Collect conversation results
The Conversation Results tab defines what information your agent captures from conversations automatically. The agent recognizes this data as it appears in the conversation — it won't ask for it directly unless you instruct it to in the Instructions tab. Use conversation results to qualify leads, route follow-ups, and analyze sessions.
Turn on Standard Information fields
Toggle on the predefined fields you want to collect:
| Field | What the agent captures |
|---|---|
| Name | The customer's name. |
| The customer's email address. | |
| Phone | The customer's contact phone number. |
| Topic | The main subject of the conversation — for example, "product return" or "pricing inquiry". |
| User Needs | What the customer is trying to accomplish — for example, "get a refund" or "fix a login issue". |
| Tone | The overall emotional tone: positive, negative, or neutral. |
Add a custom field
- Click Add something else.
- In the What Should the Agent Find Out? window, fill in:
- What to look for — the field name, for instance "Budget", "Company name", "Preferred date".
- How to recognize it — a description that tells the agent what to capture, for instance "The customer's approximate budget when mentioned in conversation".
- Choose how the value is captured:
- Match to options — the agent captures only values from the list you specify in Options. Use this when you expect a limited set of answers, for example Request type: New application, Support, Complaint.
- Any value — the agent captures whatever the customer provides. Use this for open-ended inputs such as names, locations, or free-text answers.
- Click Add field.
- Click Save on the agent page to apply the changes.
To change a field later, use the edit (pencil) and delete (bin) icons on the field row. Deleting asks for confirmation.
tip
If a value must end up in a report or an integration with exact spelling, prefer Match to options — free-text answers vary ("about 1k", "1000-ish") and are harder to aggregate.
Collected results appear in two places:
- Playground — while you test, the Conversation Results panel under the chat fills in live as the agent recognizes data.
- 360 View — after a session ends, the session's results show all collected field values. See 360 View.
Related pages
- Simple mode overview
- Playground panel — watch results fill in as you test
- 360 View — review collected conversation results per session