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AI conversation & client analytics
Two AI-written reports sit next to every chat: AI conversation analytics judges one conversation (how the client behaved, how the manager performed, what to do next), and AI client analytics builds a portrait of the whole client across every channel. Both are generated by a language model from your data, cached, and recomputed on rules described below.
In the app
- Open a chat on Active chats and use the toolbar toggle Show transcript / Hide transcript / AI analytics, or the client card tabs AI <agent> / AI conversation analytics / AI client analytics.
- Settings: avatar → Settings → AI conversation analytics settings (/profile/aiConversationAnalytics) and AI client analytics settings (/profile/aiClientAnalytics).
Who can see and change it
| Action | Who |
|---|---|
| Read a report | Anyone with the Analytics access permission (Admin, Sales Lead, Manager and Analyst by default — see Team & access) |
| Open the settings pages | Same permission |
| Save the settings | Admins only — deliberately not delegable, because Analytics access is granted to managers by default |
Reports are not billed — they draw nothing from the message balance and do not appear on the Analytics dashboard.
The conversation report
Panel title AI conversation analytics, two tabs: AI analytics and KPI. Export downloads the current report; Recalculate report forces a rebuild ("AI will re-analyze the data and update this report. It may take a few seconds.").
AI analytics tab
The blocks you switched on under Output blocks:
| Block | Contents |
|---|---|
| General conclusion | Short summary plus Conversation tags (from your tag vocabulary, e.g. AI sales, Price, Objection, Payment, Prepayment) |
| Client evaluation | Lead status (Hot / Warm / Cold …), Lead quality, Target fit, Worth the time, Sales potential, Loss risk, Recommended action (Process urgently, Needs follow-up, Monitor) |
| Manager evaluation | Strengths, Mistakes, Work level (Novice → Proficient) |
| Red flags | The thresholds you enabled, each with its severity — Critical, Attention, Moderate |
| Lost opportunities, What to do better | Missed openings and concrete improvements |
| Recommended next step, Task for manager, Task for supervisor | Actionable follow-ups |
KPI tab
| KPI | Meaning |
|---|---|
| Call duration, Manager talk time, Client talk time, Talk ratio | From the call recording and metadata (calls only) |
| First response | Time to the manager's first reply |
| Messages | Message count in the conversation |
| Key conversation points | The theses the model extracted |
| Conversation result | Product, Deal amount, Prepayment, Fixation |
| Conversation sentiment | Positive / Neutral / Negative |
| AI recommendations | Free-text advice |
| Criteria scores and Weighted score | One score per Manager evaluation criteria row, combined by the weights you set. "Not assessed" means "This conversation gave the manager no chance to demonstrate these criteria, so it is not scored." |
When a conversation report is (re)computed
Reports are cached per conversation. The cache is used unless one of these makes it stale:
| Trigger | Effect |
|---|---|
| A call ends (Binotel or UniTalk transcript arrives) | The report is rebuilt automatically in the background — this is the "Analytics update: After every conversation" in the settings. Other channels do not auto-trigger |
| The report is older than the last call, or the chat has been silent for 1 hour and the report predates that silence | The next open recomputes it. Any new message resets the one-hour window |
| Recalculate report | Immediate rebuild; also invalidates the client's cached reports |
| Any change to the analytics settings | Every cached report on the account becomes stale (the cache key includes a fingerprint of the configuration) |
If the settings cannot be loaded when a call ends, the automatic build is skipped rather than producing a report on default settings. The automatic build also stores a manager-quality snapshot on the chat, which is what the Quality Control score and the chat list indicator read.
The client report
AI client analytics — "Based on all interactions" — with two sub-tabs:
- Teamwork and progress: Current status (Hot / Warm / Cold lead), Funnel stage, Next, Total tasks (completed / in progress / overdue), Active managers, Deal probability (High ≥ 70, Medium ≥ 40, else Low), then Client status history, Manager work quality (strong communication / stable performance / needs supervision), Client tasks, Key team actions, Problem points, Next steps, and AI-Veronika recommendations. Formulate action plan generates a Client action plan.
- Interactions overview: General client description, Total interactions (+N this week), Average rating, Needs attention, Last activity, an Interaction chronology, Activity by day and hour heat map, Communication channels, Main topics and issues, Insights and recommendations, Tasks and statuses.
