Configure conversation insights
Supported customer-conversation channels have a Conversation Insights section. The settings available depend on the channel and workspace plan.
Sentiment analysis
Section titled “Sentiment analysis”Enable sentiment analysis to classify conversation tone and escalation signals for Inbox badges, filters, and reporting. Disabling it stops new channel-level sentiment evaluations; it does not rewrite earlier results.
Goal tracking
Section titled “Goal tracking”Enable Goal tracking and choose the successful outcome, such as confirmed contact details, a form submission, a booked meeting, support resolution, purchase intent, newsletter signup, or a custom outcome.
Describe success clearly. When a form submission is required as proof, select the eligible forms. Goal results appear in Inbox and Analytics after a conversation can be evaluated.
Lead Qualification
Section titled “Lead Qualification”- Enable Lead Qualification.
- Describe the ideal customer in clear, specific language.
- Choose how many conversations can be evaluated for the same contact.
- Optionally enable automatic lead delivery.
- Select the destinations, contact-detail rule, and minimum score.
The contact-detail rule can require a confirmed email or phone, or allow an unconfirmed conversation suggestion in the outgoing lead. Allowing a suggestion does not confirm it on the contact profile.
Contact memory
Section titled “Contact memory”Enable Contact memory to collect durable contact facts from conversations on this channel. For an assistant to use those facts in replies, its Use contact memory in replies setting must also be enabled.
Channel groups can optionally build a combined summary for the same contact across channels in that group. Original channel memories stay separate, and conflicting values are not silently collapsed into one.