Read a conversation

The page of a conversation gathers everything ScanBiz understood from a call, an email or a meeting: the summary, the alerts, the contact and the full exchange.

Open a conversation

1. In the Calls, Emails or Meetings menu (if your account has it), click a row of the list.
2. You can also click a conversation on the Dashboard, or the link in an alert email.

Read the page, from top to bottom

1. The header: the contact's name and company, the direction of the exchange (Inbound call, Email received…) and the date.
2. The summary: under Summary, the gist of the exchange in a few lines, then the Detected topics.
3. The alerts: under Triggered alerts, each alert says Why the AI raised it, or failing that what it looks for.
4. The contact: the Contact card gives the name, company, email and phone (clickable to reply or call back) and the Agent who took the call. It sits on the right on a computer, at the top on a phone.
5. The exchange: under Conversation, the recording and its transcript for a call, the message or the full thread for an email.

Listen to a call

1. Click play in the player, at the top of the Conversation block. You can change the speed or download the recording there.
2. Click a chip under the player: playback jumps to the key moment where the AI spotted an alert or a tracked point.
3. Click a sentence of the transcript to resume listening from there. The current sentence is highlighted.
4. Talk-time breakdown shows the share of each speaker and of Silence.

Act from the conversation

• Mark as handled, next to an alert, takes it out of the alerts to handle. Reopen undoes it. These buttons only appear if your account follows up the handling of alerts (Settings, Follow up the handling of alerts).
• The Alert settings icon opens the alert's setting: see Set up an alert.
• Follow this case, at the top of the page, appears if you use the Case Tracker agent.

If something is wrong

1. Click the Report an error icon (a small triangle) next to Summary, Conversation or an alert.
2. Pick the reason: Wrong transcription, Speakers swapped, Wrong or incomplete summary, Alert raised for nothing, Alert that should have been raised or Something else.
3. Add details if needed (required for Something else), then click Send.
4. A report number is shown, and the conversation then carries the Reported label.

Good to know

• A Voicemail detected, No speech or Unusable transcript banner means the exchange was not analysed: no summary, no alert. These conversations are hidden from the lists; choose Shown in the Not analysed filter to see them.
• A call that arrived without its recording has no transcript and no analysis. Check that recording is turned on for the extension: see Connect your 3CX.
• A meeting shows its Participants and its Minutes. On a meeting with no outside participant, the page says "Alerts not applied: internal meeting."