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“Calls connected” says a call happened. Insights says what it came to, and what to do next.

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Switch it on

Call insights are off until you switch them on, for each agent: Agents → the agent → Voice → Call insights. After each answered phone or WhatsApp call, the call is read once and noted (Playground, share-link and website calls are not read, so your own tests are never counted or charged):
  • How it ended — converted, interested, call back, promise to pay, not interested, no decision, wrong person, do not call. Converted means the customer agreed to what the call was for: bought, booked, paid, signed up.
  • The objections — in the customer’s own words (“The EMI is too high”, “Call me after salary day”), each with its kind: price, timing, trust, not a fit, no need, not their decision, uses someone else.
  • Why a no was a no — price, timing, trust, not a fit, already has one.
  • What is broken on your side — a payment link that does not open, a double charge, an app login that fails.
  • The next step — a callback, a promised payment, details to send, a visit, or a lead ready for sales, with the day (and time) agreed.
It is one model call per answered call, charged to your balance. Missed calls and calls where the customer never spoke are not read and cost nothing.

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The Insights page

Insights in the sidebar, for the last 7, 30 or 90 days, for every agent or one:
  • Answered calls read, Converted (and its share), and how many are to follow up.
  • How calls ended, Why the no’s were no’s, the objections by kind and the ones said most often, and what is broken on the customer’s side, with examples.
  • The follow-up list — every next step not yet done, the oldest due first, overdue ones in red. Open goes to the conversation; Done takes it off the list for everybody. Each contact shows once, with the step their latest call settled: a later call replaces an earlier step.
Download CSV on the Insights page saves the range and agent you are looking at, one row a call: when it was read, the contact, the agent, how it ended, why not, the objections and issues, the next step and its day, and whether the step is open, done or replaced by a later call.

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On each call

Open a call in Usage and its first tab shows the summary and the insight: how it ended, why not, the objections, problems on the customer’s side, and the next step. Through the API and webhooks, insights comes on call.analysed, Get Call and Get Call Analysis: outcome, noReason, objections and issues (each { text, kind }), and nextStep (kind, at, note, status, followedUpAt). status is open while the step is on the follow-up list, done once someone marked it Done, and replaced when a later call with the same contact settled a newer step. insights is null when the agent’s Call insights is off, or for a call that was not read. Only what the customer actually said is noted: nothing is guessed, and a date the call did not settle is left empty. When a call’s content is deleted, its insights go with it.