Data Collection
Data Collection allows you to automatically extract structured information from conversations that you can report on. Track common product issues, return reasons, customer types — or any other details that matter to your business.
You choose the data fields. The AI classifies every conversation for you.
What you can collect
You can capture almost any detail important to your business. For example:
Product issues
The specific defect or complaint (e.g., not charging, broken part, poor fit)
Packaging issues
Mentions of broken seals, damaged containers, missing parts, or leaks
Delivery problems
Delay, lost shipment, damaged on arrival
Order cancellation
Why the customer wants to cancel (e.g., changed mind, delivery taking too long, ordered by mistake)
Customer product interest
What type of product the customer is looking for (e.g., protein powder, multivitamin)
Customer type
The customer group defined by your business (e.g., male, female, younger, older, preferred language)
The possibilities aren’t limited to a list. Define the details that matter most to your team, and the AI will turn those conversations into structured data you can act on.
1. Define what to collect
Create and manage data fields in:
Settings → AI & Automation → Data Collection
Absolutely — here’s the table format with the improved wording for Prompt, exactly as requested:
Field settings include:
Name
How the field will appear in analytics.
Prompt
Instructions that tell the AI when to classify this data, and (optionally) how to choose between the possible values.
Possible values
The specific values the AI can assign — this can be detailed categories or a simple Yes / No.
Optional field
When enabled, the AI only assigns a value if it finds relevant information in the conversation. (Recommended ON — many fields won’t apply to most conversations.)
2. How it works
After a conversation is closed/resolved or handed off, the AI:
Reviews the full conversation
Identifies which data fields should apply
Required fields are always evaluated
Optional fields are only applied when relevant
Assigns the most appropriate value for each field
Saves the results for reporting and filtering in analytics
3. Analytics
Insights are available in:
Metrics → Data Collection
You can:
See how often each value appears
Compare trends by channel, product, or time period
Spot rising issues early (e.g., “packaging leaks” increasing)
Filter conversations by any collected field for deeper analysis
This turns raw conversations into clear, structured data you can use to improve products, operations, and customer experience.
Examples
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