Zia Call Intelligence
- Call sentiment
- Call intent
- Call emotion
- Call summary
- In your CRM account, go to Setup (
) and then click Communication under the Zia options.
- Navigate to the Call Intelligence tab.
- Toggle the Call Intelligence button.
- On the pop-up, click Yes, Create.
- CRM admins can disable the Call Intelligence tab, after which the following features will no longer function for any records. They can also choose to toggle each feature on and off.
Call sentiment
- Positive call sentiment: Calls that have a happy tone are categorized as positive.
- Negative call sentiment: If the tone of the call shows unhappiness, it's categorized as negative.
- Neutral call sentiment: Calls that have characteristics of both positive and negative sentiments are categorized as neutral.
Call intent
Call emotion
Call summary
Viewing call intelligence
- Go to the record detail page.
- Scroll down to the Closed activities section.
- Click on the three dots (...), and click View Intelligence.
- Users can create workflow rules from call intelligence data.
- Call intelligence uses five custom fields to show the data in the call activity module.
- When the call intelligence custom field is deleted, the data stored for those fields is also erased.
- When an admin disables call intelligence, the data process only stops, whereas the fields remain populated with previously processed data. For new records, the call intelligence field data will be empty.
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