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Every call produces a transcript. Analysis turns that transcript into something you can act on: a written summary, and optionally a set of structured fields you define yourself. Analysis settings are on the agent’s Analysis tab. All fields are optional — leave them empty and the agent uses sensible defaults.

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Turning it on

Enable Analysis is the master switch. When it is off, the agent produces no summary and no extracted data.
Analysis is off by default on a new agent. If your call logs show no summary, this is the first thing to check.

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The summary

Every analysed call gets a short written summary, generated from the transcript after the call ends. Custom Summary Prompt replaces the default instruction — by default the agent produces a two to three sentence summary of the conversation. Use a custom prompt when you need something specific: a particular angle, a required level of detail, or a format your team expects. The prompt is up to 5,000 characters.
If your team reads summaries all day, write the prompt as an instruction to a colleague: “Summarise for a support lead — lead with the customer’s problem, then what was agreed, then any follow-up owed.”

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Structured extraction

This is how you get specific data out of a call rather than prose. It takes two settings working together.
1

Write the extraction prompt

Structured Analysis Prompt tells the agent what to look for. For example: “From this conversation, extract the caller’s name, the property address they asked about, whether they booked a viewing, and any budget they mentioned.”
2

Build the schema

Structured Analysis Schema defines the shape of the result using the visual builder. This is the list of fields you want back, and their types.
3

Enable analysis and test

With Enable Analysis on, run a test call, then open the call log and check the extracted data matches what you expect.
Both fields allow up to 5,000 characters.
The schema needs a prompt. If you provide a schema but no extraction prompt, the agent has nothing telling it how to fill the fields. The editor warns you when this happens.

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Where the extracted data goes

Anything extracted is stored against the call and available from:
  • The call log, alongside the transcript and summary
  • Webhooks, in the payload sent when the call completes
  • Post-call emails, if you have them configured
  • Functions that run after the call, which receive the analysis as context

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What people extract

Extraction is generic — you define the fields, so it fits whatever you already track.

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Analysis works for chat too

These settings apply to chat sessions as well as voice calls. A widget or WhatsApp conversation produces the same summary and extracted fields, and they appear in the same call log.

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Frequently asked questions

Check that Enable Analysis is on. Analysis is off by default for a new agent.
No. With analysis on and no custom prompt, the agent writes a default two to three sentence summary. Custom prompts are for when the default is not the shape you need.
The summary is written prose for a person to read. Structured analysis is a set of named fields for a system to consume — the same call, two different outputs.
Yes, and it is a different mechanism: use conversation state updates to capture values while the call is happening, or a workflow node’s variables. Structured analysis runs after the call ends.
Prompts allow up to 5,000 characters and the schema is yours to design. Very large schemas take longer and produce more chances for a field to come back empty, so start with the fields you will actually use.
No. Analysis runs after the conversation ends, so it does not affect the call itself or add latency.