Creating Insights

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Prerequisites

• Access to the Telnyx Mission Control Portal.
• At least one AI Assistant configured (recommended for testing).

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Accessing AI Insights

1. Log in to the Mission Control Portal.
2. Navigate to AI, Storage and Compute > AI Insights.
3. You’ll see a list of existing insights with their IDs, names, instructions, and creation dates.

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Creating an insight

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Step 1: Open the create dialog

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Step 2: Configure basic settings

1. Name (Required) - A descriptive identifier for your insight.
   • Example: “Conversation Summary”, “Customer Sentiment”, “Issue Classification”.
2. Instructions - Detailed prompt describing what to analyze and extract.
   • Be specific about what information you want.
   • Include output format expectations.
   • Reference conversation elements (transcript, metadata, etc.).

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Step 3: Write effective instructions

Summarize the conversation for use as future context. Include:
- Key facts mentioned.
- Decisions made.
- User preferences expressed.
- Action items or follow-ups needed.

Keep the summary concise (2-3 sentences) and focus on information that would be useful in future conversations with this user.

Measure the positivity & negativity of the call and rate it from 1-5 in ascending order.

Positivity: How positive, satisfied, or happy was the customer? (1=very negative, 5=very positive)
Negativity: How frustrated, angry, or dissatisfied was the customer? (1=no negativity, 5=very negative)

Provide your ratings and a brief explanation of why you assigned those scores.

Analyze the conversation and identify the primary issue or request. Categorize it into one of the following:
- Technical Support.
- Billing Question.
- Feature Request.
- General Inquiry.
- Complaint.
- Other.

Also provide a brief description of the specific issue within that category.

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Step 4: Use variables (optional)

• {{telnyx_current_time}} - Date and time of the conversation.
• {{telnyx_conversation_channel}} - Channel type (phone_call, web_call, sms_chat).
• {{telnyx_agent_target}} - Assistant’s phone number or identifier.
• {{telnyx_end_user_target}} - User’s phone number or identifier.

Analyze this {{telnyx_conversation_channel}} conversation from {{telnyx_current_time}}.

Identify if the user at {{telnyx_end_user_target}} expressed interest in any of our products or services.
If so, list the products mentioned and their level of interest (high/medium/low).

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Step 5: Save the insight

1. Review your configuration.
2. Click Save.
3. The insight will appear in your insights list.

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Managing insights

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Editing an insight

1. Find the insight in the list.
2. Click the edit icon (pencil) on the right side of the row.
3. Modify the name or instructions.
4. Click Save.

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Copying an insight ID

1. Click the copy icon next to the insight ID.
2. The ID will be copied to your clipboard.
3. Use this ID in API calls or memory queries.

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Configuring webhook delivery

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Via Insight Groups

1. Navigate to AI Insight Groups.
2. Click Create Insight Group or edit an existing group.
3. Enter your webhook URL in the Webhook URL field.
4. Save the group.

Webhook URL: https://api.mycompany.com/webhooks/ai-insights

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Per assistant override

1. Navigate to your AI Assistant configuration.
2. Go to the Analysis tab and select Insights.
3. Select an Insight Group.
4. Click Edit selected to modify the group settings.
5. Enter a different webhook URL for this assistant.
6. Save the assistant configuration.

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Best practices

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Writing clear instructions

1. Be Specific - Clearly state what you want to extract.
   • ❌ “Analyze the call”.
   • ✅ “Identify the customer’s main complaint and rate the urgency from 1-5”.
2. Define Output Format - Specify how you want the response structured.
   • ❌ “Tell me about sentiment”.
   • ✅ “Rate sentiment from 1-10 and provide a one-sentence explanation”.
3. Provide Context - Explain why the information matters.
   • ❌ “List products mentioned”.
   • ✅ “List products the customer showed interest in purchasing, noting their budget concerns”.
4. Use Examples - Show the format you expect
   Report incorrect code

   Copy

   Ask AI

   Categorize the issue as one of:
   - Billing (e.g., incorrect charges, payment questions).
   - Technical (e.g., service not working, setup help).
   - Account (e.g., upgrades, cancellations).
   

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Testing your insights

1. Start with Test Conversations - Try your insight on a few sample conversations first.
2. Review Results - Check if the extracted information matches your expectations.
3. Refine Instructions - Adjust wording based on the results.
4. Validate Accuracy - Ensure consistent, reliable extraction across different conversation types.

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Naming conventions

• What is being analyzed: “Customer Sentiment”, “Product Interest”, “Issue Type”.
• Why it matters: “Escalation Needed”, “Follow-up Required”, “Compliance Check”.
• Scope: “Healthcare Compliance”, “Sales Qualification”, “Support Quality”.

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Next steps

• Use Structured Data - Create insights with consistent JSON schemas.
• Create Insight Groups - Organize insights for your assistants.
• Explore Use Cases - Industry-specific examples.

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Related resources

• Dynamic Variables - Custom variables for your insights.
• Memory - Using insight IDs in memory queries.
• Voice Assistant Configuration - Assigning insights to assistants.