Summary templates

The four built-in sections

Each one can be switched off if it is not useful to you, and they can be reordered so the thing you read first appears first.

• Overview — the narrative summary of the call.
• Key takeaways — the points worth remembering.
• Action items — commitments made, which also feed the Tasks tab.
• Topics — what came up, for scanning.

Adding your own fields

This is the part that does the work. A custom section is a header and a description, and the description is an instruction: it tells the model what to go and find in the call.

Be specific. "Budget" gets you less than "Any figure the customer mentioned for budget, along with whether it was firm or a rough guess."

You can add up to twelve custom sections to a template. If a call simply does not contain what a section asks for, that section comes back empty rather than invented.

Preview before you commit

Preview on recent call runs the template you are editing against a real call from your own history and shows you what comes back. Use it. A description that reads clearly to you can still be too vague for a useful answer, and this is the fastest way to find that out before it applies to everything.

Templates and the default

You can keep several templates and give each one a name. One of them is the default, and that is the one applied to calls as they come in. Making another template the default demotes the previous one automatically, so there is never more than one in effect.

Why this matters for analytics

What you extract is what you can later count. Fields you define here are captured on every call from then on, which turns something you would otherwise have to read for into something you can look at across hundreds of calls. See Analytics.