Installation Steps
Step One
Step Two
After clicking on Install, a popup will open. In that popup, you will see a field to enter your OpenAI API key.
After installation, the Dropbox section will appear under the related list inside the record.
Step Three
How to Use
Generate Call Transcript
- Open a record (e.g., Lead, Contact, or Deal).
- Go to the Calls related list.
- Click on a call record.
- Click on the Generate Transcript button.
The system will automatically:
- Fetch the call recording
- Convert speech to text
- Generate AI-based insights
1. Getting Started
Before the widget can run, your Zoho CRM administrator must complete a one-time setup. Once done, the widget works automatically every time you open a Lead record.
What You Need
- A Zoho CRM account with the AI Call Analysis Widget installed
- An OpenAI API key stored in the CRM Org Variable: callrecordingtranscriberforzohocrm__Api_Key
- Call recordings attached to your Lead records (MP3, MP4, WAV, OGG, WebM, M4A, or AAC)
Note: If you do not have an OpenAI API key or your admin has not set up the widget, contact your CRM administrator before proceeding. |
Opening the Widget
- Open any Lead record in Zoho CRM.
- Scroll to the AI Call Analysis widget panel (usually on the right sidebar or in a related tab).
- The widget loads automatically and begins processing the most recent call.
2. The Loading Screen
When the widget opens, you will see a loading screen with a progress bar and four steps. Each step shows what the system is currently doing.
CRM | Fetching the API key and lead record data from Zoho CRM. |
Whisper | Downloading the call audio and sending it to OpenAI Whisper for transcription. Large recordings may take 1–3 minutes. |
GPT-4o | Sending the transcript to GPT-4o for full call analysis. |
Ready | Rendering the results and displaying them on screen. |
⏱ Large recordings take time Recordings longer than 10–15 minutes may take 2–3 minutes to process. This is normal. Do not close or refresh the widget while it is loading. |
3. Contact Banner
Once the widget has finished loading, a coloured banner appears at the top of the screen. It shows key information about the lead and their latest call at a glance.
Initials Circle | A circle showing the lead’s initials, generated automatically from their name in CRM. |
Contact Name | The full name of the lead, pulled from the CRM record. |
Contact Meta | The lead’s phone number and the name of the owning agent. |
Lead Badge | Shows the current Lead Status or Account Type from CRM (e.g. New, Contacted, Qualified). |
Call Pill | Shows the subject of the currently displayed call. |
Other Calls | A dropdown button that appears when the lead has more than one call. Click it to switch between calls. |
4. Audio Player
If the call has a recording URL, an audio player appears below the banner so you can listen to the call directly within the widget.
Play / Pause Button | Click the pink circular button to start or pause playback. |
Call Title | Displays the subject of the call in uppercase. |
Call Meta | Shows the call date, duration, and agent name once the audio has loaded. |
Waveform | A visual representation of the audio. Pink bars indicate the portion already listened to. |
Duration | Shows the total length of the recording in MM:SS format. |
If no recording URL is found on the call, the audio player is hidden and a notice is displayed instead. Transcription and analysis are not available for calls without recordings. |
5. Client Intelligence Scores
Four scores are displayed immediately after the audio player. Each score is rated out of 5 by GPT-4o based on the call transcript. A short description explains the reasoning behind each score.
Empathy Scored 1–5 How well the agent connected emotionally with the client. | Openness Scored 1–5 How open the client was during the conversation. | Intent Scored 1–5 Strength of the client’s buying or engagement intent. | Readiness Scored 1–5 How ready the client is to make a decision or take action. |
1 – Very Low | Little to no evidence of this quality in the call. |
2 – Low | Minimal evidence; needs significant improvement. |
3 – Moderate | Adequate but with clear room to grow. |
4 – High | Strong evidence; the agent or client showed this quality well. |
5 – Excellent | Exceptional. Consistently demonstrated throughout the call. |
6. AI Coaching Suggestions
This section provides personalised feedback for the agent based on the analysed call. It is divided into two columns:
Needs Improvement | Points where the agent could have performed better. These are areas to work on before the next call. |
What’s Working Well | Positive behaviours the agent demonstrated. Recognising these helps reinforce good habits. |
Coaching suggestions are generated fresh for every call and are based entirely on the conversation content. They are meant as constructive guidance, not a performance review. |
7. Call Quality Breakdown
Six quality dimensions are assessed for each call. Each dimension is shown as a card with a score, a progress bar, supporting evidence from the transcript, and the AI’s reasoning.
