Every call summary leads with a short list of highlights at the top. These are the details you care about most, pulled from each call so you can skim what happened in seconds. You choose what shows up.
A bakery might highlight the cookie flavor and quantity. A law firm might highlight the practice area and whether the caller is a new client. Set your highlights once and every future summary leads with them.
Highlights are pulled fresh from each call, so they can change every time. For details that stay the same for a caller, like their email or address, use contact fields instead.
1. Open a call and click Customize
Go to Calls in the left sidebar and open any call. Next to Call highlights, click Customize.
2. Add a highlight or get suggestions
You have two options:
Add highlight lets you create one yourself.
Suggest highlights looks at your receptionist's training and suggests details worth pinning to the top of your summaries.
3. Review the suggestions
Click Suggest highlights to see a list. Click any suggestion to view more detail about what it captures. If you like it, add it. You can always edit it after you add it.
4. Edit a highlight
Open a highlight to give it a friendly name and a description. The name is the label that shows on your summaries. The description tells your receptionist what to pull from the call and how to format it.
The more specific the description, the more consistent the result. You can spell out the exact format you want. For example: State the date they want to pick up the order in MM/DD/YY.
5. Reorder your highlights
Drag highlights into the order you want. That's the order they appear in your summaries, so put the most important ones first.
Highlights in your text notifications
Your receptionist also uses your highlights to decide what to include in text notifications. There's less room in a text, so it won't always fit them all. Adding and ordering your highlights tells the receptionist what matters most to you.
Things to know
Adding or reordering highlights only changes calls going forward. Past calls are not reprocessed, so their summaries stay as they were.
Adding a highlight tells your receptionist what to extract if it comes up on a call. It does not tell the receptionist to ask for it. If you want the receptionist to ask a specific question, add that instruction to your Training.
You can also manage highlights in Settings > Custom fields. Open the Call fields toggle to see the same list. Highlights and call fields are the same thing, shown in two places.
To save details that stay the same for a caller across calls, add a contact field. See How to use custom fields.
All highlights pass through to Zapier, so you can send them to your CRM, a spreadsheet, or anywhere else.