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

1. Recording completes — a webhook fires when the call recording is ready
2. Transcription — audio is automatically transcribed using speech-to-text
3. AI classification — the transcript is analyzed by TrolleyShield AI with your business context and service tags
4. 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

Manually Overriding the Action

Owners and admins can change the recommended action directly from the call detail view. Open a call, find Recommended Action in the analysis panel, and click Edit to pick a different action. The AI's detected intent is left unchanged — it stays as a record of how the call was classified — only the action is overridden, and the call is marked with an Edited badge.

Changing the action to Convert will fire a Google Ads offline conversion when:

• the call has a Google Ads click ID (gclid, gbraid, or wbraid), and
• a conversion action is configured for the account (or the call's tracking number).

Because a manual override is your deliberate decision, it bypasses the usual confidence, duration, and intent thresholds. When the change will fire a conversion, you'll be asked to confirm first. A conversion is only created once per call — if one already exists, editing the action again won't fire a duplicate.

tip

Use this to recover a qualified lead the AI scored too conservatively, or to stop a misclassified call from converting. The override is recorded so you can see which results were adjusted by hand.

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.