Pillar — Improves
Automations
Automations are 'condition → action' rules that fire on every new conversation — a call or a message. Describe the conditions, and the platform transcribes, tags, extracts data, generates text, sends a notification or writes a note to your CRM on its own. Rules can be defined in plain language, run over your whole archive retroactively, and enriched with reference documents as AI context.
Key facts
- How it works
- A 'condition(s) → action(s)' rule is applied to every new conversation automatically.
- Channel-neutral
- The same rules work over calls and over correspondence — in one loop.
- Nine actions
- Transcription, tags, AI tags, text generation, script, data extraction, notification, webhook, CRM write.
- AI builds rules
- Describe in words which conversations to catch and the filters configure themselves.
- Retro run
- A rule can be applied not only to new conversations but to your whole archive retroactively.
Condition → action on every conversation
You set which conversations to catch and what to do with them, and the platform applies the rule automatically across the whole flow.
- Conditions are the familiar filters: channel, topics, metrics, content, tags.
- One condition can carry several actions, and one conversation can match several rules.
- It all happens hands-free the moment a new conversation arrives.
Nine actions to choose from
A single rule can cover the entire processing path of a conversation — from recognition to a write into your own system.
- Transcription with a chosen engine, fixed tags and AI tags by meaning.
- Text generation from your prompt (e.g. an auto-summary), an AI script transform, and structured data extraction into metrics.
- Email notification, a signed webhook with selected data, and a note written into your CRM by number or contact.
AI configures the rule from a description
No need to assemble complex conditions by hand — describe the task in words and the AI builds the filters.
- 'Catch every customer complaint about delivery' — the AI sets the conditions itself.
- You immediately see how many conversations match the rule before turning it on.
- Rules are created disabled — you review and enable them when you're ready.
Retro run and reference documents
A rule works not only going forward — you can apply it to the archive and enrich AI actions with your knowledge.
- A retro run applies the rule to the whole archive retroactively, not just to new conversations.
- Reference documents can be attached to AI actions as context — with your policies in mind.
- So a rule set up once brings order to accumulated data all at once.
Product
Automations
- 1
Describe the condition
Set filters by hand or describe in words which conversations to catch — the AI assembles the conditions.
- 2
Pick the actions
Add one or more of nine actions: from transcription and tags to a webhook and a CRM write.
- 3
Review and enable
See how many conversations match the rule, then enable it — the rule starts disabled.
- 4
Run it over the archive
If needed, apply the rule to the whole archive retroactively, not just to new conversations.
FAQ
Frequently asked questions
How is an automation rule structured?
A rule is one or more conditions and one or more actions: 'if a conversation matches the conditions, do this'. Conditions are set with familiar filters (channel, topics, metrics, content, tags), and the rule fires automatically on every new conversation.
Which actions can I assign?
Nine: transcription with a chosen engine; fixed tags; AI tags by meaning; text generation from a prompt; an AI script transform; structured data extraction into metrics; email notification; a signed webhook with selected data; a note written into your CRM by number or contact. You can combine them within one rule.
Do I have to configure the conditions by hand?
No. You can describe in words which conversations to catch — say, 'every complaint about delivery' — and the AI sets the filters itself. You immediately see how many conversations match, and the rule is created disabled so you can review it before launch.
Can I apply a rule to old conversations?
Yes. A retro run applies the rule to the whole archive retroactively, not just to new records — so a rule set up once brings order to accumulated data all at once.
Does this work for calls only?
No, automations are channel-neutral: the same 'condition → action' rules work over calls and over correspondence — chats, emails, tickets — in one loop.
Related capabilities
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