Turn conversational analytics on for the contact — Learn it in 5 minutes

About five minutes of reading

A new instance already has the feature. A contact still needs the flow block.

New instances have conversational analytics enabled. Older instances, or instances where it was turned off, need Analytics tools, Enable conversational analytics, and Save in the console. The contact then needs a Set recording and analytics behavior block. New flows use Set recording, analytics and processing behavior. The enable page says the steps match.

Voice needs call recording On for the agent and the customer, then Enable speech analytics. You choose post-call or real-time, and a language. Chat analytics returns both real-time and post-chat results. Email uses the newer block, placed before the email is routed, and can add a contact summary.

• A transfer creates another contact ID. Add the block again. A queue-to-queue transfer copies the configuration.
• With several analytics blocks, real-time uses the first. Post-call agent analytics uses the last.
• From October 2026, automated-interaction analytics moves toward real-time and uses the first block. The page says Customer Basic instances stay on post-contact analytics using the last block.
• Sentiment starts on when the language supports it. Redaction can miss sensitive data. The page says it is not a HIPAA de-identification.

Number on this page: Parties 2. More than agent and customer can degrade the transcript