Summaries & tagging
How each call is written up afterwards.
Open AI Receptionist → Summaries & Tagging.
Every call the assistant handles is written up. This is what your team reads instead of listening to a recording.
How call summaries are written
Set what the summary should contain and how it should read.
A useful summary answers, in order: who called, what they wanted, what was agreed, and what needs to happen next. Anything else is padding.
You can instruct it to always surface specific things — a quoted price, a promised callback time, a competitor mentioned.
Keep summaries short. A summary nobody reads because it is six paragraphs long has failed at its only job.
AI write-up versus transcript
Three things are produced per call:
Summary
The quick read. What happened.
Transcript
The exact words, searchable.
Recording
The audio, if recording is enabled.
Most people read summaries and only open the transcript when something is disputed or unclear.
Call tags
Tags categorise calls so you can filter and report on them. Define the set that matches how you actually think about your calls — "new patient", "rebooking", "complaint", "supplier", "wrong number".
The assistant applies them automatically from the content of the conversation.
Keep the list short. Twenty tags means inconsistent tagging and useless reports; six well-chosen ones get used.
Sentiment
How you judge sentiment sets what counts as a good or bad call for your business. This is genuinely business-specific — a raised voice in a complaints line is normal, while the same tone on a booking line is a problem.
Sentiment feeds the escalation rules. If Escalate frustrated callers automatically is on, this setting decides what "frustrated" means.
Collected fields
Any field defined on a call type appears on the record as structured data, separate from the prose summary. These are what integrations and reports read, so they are worth defining properly rather than relying on the summary text.
Where it all appears
On the call record under Calls, on the lead under Leads, and in the conversation in your Inbox.
If you have a CRM connected, the summary and fields sync there too. See Integrations.
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