Tradesly · Guide
AI Insights: what the AI thinks happened
Review a completed call quickly, then open the conversation when your judgment is needed.
Ten calls can come in while you are driving, meeting a customer, or working away from the office. AI Insights gives you a quick review of a completed call on its ticket. Use it to decide whether the result looks routine or whether you should inspect the conversation, recording, and customer record more closely.
Treat an insight as a review aid, not as a replacement for the call record or your own judgment. A short summary can help you find the right conversation, but only the conversation shows exactly what the customer and your team said.
1 Start with the customer outcome
Read the visible conclusion and ask a practical question: does this match the next action your business should take? A booked job, a requested callback, an unresolved question, and a customer who asked not to be contacted all require different follow-up.
If anything is surprising, incomplete, or important to a customer promise, open the supporting conversation before acting. Check names, dates, prices, addresses, and appointment details against the customer record rather than relying on a short summary.
2 Where and when it appears
Insights live with a completed call on its ticket. During a live call, use the live conversation tools instead; there is not yet a finished result to review. See Watching and listening to a live call when you need to follow what is happening now.
3 Decide when to inspect the call
Open the conversation when the result affects money, safety, a customer promise, or a follow-up your team must complete. It is also worth checking when the wording feels uncertain, the customer changed direction, or the ticket does not match what you know about the job.
For routine calls, the visible result may be enough to place the ticket in your work queue. For sensitive or disputed calls, use the transcript or recording and leave a note that explains what your team decided.
4 The steps
Open the ticket for the call you're checking.
The call sits in the Conversation panel in the middle column.
Open AI Insights after the call ends.
Read the visible result and compare it with the customer outcome your business expected.
Inspect important details.
Use Download Transcript or Download Recording when you need the exact exchange rather than a quick review.
Record your team's decision.
Use Set disposition and Add note to this call so the next person can see what should happen next.
Follow through in the ticket.
Confirm that the customer, booking, and follow-up information match what your team intends to honor.
5 The AI's read, not the last word
AI Insights can help you review faster, but your team remains responsible for the customer outcome. If your read differs, set the appropriate disposition, add a concise note, and correct any booking or follow-up before someone relies on it.
Do not copy a full transcript or recording into an ordinary support email. Use the ticket identifier when asking for help, and share customer information only through an approved support channel. Wrapping up: dispositions, notes and follow-ups covers how to leave the record ready for the next person.