Intelligence Settings helps you configure how conversation insights are classified and shown in reports.You can use it to define:Once enabled and saved, these settings are used in the intelligence reports for your agent.
How to Open Intelligence Settings#
1.
Log in to the Agents portal
2.
Click on the agent you want to configure
3.
Go to Intelligence Settings
Step 1: Enable Intelligence Settings#
At the top of the page, turn on Active.This will enable intelligence settings for the selected agent.For a newly added agent, Intelligence Settings will be active by default automatically.
Step 2: Add Business Context#
In the Business context field, enter details about your business, products, services, and use cases.This helps the system understand your business better and improve how conversations are analyzed.You can include details such as:what your business offers
the main use cases of the agent
key products, services, or workflows
Step 3: Add Primary Intents#
In the Primary Intent section, add the main topics or goals users usually come for.add new intents using Add intent
remove an intent using the delete icon
In the Sentiment Labels section, define the labels used to classify conversation sentiment.These labels are used in sentiment analysis reports.
In the Resolution Status Labels section, define the labels used to identify whether a conversation was resolved.These labels are used in the resolution rate report.
Step 6: Add Session Categories#
In the Category section, add the categories you want to use for grouping sessions.add a new category using Add category
remove a category using the delete icon
In the Severity Labels section, define how issue severity should be classified.These labels help classify the seriousness of conversations or issues.
Step 8: Save Changes#
After updating the settings, click on Save changes.Your intelligence configuration will then be applied to future analysis and reports.
Conversational Intelligence Report#
Once Intelligence Settings are enabled and conversation data is available, reports will start appearing in the dashboard.These reports help you understand what users are asking, where they are dropping, and what improvements may be needed.
What You Can See in the Report#
Total Sessions#
Shows the total number of sessions available for analysis.AI Analyzed Sessions#
Shows how many sessions have already been analyzed.Sentiments#
Shows the overall sentiment trend of conversations based on the configured sentiment labels.Resolution Rate#
Shows how many sessions were resolved versus not resolved.Users Primary Intents#
Shows the main topics users are coming for, based on the configured primary intents.Why Users Are Dropping#
Shows drop-off reasons where users leave before getting the expected outcome.Session Categories#
Shows how sessions are grouped, such as lead interest or knowledge gap.Topics Users Are Asking About#
Shows the main recurring topics and subtopics from conversations.Knowledge Gaps#
Shows sessions where the AI could not answer properly.This section also provides an AI Suggestion and an Add Knowledge action so you can improve the agent.Recent Session Insights#
Shows recent sessions with:AI Improvement Suggestion
Knowledge Gaps Section#
The Knowledge Gaps report helps you identify sessions where the AI was unable to answer properly.For each session, you can usually see:Using Add Knowledge, you can improve your AI by adding the missing information directly.
Report Processing Rules#
Please note the following report rules:Conversational Intelligence reports are not shown instantly
Reports are shown based on conversations completed on the next day
For every 1 conversation completed on the next day, 10 chat sessions from the previous day can be shown in the report
A maximum of 100 chat sessions can be shown in the report
Example#
If 1 conversation is completed today, the report can show 10 chat sessions from yesterday
If 4 conversations are completed today, the report can show 40 chat sessions from yesterday
If 10 conversations are completed today, the report can show up to 100 chat sessions from yesterday
Important Note#
To see the Conversational Intelligence report, you need to enable Intelligence Settings first.Without enabling Intelligence Settings, the report will not be shown.
Why This Helps#
Intelligence Settings and reports help you:understand what users are asking for
identify common issues and drop-off reasons
improve your AI agent continuously
Done#
Your Intelligence Settings are now ready.Once enough sessions are available, the intelligence reports will begin showing insights based on the labels and settings you configured. Modified at 2026-05-11 09:03:55
