Conversation intelligence and post-call actions
Sentiment, summaries, natural speech and the follow-ups that fire after a call ends. Six switches, what each costs you, and which are worth leaving on.
6 min readUpdated 26 August 2026
This panel holds the knowledge base selector and a group called Call Intelligence, described as analytics and speech enhancements applied to every call. Six switches, and they do quite different jobs.
The six switches
| Switch | What the page says it does |
|---|---|
| Sentiment Analysis | Analyse sentiment of conversations during calls |
| Call Summary | Automatically generate summaries for your calls |
| Post-call SMS | Text the caller a message after the call ends. Requires a connected Twilio account |
| Post-call email | Email the caller after the call ends. Uses the caller's captured email address |
| Listening Prompts | Add simple feedback words (uh-huh, sure) to simulate active listening |
| Natural Speech Mode | Converts raw text, dates, numbers and symbols into natural spoken phrases for a more human-like voice |
The two that make analytics work
Sentiment Analysis and Call Summary are what turn a pile of recordings into something you can look at. The sentiment distribution on the Analytics page comes from the first. The summary on each call comes from the second.
Without them you still have transcripts, which means finding out how last week went requires reading every call. Leave both on unless you have a reason not to.
Natural Speech Mode is doing more than it sounds like
The description undersells it. Converting raw text, dates, numbers and symbols into natural spoken phrases is the difference between an agent that says a phone number as a string of digits and one that says it the way a person would.
It is the same for dates, currency amounts and anything with punctuation in it. If your agent reads back appointment times or reference numbers, this is one of the highest value switches on the page.
Listening prompts
Adding uh-huh and sure while the caller talks makes a call feel less like dictation into a void. It is a small thing that human listeners do constantly and its absence is felt without being noticed.
It suits calls where the caller talks at length, such as intake or complaints. On a fast transactional call it can read as interruption.
The two post-call actions have prerequisites
These are the ones that quietly do nothing if something else is missing, so both prerequisites are worth checking before you conclude the feature is broken.
- Post-call SMS requires a connected Twilio account, which is connected on the Integrations page rather than here.
- Post-call email uses the caller's captured email address, which means data capture has to be collecting an email field and the caller has to have given one.
- Post-call email also needs a message to send, and there is currently nowhere in the dashboard to write one.
Careful
Turning the Post-call email switch on is not enough today. The message body is stored on the agent but the dashboard has no field for it, and with no body the send is skipped every time. Treat the switch as not yet finished rather than broken, and get in touch if you need it now.
What the post-call email would contain
Worth knowing for when the message field arrives, and worth knowing now if you are asking for it to be set up for you.
The message is a template with placeholders that are filled in from the call, in the same double-brace style used elsewhere.
| Placeholder | Filled with |
|---|---|
| {{customer_name}} | The caller's captured name. {{full_name}} and {{name}} do the same thing |
| {{agent_name}} | The name of the agent that took the call |
| {{summary}} | The call summary, the same one the call log shows |
| {{phone_number}} | The caller's number |
A missing name does not leave a gap. It becomes there, so an opening of Hi {{customer_name}}, reads as Hi there, rather than a blank.
The subject line is a template too. Left empty, the email goes out titled Following up on your call. Your organisation's email signature is added underneath the message.
What these cost
Sentiment and summaries are work done after the call, so they add to what a call costs. Not much per call, and it multiplies by volume like everything else.
The per-call cost breakdown in the call log is where this shows up if you want to see it rather than assume it.
Common questions
- Why is my post-call email not sending?
- Two reasons, and today the second one catches everybody. It needs the caller's captured email address, so data capture has to be collecting an email and the caller has to have given one. It also needs a message body, and the dashboard has no field for writing one yet, so with the switch on and no body the send is skipped.
- Where do I write the post-call email itself?
- Nowhere in the dashboard at the moment. The agent can store a subject and a message, but no screen exposes them yet. Get in touch if you need it configured before that lands.
- Is the Email Templates page in the sidebar the same thing?
- No. Post-call email is set per agent and is the one that actually sends. The two are not connected.
- Why is post-call SMS not working?
- It requires a connected Twilio account, connected on the Integrations page under Twilio (SMS).
- Should I turn off sentiment analysis to save money?
- It is what populates the sentiment view in Analytics. Turning it off saves a little per call and removes the fastest way to notice that something has changed.
- Why does my agent read phone numbers strangely?
- Check Natural Speech Mode. It is what converts raw numbers and symbols into the way a person would say them.
- What are listening prompts?
- Short feedback words like uh-huh while the caller is speaking, so the call does not feel like talking into silence.
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