Conversation Intelligence FAQ

• Yes, calls are recorded, and if Conversation Intelligence is activated, you can also listen to the recordings.

• No, Conversation Intelligence and Call Recording are separate features with different licenses that are not dependent on each other.

• In Sweden, the law requires that at least one party in the conversation is aware that it is being recorded. There is no requirement for a welcome message, but it is advisable to inform both parties, as conversations tend to be more pleasant when everyone is aware of the recording.

• When 90% of the quota is used, warnings can be sent. If the quota is exhausted, transcription for new calls stops, but recordings continue. Once the quota is refilled or upgraded, transcription can be manually activated for previous calls.

• Existing customers receive plan recommendations based on their call volume from the last three months. New customers should select a plan based on expected call volume.

• Yes, Conversation Intelligence works in multiple languages, including Swedish, Danish, Norwegian, Finnish, English, German, and Italian.

• Search capabilities vary depending on whether the calls are from answer groups or individual extensions. Administrators cannot search across individual users' calls. In answer groups, for example, a Supervisor can search all calls, while agents can only search their own.

• No, Conversation Intelligence does not transcribe live. Transcriptions and summaries are typically available within 5–10 seconds after the call ends.

• No, recordings cannot be scheduled, but they can be started automatically or manually as needed.

• Yes, it can be controlled by the user’s activity status and workday settings.

• There is no upper time limit. Long calls are transcribed, but calls shorter than 3 seconds without speech are not transcribed and do not count toward the monthly quota.

• No, such calls do not count against the Conversation Intelligence quota. There is a free transcription feature for voicemails.

• You cannot exceed your call quota. Once the quota is used up, Conversation Intelligence is deactivated, and the system warns you before this happens, allowing for an upgrade.

• All recorded calls are transcribed automatically as long as the monthly quota is sufficient.

• Yes, Conversation Intelligence works on all calls that go through lynes, including with external parties.

• No, Conversation Intelligence currently does not work with video conferences.

• Yes, the recording can be paused to exclude sensitive parts of the conversation from transcription, such as when sharing personal or payment information. The recording can be resumed, and the entire call is treated as a single recording.