Access Your Conversations in Apollo

Article author
Sarah Malone
Updated

Overview

Conversations provide easy access to your team's video call recordings within Apollo. Beyond providing the ability to watch recordings of your meetings, conversations enables you to access AI-generated call summaries, comment on recordings, and submit scorecards to assess and train sales teams.

 
Zoom Your Way Through These Steps First

Before you can access conversations in Apollo, you need to follow the instructions in Set Up Apollo Conversations.

When you finish the set-up process, Apollo starts to pull all new calls that your team records after you connect Apollo with your communications platform. Apollo does not display the previous conversations you recorded before you integrated the 2 platforms. When you finish hosting a meeting, Apollo needs a moment to process and upload a recording. You'll see new recordings in Apollo as soon as the magic finishes!

The following sections detail how to search and view call recordings, access a variety of call insights, share recordings, and read call transcripts.

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View and Sort Your Conversations

 
Video Recordings Only

These steps are for video call recordings. If you need to find phone calls, check out Access, manage, and share call recordings.

Launch Apollo and click Conversations. From this page, you can view all the calls you and your team have recorded since connecting your account with Apollo.

Click the Sort by drop-down to sort your team's call recordings in order of the recorded date or duration. Changing the sort order affects only your view of conversations, not your teammates. Then, click Apply to save your changes.

Sort By Drop-Down

Browse through all the recordings, or apply filters to find specific calls.

Conversation Filters

To delete a specific recording, click ... > Delete Conversation.

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Use Filters to Find Conversations

You can use the following filters to find specific conversations. Click a tab to learn more about each filter.

To search call recordings, enter any keywords from the meeting title into the Search bar. Then, press enter to load all related calls. Title Search Bar in Filters

Search for call recordings that a specific user hosted or attended. To find all the recordings involving a specific user, click the User drop-down, then enter their name or choose someone from the drop-down. You can select multiple users.

Click the Host or Participant checkboxes to filter based on the user's role in the meeting.
User Drop-Down in Filters

Search for conversations that specific contacts attended. To find all the recordings involving a contact, click the Contact drop-down, then enter their name or choose someone from the drop-down. You can select multiple contacts. User Drop-Down in Filters

Search for conversations that took place within a specific period. For example, find calls your team has hosted within the last 2 months.

Click the Date drop-down. Then, click the From and To fields to select the date or timeframe by which you want to filter your call recordings. Date Drop-Down in Filters

Search recordings based on the length of the calls. For example, find call recordings that are between 15 and 30 minutes long.

Click the Duration drop-down. Then, add the minimum and maximum call length by which you want to filter your call recordings, and press enter. Duration Drop-Down in Filters

Search for recordings that a specific company attended.

Click the Company drop-down. Then, enter a company name or choose one from the drop-down. You can select multiple companies. Company Drop-Down in Filters

Search for recordings based on trackers. These are sets of keywords that Apollo detects in your recordings to help you identify and surface the most important parts of each call.

Click the Trackers drop-down. Then, click the checkboxes for the trackers you want to use. Trackers Drop-Down in Filters

Search for recordings based on the tags that you've added to them. Refer to the Tag Call Recordings section to learn how to apply tags to conversations.

Click the Tags drop-down. Then, enter a tag name or choose one from the drop-down. Filter by tags.

Search for recordings based on the scorecards and ratings that your team applied. Scorecards enable your organization to train teams and rate conversations based on consistent quality standards.

Click the Scoring drop-down. Then, choose a specific scorecard from the drop-down, and, if you prefer, select a scorecard rating to further narrow your search. Filter by scorecards and ratings.


[Back to Top](#top) ## Tag Call Recordings Tags enable you and your team to categorize call recordings based on the custom tags that your admins create. Then, anyone across your organization can use filters to easily find tagged recordings. To apply a tag to a recording:

  1. Launch Apollo and click Conversations. Then, click a recording tile to access it.
  2. On the recording's page, click Add tags. Add tags to a call recording.
  3. If the tag you want to use already exists, select it. Choose a pre-existing tag.
  4. To create a new tag, enter a name, then click Create new tag. Create a new tag.

Apollo adds your tags to the recording. You can use conversation filters to find recordings based on tags. [Back to Top](#top) ## Access Conversation Insights Now that you have applied filters to find your conversations in Apollo, click a recording to access your call insights. If a video call meeting lasts more than 8 hours, Apollo still uploads the recording, but meeting insights will not be available. Access a recording. The following conversation tabs provide different details and actions related to the recording.

Call Details

This tab lists the participants and their titles, as well as information about the account, including the current stage and ARR. Call details tab. Apollo provides the names and titles of any saved contacts for the associated account. Click the account and contact links to access more detailed information about them. Account information and links.

Summary

This tab summarizes the call and provides actionable information such as an outcome, next steps to take, and pain points to address for the account. Click the copy icon at the top right of any section to copy the text. Summary tab. If you hosted the meeting, you can also send a follow-up email directly from the summary tab.