Tone & Warmth | Was the agent’s tone friendly, professional, and appropriate throughout the call? |
Greeting | Did the agent open the call in a warm, clear, and professional manner? |
Product Knowledge | Did the agent demonstrate accurate and confident knowledge of the product or service? |
Active Listening | Did the agent listen carefully, acknowledge the client’s points, and avoid interrupting? |
Care & Empathy | Did the agent show genuine understanding of the client’s situation and needs? |
Problem Solving | Did the agent address any issues or objections raised by the client effectively? |
Score Pill – Green | Excellent (4–5/5). The agent performed well in this area. |
Score Pill – Purple | Good (3/5). Solid performance with some room to improve. |
Score Pill – Amber | Needs Work (1–2/5). Significant improvement recommended. |
Score Pill – N/A | Not applicable. This dimension was not relevant for this particular call. |
The ‘Evidence’ block shows a direct quote or paraphrase from the transcript that supports the score. The ‘Reasoning’ block explains why the AI gave that particular rating. |
8. AI Generated Summary
The summary section provides a concise overview of the entire call in plain language. It is divided into two parts:
Summary Points | Three to five bullet points covering the key topics discussed, decisions made, and important information shared during the call. |
Recommended Next Steps | A short paragraph written by GPT-4o suggesting the most logical follow-up actions based on the conversation — such as sending a proposal, scheduling a demo, or following up on a concern raised by the client. |
A timestamp at the bottom of the summary card shows when the analysis was last generated.
9. WhatsApp Follow-up Message
The widget automatically drafts a personalised WhatsApp follow-up message in warm Hinglish (a natural mix of Hindi and English). The message is tailored to the call content and includes:
- A friendly greeting using the client’s name
- A brief reference to what was discussed in the call
- A clear next step or call to action
- The agent’s name and business name as a sign-off
Copy Button | Click the green ‘Copy’ button in the top-right corner of the WhatsApp card to copy the message to your clipboard. You can then paste it directly into WhatsApp. |
Message Bubble | The message is displayed in a WhatsApp-style green bubble so you can preview exactly how it will appear to the client. |
Timestamp | Shows the time the message was generated. |
The message is auto-generated and should be reviewed before sending. Feel free to personalise it further before pasting into WhatsApp. |
10. Call Transcript
The full AI-generated transcript of the call is displayed at the bottom of the widget. The transcript is colour-coded to make it easy to follow the conversation:
Agent Bubbles (Purple) | Dialogue spoken by the agent. The agent’s initials appear on the left. |
Client Bubbles (Pink) | Dialogue spoken by the client. The client’s initials appear on the right. |
Timestamps | Each line shows the time offset from the start of the recording (e.g. 01:24) so you can jump to that moment in the audio. |
The transcript is scrollable. Use the Hide / Show button in the top-right corner of the transcript card to collapse or expand the transcript area.
Transcription is performed by OpenAI Whisper. Accuracy is generally very high, but background noise, accents, or crosstalk may occasionally produce minor errors. Always verify any critical quotes against the original recording. |
11. Switching Between Calls
When a lead has more than one call activity recorded in Zoho CRM, an ‘Other Calls’ button appears on the right side of the banner.
- Click the ‘Other Calls’ button to open a dropdown list of all other calls for this lead.
- Each item in the list shows the call subject, date, and whether a recording is available.
- Click a call in the dropdown to switch to it. The widget will re-analyse the selected call automatically.
- Calls without recordings can be selected, but transcription and analysis will not be available for them.
The widget always loads the most recent call first (sorted by Call Start Time). The ‘Other Calls’ dropdown shows all older calls. |
12. Error Messages & Troubleshooting
If something goes wrong during loading or analysis, the widget displays an error screen with a message and a ‘Try Again’ button. Common issues and solutions are listed below.
API key org variable is empty | The OpenAI API key has not been set up in Zoho CRM. Contact your CRM administrator to add the key to the Org Variable: callrecordingtranscriberforzohocrm__Api_Key. |
Record not found | The widget could not retrieve the Lead record. Try refreshing the CRM page and reopening the widget. |
Proxy unreachable | The audio proxy server is offline. Contact your system administrator. |
Audio HTTP 4xx / 5xx | The recording URL returned an error. The recording may have expired or been deleted from the source system. |
Audio file is empty | The downloaded recording has no content. Try re-uploading the recording in CRM. |
Whisper error | The OpenAI Whisper API returned an error. Check that the API key is valid and has sufficient credits. |
GPT-4o error | The GPT-4o API returned an error. Check API key validity and account usage limits. |
Record ID not received | The widget was opened outside of a Zoho CRM lead record context. Open the widget from within a Lead record. |
Customer Support
Email: support@dsvcorp.com.au
Website: www.fristinetech.com