Conversation Insights

Lavanya R

19 Mar, 2025 - Updated 6 days ago

Feature Availability

Vtiger Editions: One Professional | One Enterprise | One AI

Introduction

Conversation Insights provides a comprehensive analysis of a Deal record, offering valuable insights to the sales team. By clicking on Conversation Insights within a Deal, users can access details about Sentiments, Competitors, Deal Score, Predicted Close Date, Conversation Timeline, and Touchpoint Summary.

These insights help the sales team track different phases of a Deal, understand customer sentiment, and make data-driven decisions to close Deals more efficiently.

The sentiment analysis service can gauge customer satisfaction from interactions and visually represent emotions using emojis (Positive, Neutral, or Negative).

Benefits of Conversation Insights

Here are the benefits of Conversation Insights:

Data-driven decision-making - Gain actionable insights from customer conversations to identify trends, preferences, and opportunities.
Improved Customer Engagement - Leverage sentiment analysis and engagement metrics to enhance customer interactions.
Enhanced Customer Understanding - Analyze interactions across multiple channels (emails, calls, chats, etc.) to develop a deeper understanding of customer needs.

In this article, you will learn:

Accessing Conversational Insights

Key Terminology

Field Name	Definition
Sentiment	Display of emotion in the form of emojis during the phase of a Deal.
Deal Score	It is the graphical representation of a Deal score in Deals.
Influencer	A person in an organization who gives Technical knowledge about the product.
Decision Maker	The key person who makes decisions for the organization.
Predicted Close Date	Calculus AI suggests a closure date for the closure of a Deal.

Accessing Conversational Insights

Follow these steps to Access Conversational Insights:

Log in to the CRM.
Click Main Menu.
Go to Sales.
Go to Pipeline Management > Deals. The Deals page opens.
Click on a Deal record. The Summary View of the record opens.
Click on the Conversational Insights in One View. The Conversational Insights of the record opens.
View the following details on the Conversational Insights page:
1. Competitors - Displays the number of competitors mentioned by the customer during interactions.
2. Sentiments - Categorizes interactions as Positive, Neutral, or Negative based on sentiment analysis.
3. Deal Score - Graphically represents the overall score of the Deal.
4. Predicted Close Date - Provides an estimated Deal closure date based on AI analysis.
5. Conversation Timeline - This shows all deal-related interactions in the order in which they happened across various communication channels.
6. Touchpoint Summary - Summarizes customer interactions across multiple channels, highlighting engagement from influencers and decision-makers.
7. Customer Engagements – Displays all customer-initiated conversations across multiple channels when the toggle is enabled, including emails, chats, and other interactions.

Now, we will learn more about the Conversational Timeline and Touchpoint Summary.

Conversational Timeline

The Conversation Timeline organizes all Deal-related interactions, making it easy to track communication history. It categorizes conversations by Channel, Category, and Sentiment for better analysis.

By Channel

Displays monthly conversations across various channels, such as:

Emails
Phone Calls
Email Campaigns
Chats
Documents
Meetings
Web Activity

Clicking on a vertical bar in the graph provides details such as each conversation's channel, subject, and sentiment. Selecting an email subject directs users to the full conversation.

By Category

Displays categorized conversations, including:

Competitor Mentions
Feature Discussions
Playbook References
Value Propositions
Pricing Conversations
Timeframe Discussions
Other Topics

Each category is color-coded for easy visualization. Clicking a vertical bar provides additional details.
By Sentiment

Displays sentiment-based trends in monthly conversations:

Positive
Neutral
Negative

Clicking a vertical bar reveals associated conversations, allowing sales teams to take necessary actions.

Touchpoints Summary

Displays the total number of Emails, Webchat, web activity, Cases, Calendars, Email Campaigns, and Phone calls attended by people classified as influencers and decision makers for a particular Deal.
Influencers, Decision Makers, etc., are roles that can be assigned to the customers based on their contributions to the Deal. Roles are assigned to the Contacts mentioned on a Deal record.
The By Owners section displays the name and count of Emails, Webchat, WebActivity, Cases, Calendar, EmailCampaigns, or PhoneCalls sent out by a specific executive.

Note:

Emails are processed within 5 minutes.
Call processing is also initiated within 5 minutes, but processing it could take double the call time.

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