Key Topics

This tab summarizes the action items and key questions asked during a call, and collects all mentions of tracker keywords. Key topics tab. Click the arrows to access action items, questions, or trackers. Access key topics. Click a timestamp to jump to the specific point in the call and transcript where a participant mentioned the action item, question, or tracker keyword. Go to the point in the call.

Comments

This tab enables you and your team to comment on the call recording. Click Comment to add one. Comments tab. To comment on a specific portion of the call, use the time slider in the Participant activity section to find the right spot. Then, click the Comment at checkbox. Comment at the time stamp checkbox Type your comment. To mention another user in Apollo, click the @ icon. Then, click Comment to send the message. Comment button

Scoring

This tab enables you to review and submit scorecards for a conversation. Check out Rate Conversations and Train Sales Teams Using Scorecards for more details.


[Back to Top](#top) ## View Participant Activity

 
You Have to Speak to Be Heard

Apollo only generates insights for participants that speak for at least 10% of the overall call recording.

Below the recording, Apollo summarizes the participants' activity throughout a call. Here you can see the specific moments when a participant spoke during the call.

To move to a section of the recording where a specific participant speaks, click a section of that participant's activity bar.

Participant Activity Bar

By default, Apollo shows the activity of all participants. To show or hide activity by specific participants, click the Listening to drop-down. Then, click a participant's checkbox to enable or disable their activity bar.

Listening To Drop-Down

If Apollo can't identify a participant, their display name will be Unknown Participants.

Others Drop-Down

Apollo also displays the specific moments when participants shared their screens throughout the call via the Screen Share activity bar.

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Share Call Recordings

To share an entire call recording with others, click Share call, then choose to Share internally or Share with anyone.

Share an entire call recording.

To share only a portion of a recording, click the scissors icon. Then, click and drag the yellow bars to select a portion of the call.

Share a portion of a call.

To share internally, select the users you want to receive the recording, set an expiration date for the link, and click Share. Apollo emails a link to the selected users.

Share conversation internally.

To share the recording outside your company, set the link settings and expiration date, choose whether you want to validate anyone that accesses the link, then click Copy link. You can share the link manually.

Share conversation with anyone.

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Set Your Privacy Settings

To apply privacy settings to the call recordings for the meetings you host in Apollo:

  1. Launch Apollo and click Settings. Then, scroll to the Conversations section and toggle Enable Private Conversations on. Enable private conversations.
  2. Choose whether you apply the privacy settings to future conversations only or past conversations too. Click Done to save your changes. Past and future recordings.

You have now set your privacy settings for the individual recordings you host in Apollo.

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Add Conversations to Your Deals

Deals helps you track the activities associated with winning and renewing accounts. Apollo automatically associates conversations to your deals if the the company for both the conversation and deal matches. This makes conversations easily accessible to you and your team, and ensures that your deals include this critical activity.

There are also 2 ways to manually associate a conversation with a deal. To add a conversation from a deals page:

  1. Launch Apollo and click Deals. Then, click a deal name to access its page. Access the deal.
  2. In the Activity section, click the Conversations tab. Then, click Add conversation. Add a conversation
  3. Select the conversation you want to associate to the deal, then click Save. Choose the conversation to add.

To add a conversation from a conversation page:

  1. Launch Apollo and click Conversations. Then, click a conversation that has been recorded to access its page. Access the conversation.
  2. Click Associate deals. Add a deal.
  3. Select the deal you want to associate with the conversation, then click Apply. Choose a deal.

Regardless of the path you take, information for the conversation is added to the Activity section of the deal's page. You can click the conversation to access the full details for it, including the recording, insights, transcripts, and analytics.

Find your added conversation on the deals page.

The conversation is also added to the activities timeline for the deal.

The conversation is also added to deal activites.

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Read Call Transcripts

Apollo displays the call transcript for a recording to the right of the video player. Enter keywords into the search bar and press enter to view all the moments when participants spoke those particular words.

Search a recording transcript.

To watch a specific portion of the recording, click a spot in the transcript. Apollo highlights the portion of the transcript prior to the spot, and the video player moves to the same corresponding point.

Move to a spot in the transcript.

If you are listening to a call while browsing through the transcript, click Sync back to time to return to the point in the transcript that's currently playing.

Sync back to time.

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Access Conversations Analytics

To view analytics related to your team's conversations, launch Apollo and click Conversations. Then, click the Stats tab to view your team's activity and interaction analytics.

Stats tab in conversations.

Click the Timeframe drop-down and select the period or dates in which you want to view your team's data.

Timeframe drop-down

Click the Users drop-down to select the specific teams for whom you want to view the data. To deselect individuals within a team, click the Arrow icon and then click the checkbox next to the user's name.

Users drop-down

From the Activity tab, you can view the average:

  • Total and weekly call volume.
  • Call duration.
  • Total and weekly time spent on calls.

From the Interaction tab, you can view the average:

  • Talk ratio: The average time a user spoke across all calls during the selected period.
  • Longest customer story: The duration of the longest customer monologue.
  • Patience: The average amount of time between a customer talking and a team member taking over.
  • Question Rate: The number of questions a team member asks per hour of conversation.

Click on an activity or interaction to view a bar chart breakdown of the results per user.

Bar chart breakdown

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