Four/Four captures customer conversations, extracts short statements called insights from them, and links those insights to the accounts and contacts in your CRM. Every insight links back to the conversation it came from. This article defines the terms you will see across the product.

Conversation: anything a customer said or wrote that Four/Four has captured. Each conversation has a type and a purpose.

Conversation type: Meeting, Phone call, Support case, Chat thread or Email thread. Meetings and phone calls are measured in minutes of audio or video. Support cases, chat threads and email threads are text-only and are counted individually.

Conversation purpose: what the conversation was for: Support, Product feedback, Customer success, Implementation, Technology demo, Technical sales, Sales, Sales prospecting, Consulting, Marketing, Training, Internal, Unknown or None. The purpose decides which kinds of insight Four/Four looks for, so a support call and a sales call are analysed differently.

Draft conversations and Pending conversations: two extra tabs on the conversations list. Drafts are uploads that have not finished processing. Pending are conversations waiting to be processed, or that were not processed.

Insight: a single, self-contained statement extracted from a conversation, such as a pain, a job the customer is trying to get done, a feature request or an emotion. See How insights are generated for the categories.

Topic set: a group of insights that Four/Four clusters into themes. You filter your insights to the segment you care about, then ask Four/Four to generate a topic set. Each theme in the set is a topic.

Outlier: an insight that did not fit into any topic in a topic set.

The Analyst: a chat-style assistant that researches your insights and writes reports with citations back to the original conversations.

Label: a tag you attach to conversations, insights or accounts so you can organise and filter them. Labels are either My (only you) or Team (shared).

Visibility (My, Team, Group): many lists have a My tab (items you own or took part in) and a wider tab, for example My conversations and All conversations, or My topic sets and Team topic sets.

Internal email domains: your company's own email domains, such as company.com. Four/Four treats people on these domains as colleagues rather than customers. This controls which meetings the notetaker joins automatically, which participants generate insights, and which emails are imported.

Accounts and CRM records: when you connect a CRM, Four/Four links conversations and insights to your accounts, contacts, leads and opportunities, so you can filter by customer, segment or deal stage. Find them under Accounts in the left-hand menu.

Four/Four redacts personal information in transcripts and groups it into three tiers. Each tier can be unredacted separately.

What you can see and do depends on your role. Ask an admin if something is missing.