusively for Zoom
Visual Confirmation in Google Calendar
Once Conversation Intelligence has been enabled, you may wonder, "How do I know this meeting will be recorded?"
To verify that a meeting is being recorded, you may use the following features:
- Google Calendar users can check for the SalesLoft Conversations notice in your Google Calendar invite.
- Set up Conversation Intelligence notifications in your settings.
Things to Note: The visual confirmation feature is only for Google Calendar. It does not include Microsoft O365 or Microsoft EWS calendars.
To view the visual confirmation, open the "quick view" of a Google Calendar invite. The confirmation with show the SalesLoft logo along with the message, "Will be captured by SalesLoft Conversations.B
When a meeting link is added to the invite via the blue Add video conferencing dropdown button, the confirmation will appear below the meeting ID and phone number, if applicable.
When a meeting link is added to the invite in a way that displays the link in the location field and/or description field, the confirmation will appear above the location field.
Calendar Responses and Bot Behavior
As mentioned above, the Conversation Intelligence bot is designed to join meetings on your calendar. However, the bot's behavior may adjust* based on your calendar responses. In other words, the way you RSVP to a meeting invite tells the bot what it should be doing.
Things to Note:
- Bot calendar response-driven behavior is currently only applicable to users using a Google calendar.
- * The bot's behavior is dependent upon how the Conversation Intelligence team settings are configured under Bot Behavior.
- If the Default Join Behavior of Bot will only record meetings when a Conversation Intelligence-enabled team member is the organizer of the calendar event is enabled, it will override the CI user's response to calendar events organized by someone outside that user's company.
The bot's behavior is based on the Conversation Intelligence user's repsonse to the meeting invite. Use the chart below to learn how the bot will behave based on your meeting responses:
|Meeting Response||Bot Behavior Description|
|Accepts||The bot will join/not join the meeting based on how their SalesLoft team's Default Join Behavior has been configured.|
|Declines||The bot will not join the meeting.|
|Maybe or Tentative||The bot will join/not join the meeting based on how their SalesLoft team's Default Join Behavior has been configured.|
|Does not respond||The bot will join/not join the meeting based on how their SalesLoft team's Default Join Behavior has been configured.|