VoIP & live transcription (Call with SwiftFox, sentiment analysis)

VoIP lets you place calls inside SwiftFox using the Connect call button, transcribe the conversation live, and automatically analyse its sentiment. VoIP is optional — without it, you can still build lists, call from your own phone and log outcomes manually.

Availability

The Connect call button appears at the top of the in-call console when VoIP is set up for your account. If you don't see it, your account isn't configured for in-app calling — check your account settings or contact your administrator.

Placing a call

• In the in-call console, check the current Contact's phone number at the top.
• Click Connect call to set up the call — the button changes to Dial.
• Click Dial to place the call inside the app. While it connects you'll see a call timer and the in-call controls: Pause, Mute (microphone), Start Transcript, and the red hang-up button.
• Talk to the Contact while completing the Survey in the right pane and referring to the context tabs on the left.

Live transcription

• Click Start Transcript during the call to transcribe the conversation live. The button changes to Stop Transcript while transcription is running.
• After the call ends, SwiftFox automatically creates a Post on the Contact, tagged Call and headed "Called [Contact] on [number]". That Post includes:
  • a Call summary card (an AI summary of the conversation), and
  • a Transcript file ready card showing the sentiment as a badge (e.g. Neutral).

Sentiment analysis

Sentiment analysis reads the transcript and classifies the call as Positive, Negative or Neutral. This rating:

• appears as a badge on the call's Transcript file ready card and in the transcript drawer, and
• feeds the Sentiment column on the Calls landing page (this column applies to users using VoIP).

Reviewing transcripts and sentiment later

1. Open the Contact and find the auto-created Call Post (or open the Posts tab in the console).
2. Click the Transcript file ready card to open the Transcript drawer.
3. In the drawer you'll see the sentiment badge, the date and time of the call, the full conversation, and a download button to save a copy.

Notes

• In-app calling and transcription require VoIP to be set up for your account (the Connect call button is present when it is).
• The Sentiment column on the Calls landing page is relevant to VoIP users, since sentiment is derived from VoIP-call transcripts.