Voice Intelligence: spend less time after calls, and more time on the next one (via Labs)

27th of October, 2026

Voice Intelligence: spend less time after calls, and more time on the next one

Every call ends with homework. Write the notes. Update the contact. Log how it went. Most of the time it doesn't get done, so details get lost, follow-ups slip, and nobody knows how the call really went.

Voice Intelligence does that homework for you, right after each recorded call.

• Stop writing call notes: Open any call and see what the contact wanted, what was agreed and what happens next.

• Pick up where anyone left off: When a teammate calls the contact next, they read the summary first. No one asks the customer to repeat themselves.

• Keep your contacts up to date: Names and emails mentioned on the call are ready to save. Check them and click save.

• Log every call the same way: The call outcome is already picked from your own list. You just confirm it.
• Coach without listening to hours of calls: Each call gets a score out of 10 and a tip on what to do better. See who needs help and with what.

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You stay in charge. Nothing changes on a contact until you approve it.

Admins set it up once, and every call follows it:

• Summary: choose the sections your team wants to read, like next steps or objections, and their order.

• QA scorecard: score calls on what matters to you. Add, edit or remove categories to match your call script.

• Field suggestions: pick which contact fields to fill in, including your own custom fields.

• Call outcomes: suggestions come only from your own disposition list.

• Language: get results in the language your team works in.

• Turn off anything you don't need. You can change settings anytime, and they apply to calls from then on.

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How to use

To start, turn on Voice Intelligence in Labs.

Then in Settings > Phone System > Voice > Call Recording & Transcription > Voice Intelligence, turn on Voice intelligence.

Call recording must be on.

It works on calls with Secure Automation numbers and skips voicemails and very short calls. No extra charge beyond your usual call transcription.

It's in Labs, so tell us what you think with the thumbs on each result.

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What's coming next

• Never forget a follow-up: When you promise to call back or send something, a follow-up task is ready for you. Check it and save.
• Keep your pipeline moving: After a call, see which stage each of the contact's opportunities should move to. One click to update.
• Spot unhappy customers fast: Each call shows how the contact felt by the end. Find upset customers without listening to calls.
• See if your reps listen: See how much the rep talked and how much the contact talked on each call.
• See how your team is doing over time: Track QA scores by rep and by team, and find the calls that need a look.
• Scores you can trust: Every score comes with proof from the call. Reps also see what they did well, not only what to fix.
• Put your results to work: Use summaries and scores in your workflows, and send them to your other tools.
• Set up every sub-account at once: Agencies can copy Voice Intelligence settings to sub-accounts with snapshots.
• Take it with you: See call summaries and scores in the mobile app.
• Copy a transcript in one click: Paste the whole call into a note, an email or another tool.