Date presets: Last 7 days, Last 30 days, Last 90 days, Custom range.
| Rule | Detail |
|---|---|
| Availability | Only for standard client profiles or chats linked to a unified client — otherwise "Client analytics unavailable" |
| Recompute | No automatic staleness rule. A client report is served from cache until you press Recalculate report, change the analytics settings, or refresh a conversation report for that client. The "Daily at 02:00" label on the settings page describes the intended schedule, not a rebuild you can rely on |
| Timezone | Part of the cache key — switching your timezone forces a rebuild |
| Lead card fields | Deal probability, Manager performance quality and Overall lead score on the lead card and chat list come from the last stored snapshot; a fresh 30-day report only fills gaps |
Report language
Both reports are written in one language, resolved in this order:
- The Response language saved in AI client analytics settings.
- Otherwise the one saved in AI conversation analytics settings (Ukrainian or English).
- Otherwise the most common reply language of your active agents.
- Otherwise Ukrainian.
The Automation block on the client settings page always displays "Response language: Ukrainian" — that label is static and does not reflect the effective language.
Settings
Both settings pages save automatically ("Changes saved automatically") and have Reset all settings. The Test run buttons are placeholders ("will be available in a future release").
AI conversation analytics settings
| Section | What you set |
|---|---|
| Conversation data sources | Transcript, Audio / call recording, Call metadata, Communication channel, Lead card, Previous contact history, Manager messages, Post-conversation notes |
| Analysis context | Analysis type (Call / Chat / Email), Response language, Report format (Short structured / Detailed), Consider client history |
| Manager evaluation criteria | Weights for Need identification, Client qualification, Solution presentation, Objection handling, Next step, Response speed / structure, Tone & script compliance — the total must equal 100% or the page will not save |
| What the system determines | Lead status, Lead quality, Target client / fit, Sales potential, Manager strengths, Manager mistakes, Loss risks, Missed opportunity, Next step |
| Thresholds & red flags | No next step, Need not identified, Budget / timeline not mentioned, Client has negative sentiment, Manager responds too slowly, No relevant offer / demo / test — each with severity Critical / Attention / Moderate |
| AI prompt | Extra instructions, max 2 000 characters |
| Output blocks | Which blocks the report shows |
| Conversation tags | Up to 20 tags; duplicates are rejected (the whole list goes into every prompt) |
AI client analytics settings
| Section | What you set |
|---|---|
| Data sources | Chats, Calls, Leads, CRM tasks, Manager notes, Funnel stages, Client ratings, Social & messengers, Email, Status history |
| Analysis period & client merging | Period (Last 30 / 90 days / All time), Merge by (Phone / Email / Client ID), Deduplication window (15 min – 3 h), all contacts vs completed only |
| What we calculate | Total interactions, Average rating, Last activity, Interaction timeline, Heatmap, Communication channels, Main topics and issues, Tasks and statuses — each with its formula hint |
| Manager performance quality | Response speed, Response completeness, Issue closure, Has next step, Active managers count, Client status change, Tasks done / overdue |
| AI prompt, Output blocks | As above |
Use cases
- Coach a new manager — open their handed-over chats, read Manager evaluation and Criteria scores, and set the criteria weights to match what you coach on.
- Prioritise a morning — sort by Lead status = Hot and Recommended action = Process urgently across yesterday's conversations.
- Call floor QA — every Binotel/UniTalk call gets a report automatically; the manager-quality snapshot feeds the Quality Control table without anyone opening a chat.
Test it
- On AI conversation analytics settings, set weights that sum to 100% and save — the page confirms "Settings saved"; try 90% and confirm the validation message.
- Open a chat that has a few messages and switch the toolbar to AI analytics — the report builds in a few seconds and shows Updated ….
- Write one more message in that chat and reopen the report immediately: it is served from cache. Wait an hour (or press Recalculate report) and confirm the timestamp changes.
- Change one output block in the settings and reopen any report — it rebuilds, because the settings fingerprint changed.
See also
- Analytics & Quality Control — the Quality score that these reports feed.
- Chats & client analytics — the client card where the reports live.
- Team & access — the Analytics access permission.
- Balance & billing — why reports are free.