Transcript or summary
Optionally create text from an eligible recording or summarize it, with the source and context remaining important to review.
Conversation Intelligence
Define the question before analyzing the conversation.
Heritage can configure eligible recording workflows to create transcripts, summaries, defined observations, review queues, and discovery-driven custom analytics. The customer’s recording policy, destinations, provider choice, privacy needs, testing, and human-review rules shape the design.
Configuration-specific: Availability of a workflow does not establish recording permission, accuracy, security, retention, compliance, or suitability for a consequential decision.
Synthetic demonstration · not customer data or a product screen
Defined questionDid the caller request a follow-up?
Possible outputReview suggested
Example only. A person verifies the eligible recording and context before action.
Start narrow
Choose an output that supports a defined review.
These are available workflow categories, not a guarantee about a particular recording, question, or result.
Business-specific observations
Check an approved question—such as whether a defined event may have occurred—rather than claiming open-ended understanding.
Custom scoring
Evaluate a defined scorecard only after its questions, evidence, testing, exceptions, and responsible reviewers are established.
Always-on custom analysis
Eligible recordings may enter a configured analysis workflow automatically under the customer’s approved policy instead of being submitted one at a time.
Approval-gated workflow
Keep recording, processing, delivery, and action separate.
- 01
Eligible recording
Confirm which calls may be recorded and processed, including notice, consent, authorized access, and applicable policy requirements.
- 02
Defined processing
Specify transcription, summarization, extraction, scoring, or other discovery-driven analysis for a precise business question.
- 03
Configured delivery
Choose approved email, webhook, and/or storage outputs only after destination, access, privacy, security, and retention review.
- 04
Human-reviewed action
Assign accountable people to check consequential outputs against the recording and context before deciding what happens next.
Optional cloud workflow layer
Move or process eligible recordings after PBX recording.
Heritage’s cloud Call Recording Handler is separate from PBX recording itself and from Desktop Lite. The cloud CRH can copy eligible recordings, optionally create text or analysis, and deliver approved outputs through configured channels.
Compare the Heritage Call Recording Handler optionsAmazon S3-compatible storage, Backblaze B2, or SFTP may receive a copy when the customer-designated destination is compatible. Destination ownership, credentials, lifecycle rules, capacity, deletion, and failure handling determine the result; retention is not automatically permanent.
Approved outputs may use email and/or a webhook. Email is not assumed suitable for every recording, transcript, summary, or sensitive workflow.
Advanced analytics can be evaluated for customers with specific call requirements. Exact inputs, questions, outputs, review rules, and acceptable error handling are defined during discovery and testing.
Client-decided configuration
Provider and privacy choices are discussed during discovery.
Provider and privacy configuration are client-decided during discovery. The default access model is Public API models, and OpenAI direct is the default provider. Available alternatives include Novita.AI and AWS Bedrock.
Privacy options are available as needed based on client requirements. That statement does not identify or promise a particular privacy architecture or control.
Review AI data-use boundariesCommercial structure
Explain the billing unit without inventing an amount.
Transcription and analysis use a per processed minute billing unit. Custom scoring uses a base plus processed-minute structure. Always-on custom analysis can combine recurring and usage charges, and exact inclusions, rates, minimums, and workflow scope require approval.
This page publishes no amount, range, tier, storage allowance, retention period, processing time, or service-level commitment.
Human-review boundary
No output is automatically correct.
- Transcripts, summaries, classifications, scores, and alerts may be incomplete or wrong.
- Representative testing must address expected errors, false positives, false negatives, exceptions, and the evidence available to reviewers.
- People remain responsible for consequential employment, customer, safety, financial, medical, or legal decisions.
- Recording and downstream processing require customer-approved policy and appropriate legal guidance.
After human review
Route an approved output without treating it as an automatic decision.
Delivery and action are separate configuration decisions. A transcript, summary, observation, or score does not by itself authorize a report, record update, notification, or other downstream action.
An approved email, webhook, or storage output may support a defined review or reporting process. Exact fields, format, access, timing, retention, delivery failures, and reviewer responsibility must be established for that workflow.
Review reporting and recording layersA configured webhook may feed an integration only after the target system, usable API documentation, customer-authorized access, accepted fields, error handling, and permitted action are evaluated. No target system or automatic action is assumed.
Review integration boundariesCommon questions
Keep the answer tied to the configured workflow.
Does Conversation Intelligence record calls?
No. PBX recording is a separate prerequisite. Eligibility, notice, consent, access, policy, and retention requirements must be defined before downstream processing.
Can it analyze every call automatically?
An always-on custom workflow may process eligible recordings according to an approved configuration. “Every call” is not assumed: eligibility, source behavior, policy, delivery, failures, and exceptions must be defined.
Can Heritage copy recordings to our storage?
The separate cloud Call Recording Handler can copy eligible recordings to customer-designated Amazon S3-compatible storage, Backblaze B2, or SFTP when the destination is compatible. Destination and operating responsibilities must be defined first.
Are transcripts, summaries, scores, or analytics always correct?
No. They may be incomplete or wrong. The workflow must define testing, evidence, human review, and acceptable use.
How long is source or derived data retained?
No default period is stated here. Source service settings, customer-designated destinations, lifecycle rules, derived outputs, deletion, and responsibilities require configuration-specific review.