What is 800 Intelligence™?

800 Intelligence™ adds an AI-powered layer to your 800.com calls—analyzing conversations to deliver clear summaries, call scores, next steps, and instant answers to key questions. With Intelligence, your team always knows what was said and what to do next.

• Works with both inbound and outbound calls (requires Call Recording + Transcription enabled).

• Offers a flexible setup with custom fields and scoring tailored to your sales or service process.

• Results appear directly in your Contact and Call records—and sync to your CRM when configured.

• Availability: Available as an add-on to all current 800.com plans (requires Recording + Transcription).

What’s Included?

• Call Summaries – Concise overviews highlighting context, key points, objections, commitments, and sentiment.

• Call Scoring – Objective evaluations against rubrics tailored to your sales or service process.

• AI Next Steps – Suggested follow-up actions such as scheduling demos, sending quotes, or requesting documents.

• Ask AI – Get instant answers to plain-language questions about a call or customer—no need to replay recordings.

• Custom Fields – Create your own custom fields and add your own AI prompts to analyze data from a call. In addition, to creating your own custom fields, there several system fields with default prompts already set up that can be modified.

• Conversation Insights – Surface trends and coaching opportunities, from professionalism to product knowledge.

• Timeline – A running history of calls, insights, and AI events for each contact in one place.

• Call Transcripts – Complete, searchable transcripts tied to every call for easy review.

Using 800 Intelligence™

Getting Started 

Enabling is different if you are enabling an account that is part of an Organization or an account that is not part of an Organization. 

For Organizations:

1. Activate 800 Intelligence — Go to Global Settings > Integrations or Billing and Plans > Add-Ons to enable 800 Intelligence. Call Recording and Transcription will be automatically enabled.

   *Note: If an account is part of an Organization, an Account Admin cannot enable from Settings because they are not able to see settings.

   **Important: Enabling 800 Intelligence™ via Settings will automatically turn on call recording and call transcription.

2. Customize – Configure custom fields and tailor call scoring rubrics (e.g., BANT, MEDDIC). If you mention scoring rubrics like BANT or MEDDIC.

3. Set Visibility – Control which summaries, scores, AI recommendations, and custom fields appear.

For Accounts Not Part of an Organization:

1. Enable – Activate 800 Intelligence™ in Billing and Plans > Add-Ons.

   **Important: Enabling 800 Intelligence™ via Settings will automatically turn on call recording and call transcription.

2. Customize – Configure custom fields and tailor scoring rubrics (e.g., BANT, MEDDIC).

3. Set Visibility – Control which summaries, scores, fields, and AI recommendations appear.

Activating 800 Intelligence™

800 Intelligence™ can be activated at the Organization or Account level. Entry points include:

• Log In

• If the account is a part of an Organization: Billing & Plans > Add-On(s).

• If the account is not part of an Organization: Account > Billing & Plans > Add-On(s).

• Timeline: The ability to enable can be found at the Call Summary or Visual Voice sections.

• Dashboard: Click the Column Selection > Custom Fields.

• Integrations Library: 

  • For Organizations: Organizations > Global Settings > Integrations

  • For Accounts not apart of an Organization: Settings > Integrations.

• Custom Fields toggle

• Number Management

• Call Flow

During & After Calls 

• Automatic Summaries & Transcripts – Summaries and transcripts are generated only for calls where a transcript is available, not every call.

• Call Scores & Sentiment – Highlights strengths and opportunities.

• Next Steps – AI suggests follow-up actions ready for review.

• Custom Fields – AI fields are user-editable system fields, enabling customization of AI behavior and outputs based on your organization’s needs.

• Ask AI - Ask questions directly within the call timeline about the call or customer—this feature lives on the timeline of the specific call.

Coaching & Management

• Use scores and insights to coach teams on professionalism, product knowledge, and process adherence.

• Analyze calls by score, missing fields, or summaries to prioritize leads and follow-ups.

Ask AI Examples (on call timeline only)

Type questions directly in the Ask AI box:

• “What did we promise the customer on the last two calls?”

• “Did they mention budget or timeline yet?”

• “What’s the next best action to keep this moving?”

• “Summarize this customer’s last 5 calls with action items.”

Pricing

800 Intelligence™ features are billed on a per-minute basis depending on your subscription plan. Pricing is aligned with your plan type and usage. Learn more.

Deactivating 800 Intelligence™

Can be done at the Organization, Account, Number, or Call Flow level.

• Organization Level: Billing & Plans > Add-On(s).

• Account Level: Account > Billing & Plans > Add-On(s).

• From Call Flow: Settings > Call Flow

• Number Management > Manage

Deactivation stops new results but preserves existing AI data. You can revert or retain Recording/Transcription settings.

Need Help?

If you need help or have any further questions, please contact our Support Team. We’re here to assist you.