Skip to main content

Conversation Intelligence

Let AI minimize repetitive tasks and provide valuable customer insights with intelligent transcription and post-call automations

V
Written by Valeriia Volobrinskaia

Here's an overview of our Conversation Intelligence features and how they can be configured to improve your workflows.

User level: Admin

Conversation Intelligence comes in two plans. CI Basic is €9 per user per month and covers transcripts, summaries and Smart Notes, auto-tagging, topics, sentiment, talk/listen ratio and call scoring. CI Plus is €19 per user per month and adds custom summary templates, custom topics, scoring template auto-assignment by group, and AI email follow-ups. Both are free for 30 days on a trial. See Conversation Intelligence plans: CI Basic and CI Plus.

⚠️ Important: Automatic Billing After Trial

Nothing is charged during the 30-day trial. When the trial ends, your account is enrolled on the plan in place at that point (CI Basic at €9 or CI Plus at €19 per user per month) unless you cancel beforehand, as shown on the activation screen. The trial end date is shown in the banner at the top of your CloudTalk dashboard.

What is Conversation Intelligence?

Conversation Intelligence refers to our AI-assisted features. By having Conversation Intelligence enabled for your account, you can have access to intelligent assistance features, such as automatic call summary, as well as next-level analytics reports and tools like call sentiment analysis.

Feature List

New features are consistently being developed for use in our Conversation Intelligence suite. Here are our current offerings:

CI Plus only

Plans apply to calls handled by human agents. Calls handled by an AI Voice Agent get the full set, including the CI Plus capabilities, as part of AI Voice Agents.

The model we use for creating call transcripts for Conversation Intelligence is different from the model used for our workflow automations, meaning that different language limitations apply.

Setup

Prerequisites

  • Conversation Intelligence is part of your current CloudTalk plan.

  • Call recording is enabled for desired numbers

To start a free 30-day trial, click Start your free trial on the dashboard banner, or on the No plan yet card under Settings > Conversation Intelligence. How the trial works on each plan is covered in Conversation Intelligence plans: CI Basic and CI Plus.

Enable Conversation Intelligence Features

  1. From the dashboard, navigate to Settings > Conversation Intelligence.

  2. At the top of the page, under Users with CI enabled, search and select all users whose calls should be processed. Users must be added here before their calls can be analyzed by AI.

The top of the page also shows your current plan badge (No CI, Basic or Plus) and holds Your Conversation Intelligence plan, Language, Tell the AI about your business and Cancel AI Conversation Intelligence. Each feature (Sentiment Analysis, Notes & Tagging, AI Summaries, Topic Extraction, Call Scoring) has its own section further down the page.

Subprocessors and Data Processing

By using Conversation Intelligence features, which leverage GPT functionalities, you consent to the handling of call data by third-party processors (subprocessors). As an admin, you have options for controlling the way your data is handled.

Call data of any user not selected within the Users with CI Enabled setting of Conversation Intelligence will not be processed by AI tools. Conversation Intelligence can be disabled at any time to stop the processing of all data by third parties. Recordings can also be disabled for specific numbers.

Output Language

By default, Conversation Intelligence delivers its output in English. You can change this so summaries, smart notes, and data synced to your CRM are delivered in the language of your choice, or in the language each call was held in.

  1. From the dashboard, navigate to Settings > Conversation Intelligence.

  2. Find the Language setting and choose one of the following:

    • Auto detect (match call language): output is generated in the language each call was held in. This is the default for new Conversation Intelligence customers.

    • A specific language (English, German, Danish, Polish, Portuguese, Swedish, or Spanish): all output is delivered in that language. If a call is held in a different language, the output is translated into your chosen language. English is the default for existing customers, preserving previous behavior.

  3. Save your settings.

The output language setting applies to AI call summaries, smart notes, and Conversation Intelligence data exported to your CRM (such as Pipedrive, HubSpot, or Zoho).

Note: The output language setting never affects call transcripts. Transcripts always display the call's spoken language, with an on-demand Translate to English option. Learn more in Call Transcripts.

Tell the AI about your business

On the same page you can give the AI context about your company, which it uses to tailor its output to your calls:

  • Company overview: a brief description of your company, including its mission and key focus areas.

  • Industry type: select the industry that best describes your business.

  • Products and services sold: the main products and services your company offers, each with a short description.

  • Industry-specific or company-specific terms and abbreviations: key terms, acronyms, or jargon, each with its meaning.

  • How do you use CloudTalk?: Sales, Support, HR, Other.

Save changes when you are done.

Upgrade to CI Plus or switch back

Under Your Conversation Intelligence plan at the top of the settings page:

  • If you pay for CI Basic, the card shows CI Plus · €19 / user / month, instead of €9 with the button Upgrade to CI Plus. Upgrading enrols you in the paid CI Plus subscription straight away; there is no free month.

  • If you are on a CI Basic trial, the card shows CI Plus · Free for the rest of your trial, then €19 / user / month with the button Add CI Plus to your trial. You get CI Plus free for the remaining trial days and can switch it off again at any time during the trial.

  • On CI Plus, the card shows CI Plus at €19 / user / month and the button to switch back to CI Basic.

How to remove Conversation Intelligence from your account

If you no longer want Conversation Intelligence on your account, you can disable it from your dashboard settings:

  1. Go to Settings > Conversation Intelligence.

  2. Click Cancel AI Conversation Intelligence.

Calls stop being processed. Your summary templates, scoring templates and custom topics are kept.

On a paid plan, support cancels this for you. You can cancel Conversation Intelligence yourself only during the free trial. Once it has converted to a paid plan, the Cancel button opens a window that directs you to CloudTalk Support, who complete the cancellation. Conversation Intelligence stays active, including billing, until Support deactivates it. Removing users from Users with CI enabled stops data processing but does not stop billing.

Exporting Conversation Intelligence

AI Data Export

With the export of conversation intelligence data to our major integrations, you can easily attach relevant call information to tickets or deal pipelines without having to leave your working platform of choice.

Supported Integrations

Data Types

In addition to other exported data, call exports from conversation intelligence users will include:

Your company must have conversation intelligence enabled to use these features, and call recording must be enabled in order for data to be populated.

Formatting

Salesforce

Exported data in Salesforce has custom fields for better organization. Calls log as activities in Salesforce, and exported tasks and/or cases are associated with these calls. All conversation intelligence fields in Salesforce are marked with AI in the name.

Some data fields in cases are different from those shown in tasks, but all AI related fields are shown in both export types.

Other Integrations

For other integrations, exported call data is grouped together for agents and managers to use for gathering additional context about a call that took place. Conversation intelligence data will be separated under the AI Conversation Intelligence Details heading, so agents can easily distinguish it from user-added notes and other data.

Zendesk

Need more flexibility? CloudTalk's API lets you export CI data in a way that works best for you. Explore our API documentation to find the right endpoints for your setup.

FAQs

  • How do I request a refund for unexpected Conversation Intelligence charges?

    If you were charged for Conversation Intelligence and believe the charge was not authorized, you can request a refund by contacting CloudTalk Support through our Support portal.

    When submitting your request, please include:

    • Your company name and the email address associated with your CloudTalk account

    • The invoice number(s) for the disputed charge(s) — find these under Dashboard > Account > Billing > Invoices

    • A brief explanation of why you believe the charge was not authorized (for example: you did not activate a trial, or you were not aware the trial would auto-renew)

    • Confirmation that you have not actively used Conversation Intelligence features

    Our team will review whether the add-on was used and, if the charge was applied in error, process a refund accordingly.

Need help or have a question? Just reach out through our Support portal — we're here for you.

Related Articles
Did this answer your question?