What can you do with it!
This features provides the capability to access AI-powered call summary directly from within the CRM, providing valuable summaries without needing to switch between the cloudcall application and the CRM. This feature offers a unique value proposition to users in that it provides valuable insights synched to the CRM for a completed call in almost real time offering actionable insights that can be used to enhance business processes.
Persona: Admin, Supervisor, Agent
Supported CRMs
Bullhorn
Vincere
Salesforce (New!)
Key features
Key prerequisites for Call summarization is that call recording and transcription have to be enabled
AI-powered call summary and insights in CRM
Call Summary - This has to be enabled in the Workspace at the Company level and at the User level
Auto-generated call summary - Auto-generation of call summary is OFF by Default. Must be enabled at both the Company level and the User-level. This is an option to automatically generate call summary for every call and associate it with the corresponding call activity in the CRM.
On-Demand - If Auto generated call summary is not enabled, on-demand call summary can be triggered and call metadata is pushed along with the call summary into the CRM.
Sync call to CRM - When enabled, the details of the Call summary is provided in the CRM under Notes (bullhorn) or Activities (Vincere). If this is not enable, the call summary details is still available via a deeplink and in the Customer Workspace and Softphone.
Call sumamry insights - In additional to the Call summary details being available in the CRM, users with access to the Workspace can also view the details of the call summary under the call logs.
Key Functions
Controls ( available in the Customer Workspace and in the Softphone.)
Company-level and user-level controls to enable or disable generated call summary for calls and push call summary to CRM.
Company level settings
Auto-generate call summaries - For every call, generate call summary and sync to CRM. This option is OFF by default.
On-demand call summary - When a user requests call summary, generate it and sync it to CRM.
Sync call summary to CRM
Default value is OFF
Value ON - sync call summaries to CRM.
Users will have the option to choose whether summary should be generated for every call or only specific interactions.
Company Setting | User setting |
Call Summary - ON | Default- ON |
Call Summary - OFF | Default - On-demand User setting is turned off and disabled. Can’t change to ON. |
Sync to CRM - ON | Default - ON Can set to OFF |
Sync to CRM - OFF | Default - OFF User setting is turned off and disabled. Can’t change to ON |
CRM sync behavior
CRM Sync | For Every Call | On Demand |
ON | Call summary is pushed to the CRM along with call details | Push “View Call Summary” deep link in the activity record
In both invocations, a. New Activity record is created in the CRM along with call meta data details. OR b. Call summary along with call meta data details is pushed in the same call activity record if requested within the hold period (30 days). When activity is pushed to crm, we keep the crm id of the record against sessionId (callId) in database that was pushed for 30 days If a request is made for a call summary within that 30 days, then it will be added to same call activity that was pushed originally as we know the crm id. But if the call summary request is made after 30 days from the original call was made, then it will create new activity in CRM for call summary as we don't the original crm id.
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OFF | Push “View Call Summary” deep link in the activity record. On Click, User is redirected to the softphone to view the call summary. | Push “View Call Summary” deep link in the activity record
In both invocations, User is redirected to the Softphone to view the call summary. |
Frequently Asked Questions
# | Questions | Answers | Comments |
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1 | What is AI call summary in CRM? | This features provides the capability to access AI-powered call summary directly from within the CRM, providing the user with a valuable summary of a recent call without the need to switch between applications. This feature offers a unique value proposition to users in that it provides users with a succinct and valuable insight about a call, synched to the CRM in almost real time offering actionable intelligence to enhance business processes. |
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2 | Who can use AI call summary in CRM? | Any user with that is subscribed to call recording and transcription and have call summary enabled. |
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3 | What license/Plan does a user need to use call summary in CRM? | Advance Plan |
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4 | What is the difference between AI call summary and AI call summary in CRM | The AI call summary in CRM provides the capability for call summary text or a deeplink to be added directly into a CRM rather than just in the CloudCall workspace or Softphone. |
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5 | Do I need to have call recording and transcription enabled to use call summary in CRM? | Yes |
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6 | Which CRM is currently supported | This is currently supported for Bullhorn, Vincere & Salesforce CRMs |
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7 | How does a User enable call summary in CRM | This feature can be enabled for a particular User by an Admin in the CloudCall Customer Workspace under that specific user’s setting | 
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8 | Is call summary in CRM enabled for all users | This feature is not enabled by Default for all users. Users would need to be enabled individually for Call summary and Sync Call summary to CRM feature in the Workspace by an Admin. |
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9 | Can a user select to have call summary in CRM auto generated for every call? | Absolutely. While Auto-generate is OFF by default, this can be switch ON in the Customer workspace for the User by an Admin. |
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10 | How long after a call ends does the AI call summary appear in the CRM | The expected sync time to see the call summary data in CRM is about 10 mins after the call. |
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11 | Why do I have a deeplink for my call summary in CRM instead of the text of the call summary? | If the Sync to CRM setting is set to OFF, but the call summary is enabled, then a deeplink URL {View Call summary} is added to the Call summary section of the CRM |
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12 | Does the call summary in CRM support redaction? | No. |
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13 | Where in the CRM can a user view the call summary in CRM for a particular call? |
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14 | Where can I view a history of call summaries in CRM? | You can view history of call summaries via the softphone or workspace. You will need to locate the specific call activity that generated the summary |
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15 | How long are the call summary in CRM history stored? | This depends on the User’s plan. Each price plan comes with a data storage plan ranging from 3 months to 12 months. |
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16 | Can I still retrieve call summary in CRM history if my storage plan expires | No |
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