Call Analysis
Every recorded call is automatically transcribed and analyzed by AI. The analysis classifies caller intent, assigns a confidence score, recommends an action, and identifies matching service tags.
Analysis Pipeline
- Recording completes — a webhook fires when the call recording is ready
- Transcription — audio is automatically transcribed using speech-to-text
- AI classification — the transcript is analyzed by TrolleyShield AI with your business context and service tags
- Results stored — intent, confidence, reasoning, action, and tags are saved to the call record
Analysis Results
Each call analysis produces:
{
"intent": "qualified_lead",
"confidence": 92,
"reasoning": "Caller asked about pricing for roof replacement and requested to schedule an estimate.",
"action": "convert",
"tags": ["roofing"]
}
Intent Categories
| Intent | Description | Action |
|---|---|---|
qualified_lead | Caller is ready to buy, book, or take action | convert |
general_inquiry | Early research, price shopping, or gathering information | nurture |
existing_customer | References past orders, account numbers, or ongoing service | ignore |
spam | Robocall, telemarketer, solicitation, or sales pitch | block |
wrong_number | Caller reached the wrong business | ignore |
job_seeker | Inquiring about employment opportunities | ignore |
vendor | B2B sales call from a supplier trying to sell TO the business | ignore |
incomplete | Call too short, dropped, or voicemail only | ignore |
Actions
| Action | Description |
|---|---|
convert | Fire a Google Ads offline conversion |
nurture | Flag as a lead worth following up on |
ignore | No action needed |
block | Spam/unwanted caller |
Confidence Score
The confidence score (0-100) indicates how certain the AI is about the classification. Higher scores mean more reliable classification.
Service Tags
If you have service tags configured, the AI will also return which services the caller discussed. Tags appear as purple pills in the call detail view.
Business Context
AI analysis quality improves significantly when you provide business context — a description of your business, services, and what constitutes a qualified lead. Set this in Settings → General → Business Context.
Example:
"We are a residential plumbing company in Phoenix, AZ. A qualified lead is someone who needs plumbing repair or installation at their home. We do not serve commercial properties."
Usage Limits
Call analyses count against your monthly tier limit:
| Tier | Included Analyses |
|---|---|
| Call Starter | 100/month |
| Call Pro | 250/month |
| Call Agency | 500/month |
Paid tiers allow overages at $0.05 per additional minute of call time. Free and trial accounts are hard-blocked at the limit.