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Overview

The Extract Info feature allows you to gather critical information from customer calls and interactions. Whether it’s capturing customer preferences, contact details, or other situational data, the success of this feature relies on how you configure and manage the extracted fields.

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How to Configure an Extract Info Action

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1. Access the Actions Menu

  • Go to the Actions tab and click Add Action.

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2. Select Extract Info

  • Choose Extract Info from the list of actions.

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3. Name Your Action

  • Provide a meaningful name in the Action Name field (e.g., “Customer Details”).

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4. Specify What to Extract

  • In the Info Type field:
    • Enter the type of information (e.g., “Name”).
    • Select the data type:
      • Text (e.g., names, addresses)
      • Number (e.g., phone numbers, amounts)
      • Yes/No (e.g., binary responses)
      • Multiple Choice (e.g., predefined options)

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5. Extracting Multiple Information

  • Use Extract More to add additional fields.

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6. Save Your Action

  • Click Add Action to finalize your setup.

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Accessing Extracted Information

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1. From Call Logs

  • Navigate to the Activity section of a call log to view extracted data.

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2. Via Webhook

  • Extracted data is automatically available in webhook events.

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Summary of Best Practices

  • Text Fields: Add “If no details, put ‘No Answer.’”
  • Number Fields: Add “If no details, put ‘0.’”
  • Yes/No Fields: Add “If no details, put ‘No.’”
  • Multiple Choice Fields: Include a “No Answer” option.