Conversations can enter Four/Four six ways, and most teams combine several. Each captured conversation is transcribed where needed, analysed against your plan's allowance, and listed under Conversations.
Comparison
Method | Set up in | What arrives |
Recorder integration (Gong, Zoom, Fireflies, Salesloft, Jiminny and others) | Settings > Connections, Call recording | Existing and new call and meeting recordings |
Notetaker, single meeting | Conversations, or Invite notetaker on the checklist | One online meeting |
Notetaker, automatic | Settings > Connections, Productivity services (Google Calendar or Outlook Calendar) | External meetings on connected calendars |
Manual upload | Conversations, or Upload video on the checklist | A video, optionally with a VTT transcript |
Slack capture | Settings > Connections, Collaboration tools | A customer channel or a single thread |
Settings > Connections, Productivity services (Google Mail or Outlook Mail) | Emails with external contacts matched to your CRM | |
Support tickets | Settings > Connections, Service management | Tickets and cases as Support case conversations |
Recorder integrations
If your team already records calls in a tool such as Gong, Zoom, Fireflies, Salesloft or Jiminny, connect it and its recordings flow in automatically. See each integration's article for what it imports and how often it syncs.
The notetaker
The notetaker joins online meetings as a participant, records and transcribes them.
Invite it to one meeting
Paste the meeting invite URL into Invite notetaker on the Conversations page or dashboard checklist. For a Zoom webinar or session, add the notetaker as a panelist in advance.
Let it join automatically
Connect Google Calendar or Outlook Calendar. Each person then picks a notetaker setting in My profile:
Join all external meetings on my calendar (recommended)
Only join external meetings on my calendar where I am the organiser (the default)
Only join meetings I manually invite the notetaker to
Automatic joining only applies to meetings with at least one external attendee (someone outside your internal email domains) that do not already have a conversation. The notetaker stops joining if your plan is inactive or your recording allowance has run out.
Manual upload
Drag and drop a video onto the Conversations page. If you have a transcript from another tool, export it as VTT for best results; otherwise Four/Four creates one. Uploads appear under Draft conversations until processed.
Slack
After connecting Slack you can capture a whole customer channel or a single thread with Four/Four's Slack actions. Four/Four must be a member of the channel. Direct messages and group direct messages cannot be captured. When you capture a channel, Four/Four imports existing and future threads and messages you in Slack to confirm which customer (by website address) the channel relates to. Reply with the correct address, or "none" if the channel is not tied to one customer.
Four/Four imports an email only when it involves someone outside your internal email domains who matches a lead, or a contact that belongs to an account, in your CRM. Automatic replies, bounces, bulk mail and mailing-list messages are skipped.
Support tickets
Supported help desks include Zendesk, Intercom, Pylon, ServiceNow, HubSpot Service Hub, Salesforce Service Cloud, Dynamics Customer Service and Jira Service Desk. Tickets arrive as Support case conversations and count against your support-case allowance rather than your hours.
Before you start
Add your internal email domains in Settings > Company so Four/Four can tell customers from colleagues.
Check your allowance in Settings > Subscription. See Plans, trial and usage.
Troubleshooting
A conversation says it has not been processed: usually no analysis hours remained when it arrived.
A conversation produced no insights: very short conversations, ones with one participant, and ones where nobody from your side spoke can be skipped. Internal meetings are only analysed in limited ways.
The notetaker did not join: check the calendar is connected, the meeting has an external attendee, your notetaker setting allows it, and your plan still has recording allowance.
Permissions
Who can set up each capture method depends on role.
Method | Who sets it up |
Recorder integrations, Slack capture, email, support tickets | Admin |
Notetaker, automatic | Admin connects the calendar, then each person picks their own setting in My profile. Admins can also set it for others under Settings > Team. |
Notetaker, single meeting | Anyone with permission to record |
Manual upload | Anyone with permission to upload |