Customer Voice
A template agent that reads your meeting transcripts and support threads and reports the themes in customers' own words.
Reads calls and tickets and finds the words customers use. The Customer Voice template agent listens where your customers already talk, meeting transcripts and support email, and tells you what they say, quoted, not paraphrased.
Steps
- Start it. Open Agents, choose Templates, and select Use it on Customer Voice. Connect a meeting recorder (Fathom or the Meridian recorder) and the support mailbox in Settings → Connections.
- Answer the interview. Which customers or segments matter, which sources count (calls, support threads, both), what you want to learn (objections, feature requests, words they use for your product), and who should read the result. It writes the answers into its instructions.
- See one report. Ask: "What did customers say about onboarding in the last 30 days?" It reads the transcripts and threads you can see, groups what it finds, and quotes each theme with a link to the call or thread. Tell it what to drop or dig into.
- Keep the themes. Ask it to keep a table of themes and quotes in a Database, so each run adds to it and the table viewer shows the trend.
- Accept the job. After a report you trust, it proposes one: a fortnightly digest to a Space or your Slack DM. It starts off; turn it on from its About tab.
What waits for your approval
Sending the report to anyone but you, posting to a channel, writing to a CRM or a shared Database, and replying to a customer all stop at an approval card. Reading transcripts and threads and drafting the report happen on their own.
Limits
- It reads the transcripts and threads you can see. A colleague's calls reach it only through a recorder account shared with you or a Space the recaps are in.
- Fireflies and Gong are not connected yet. Fathom and the Meridian recorder work today.
- Support tools such as Zendesk and Intercom are not connected sources yet; a shared support mailbox in Gmail is.
- A quote is only as good as the transcript. It links each one so you can check it.
Make it yours or share it
Notes on its About tab: "quote in the customer's language, translate underneath", "ignore internal calls". Share it from Settings → Access with product and support; it runs for each member with their own sources. Put it in a Space so the digest lands where the team works. Duplicate for a second product line.