Extractors
Extractors turn a conversation into structured data. Define the fields you care about — name, phone, email, reason for calling, budget, preferred time, anything — and the agent gathers them naturally during the call, then saves them with the record. You get clean lead data, not just a transcript to read.
Where: open an agent → Extractors.
How it works
- You define a list of fields (each with a question/hint and a type).
- The agent weaves them into the conversation — it won’t interrogate the caller; it asks when it fits.
- Captured values are saved with the call and shown in Call history.
This works on both inbound phone calls and the website chat widget, and on outbound calls too.
Defining a field
Each extractor has:
- Name — the field key, e.g.
full_name,email,reason. - Question / hint — what the agent should find out, e.g. “the caller’s full name” or “why they’re calling”. Phrase it as the information to capture, not a rigid script.
- Type — the kind of value (e.g. text, email, phone, or a choice from options).
- Options — for choice fields, the allowed values.
- Order — extractors are gathered roughly in the order you list them.
Mark the essentials first (name, phone, reason). The agent prioritizes them and still sounds natural — it gathers details as the conversation allows rather than firing off a form.
Good fields to capture
- Lead basics: full name, phone, email.
- Intent: reason for calling, service interested in, urgency.
- Qualifying: budget, timeframe, location, party size — whatever your sales/ops team needs.
- Outcome: booked / needs callback / not interested (often paired with a follow-up action).
Where the data goes
Captured fields appear on the call in Call history, alongside the transcript and (if enabled) the recording. Pair extractors with an Action — e.g. send SMS or a custom API call — to push the captured lead straight into your CRM or send a follow-up.
Best practices
- Keep the list focused. 4–6 well-chosen fields beat a 15-field form that drags the call out.
- Use clear hints, not scripts — let the agent phrase the question conversationally.
- Re-listen to a few calls in history to confirm the agent is capturing what you expected, and tweak the hints.