Conversation Intelligence
Per-contact relationship summary extracted from email threads + meeting transcripts. Gets you sentiment, sentiment trend, competitor mentions, objections (raised/addressed/unresolved), buying signals, key topics, stakeholders mentioned, and an engagement metrics panel — without re-reading 6 months of correspondence.
Steps
- Open any contact detail page. The "Conversation Intelligence" card sits in the right sidebar between AI Score and Details.
- New contacts show an empty-state with an "Analyze Conversations" button. Click it to run the analysis on demand (one standard-tier model call — moderate per-contact cost; the most expensive feature in the AI suite per run).
- After analysis: relationship score (0-100), sentiment + trend arrow, 2-3 sentence summary, engagement metrics grid, expandable sections for buying signals, objections, competitors, stakeholders, and key dates.
- The weekly worker (Sunday 10pm UTC) auto-runs analysis on every contact with messages in the last 30 days, capped at 5 orgs per run. Re-runs are skipped for contacts analyzed in the last 7 days.
- Analytics page > Conversation Intelligence section: org-wide Competitor Landscape + Common Objections panels aggregated from all analyses. Sales leadership gold.
- Manual full-org refresh available via POST /ai/conversation-intel/analyze-all (admin-only).
Good to know
- Meeting transcripts are integrated automatically — pre-extracted competitors / objections / buying signals from each Meeting record are merged with the email-derived analysis. Each entry tags its source ("email" or "meeting:<id>") so you can trace it back.
- Aggregated reports (Competitor Landscape, Common Objections) compute on demand from existing rows — no extra AI cost to view them, only to populate them.
- Sentiment trend ("improving" / "stable" / "declining") compares the last ~30 days of messages to earlier in the thread. Useful for catching cooling deals before the deal-health dot turns amber.
Example: A CRO walks into Monday's sales meeting and pulls up Analytics > Conversation Intelligence. "Competitor Landscape" shows Salesforce mentioned in 28 contacts — twice as many as last quarter, mostly negative sentiment ("too expensive", "implementation pain"). She makes the team's ICP pitch lead with cost and time-to-value for the next two months. Pipeline up 22% by mid-quarter — she didn't have to read a single email thread to spot the trend.
Troubleshooting
"No messages or meetings to analyze for this contact"
Contact has no Message rows in the org's DB. If you import contacts but never send/receive through the integrated email/SMS, there's nothing to analyze.
Fix: Either connect an email account (Settings > Communications > Connected Accounts) so messages flow in, or accept that this feature only works on contacts you've actually corresponded with.
Analysis is empty (0 competitors, 0 objections, etc.)
The contact's correspondence is short (<5 messages) or generic (status updates, no sales content). The model refuses to invent extractions when the source material is thin.
Fix: Wait for more conversation history. Or accept that some contacts genuinely have nothing to extract.
Org-wide Competitor Landscape stays empty
No contacts have been analyzed yet. The widget hides itself entirely when there's no data.
Fix: Run analysis on at least a handful of high-touch contacts manually (Analyze Conversations button) and the panels will populate. The weekly worker will fill in the rest over time.
Plans
Included in every plan. Most expensive feature per run — uses the CRMown AI standard tier. Weekly cap of 5 orgs per run keeps per-tenant cost predictable regardless of underlying provider. Toggleable per-org under Settings > AI Usage > AI Features (key: conversation_intel) — disabling it stops the weekly worker entirely.
Related
- Meeting Intelligence (in-meeting transcript extraction whose results feed this card)
- Deal Win Probability (sentiment trend feeds the engagement-momentum signal)
- Email Insights (per-contact send-time + reply likelihood, complementary)