🟡 Beta: Intelligence Chat is currently rolling out to pilot agencies. Some features and behaviors may change before general availability.
What Is Intelligence Chat?
Intelligence Chat is an AI-powered assistant that lets you ask questions about your agency's data in plain English. Instead of building reports or filtering call logs, you can simply ask:
"How many sales did Agent A close last week?"
"What's our close rate for English ACA calls in March vs. April?"
"Which queue had the highest CPA yesterday?"
It pulls from your agency's dialer data — and optionally policy / Book of Business data — to generate answers in seconds.
Two Versions
Your Intelligence Chat experience depends on the data your agency has connected:
Dialer-only — Answers questions about calls, queues, dispositions, agent performance, compliance, and Cost Per Acquisition.
Dialer + Policies — Same as above, plus questions about enrolled policies, carrier mix, retention, and Book of Business analytics.
Your CSM will let you know which version is enabled for your agency.
How to Access
Log in to the Dialer.
Look for the Intelligence Chat tab in the left-hand sidebar.
If you don't see it, your account doesn't have the permission enabled — ask your admin or CSM.
The "Show Reasoning" Panel
Every answer has a Show Reasoning link. Click it to see:
Which data sources the AI queried.
Which date range it used.
How it defined the metric (e.g., what "sale" means in its calculation).
Any filters it applied automatically.
📌 Use Show Reasoning whenever a number looks off. Most "the number doesn't match my dashboard" cases come down to a different time window or a slightly different metric definition.
Data Refresh Cadence
Intelligence Chat data refreshes every 2 hours. Calls from the last hour or two may not yet appear in answers.
For real-time or same-hour information, use the live Agent Performance Dashboard or Call Logs.
Permission Scope (Important)
⚠️ During Beta, any user with Intelligence Chat enabled sees the full agency dataset. There is currently no team-level or role-based filtering on Intelligence Chat queries.
Recommendations:
Enable Intelligence Chat only for admins, managers, and analysts during Beta.
Do not enable it for agents who shouldn't see agency-wide performance data.
Role-scoped Intelligence Chat is on our roadmap.
Always Verify Before Sharing Externally
Intelligence Chat is in Beta and answers may occasionally be wrong, especially for complex multi-step questions. Before sharing any number externally (to a publisher, to an auditor, to leadership), verify against the standard report (Call Logs, Agent Performance, Analysis page).
Common Questions
"The number doesn't match my dashboard."
Most often a time-window difference. Click Show Reasoning on the answer and compare the date range and filters to what your dashboard is using. Common culprits: timezone (UTC vs. agency local), business days vs. calendar days, included vs. excluded dispositions.
"It says zero calls today."
Data refreshes every 2 hours. If you ask before the first refresh, today's calls won't be visible. Try again later or check the live dashboard instead.
"How far back does the data go?"
Standard agencies get 90 days of rolling history. If you need longer windows, ask your CSM about extended history.
"Can I export an Intelligence Chat answer?"
Not yet during Beta. You can copy/paste the text answer. Underlying data export is available from Call Logs or Analysis.
Feedback
Intelligence Chat is improving rapidly. If you get a wrong answer, click the feedback (thumbs-down) icon and add a note describing what was expected. Our Data Team reviews this directly.