The Conversation Insights node reads the conversation with AI and tells you what it found: a short summary, how the customer feels, and which of your workspace's issue tags describe what they need. How the customer feels comes as a mood on a five-point scale, the emotion that stands out most (frustrated, angry, confused, anxious, satisfied or grateful), and any risks: a complaint, fraud, an outage, a legal threat, or a sign they may leave. Use it to branch on mood, to put the summary in a message or an API call, or simply to keep a record on the conversation.
{{user_message}})Issue tags come only from the tags your workspace allows the AI to apply. With none of those, the node finds no issues.
If the AI is unavailable, for example because your workspace has used its AI allowance, the flow carries on through the default output and nothing is saved. When you try the flow in the tester, the outputs are filled in but nothing is saved to the conversation.
The results are stored under the node's ID, which you can change in its properties (for example to insights):
Summary: {{conversation_insights.summary}}
Mood: {{conversation_insights.mood}}
Emotion: {{conversation_insights.emotion}}
Risks: {{conversation_insights.risks}}
Issues: {{conversation_insights.issues}}
Produce
checkbox_group
Required
What to work out. Tick at least one. Mood also reads the emotion and risks, and decides which handle the flow takes.
Tick any of these:
Read from
select
Required
What the AI reads.
Pick one of these:
Custom text
handlebars
The text to read when Read from is Custom text. Each value you insert, such as {{user_message}}, is read as one line.
Supports Handlebars syntax:
{{variable_name}}
Save to the conversation
toggle
When on, the summary becomes a note, the mood, emotion and risks show on the conversation and the issue tags are put on it. When off, the results are only available to the rest of the flow.
saveToConversation
toggle
Save to the conversation
When on, the summary becomes a note, the mood, emotion and risks show on the conversation and the issue tags are put on it. When off, the results are only available to the rest of the flow.
true
This node stores its output in a variable that can be referenced in subsequent nodes using the {{variable}} syntax.
{{variable}}.summary
string
A short summary of the conversation (when Summary is ticked)
{{variable}}.mood
string
very_negative, negative, neutral, positive or very_positive (when Mood is ticked)
{{variable}}.emotion
string
frustrated, angry, confused, anxious, satisfied or grateful, empty when none stands out (when Mood is ticked)
{{variable}}.risks
array
Any of complaint, fraud, outage, legal and churn (when Mood is ticked)
{{variable}}.issues
array
Names of the issue tags that apply (when Issue is ticked)
{{variable}}.saved
boolean
Whether the results were saved to the conversation
{{variable}}.error
string
Error message (only present when the conversation could not be read)
very_positive
positive
neutral
negative
very_negative