In this article, you will learn how to quickly create, play back, access, manage, and share highlights from your conversations, enabling you to easily share insights, improve training, and enhance collaboration. This feature is particularly useful for sales managers, SDRs, account executives, and anyone looking to streamline their review process of recorded calls.
Creating Highlights
- Navigate to a conversation of your choice (by browsing, searching, or filtering through the Conversations List, Saved Search list, Library, or Inbox)
- Click either the "Create Highlight" button within the "Highlights Carousel", the "Create Highlight" button under the play area waveform, or the "Create Highlight" option within the "Actions" dropdown in the upper righthand corner
- The waveform converts to a special 'clipping mode' that allows you to isolate a section of the conversation to clip into a highlight
- Tip: You can navigate to the desired start point of your clip using the waveform or Transcript Search, and clicking 'Create Highlight' after that will start the clip at that point in the conversation
- Tip: You can navigate to the desired start point of your clip using the waveform or Transcript Search, and clicking 'Create Highlight' after that will start the clip at that point in the conversation
- Use the gripper handlebars on either end of the clip to trim your highlight to the desired length
- You can also manually enter timestamps into the Start Time / End Time fields as another way to precisely clip your highlight
- Click 'Complete Highlight'
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Enter a title for your highlight
- Click 'Save Highlight'
- Your new highlight is added to the conversation's Highlights Carousel
Playing Back Highlights
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Navigate to a conversation of your choice (by browsing, searching, or filtering through the Conversations List, Saved Search list, Library, or Inbox)
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Find a highlight within the "Highlights" section of the conversation record page
- Click on the highlight to begin playback
Accessing Highlights
At present, highlights are only accessible in three ways:
- From within a given conversation you have already navigated to
- From an email notification (if someone on your team has shared one with you)
- From the Revenue app Inbox
- Users can also filter here for activity type "Highlight"
- Users can also filter here for activity type "Highlight"
- Sharing Highlights Internally
- Navigate to a conversation of your choice (by browsing, searching, or filtering through the Conversations List, Saved Search list, Library, or Inbox)
- Find a highlight within the "Highlights" section of the conversation record page
- Click the 'More' button to reveal a dropdown with various options
- Click the 'Share' button
- Select user(s) to share the highlight with
- Include an optional message with your share notification email by typing into the text box
- Click 'Share'
- Your recipient(s) will receive an email notification that includes a direct link to your highlight
- Alternatively, you can click on 'Copy Link' and paste the link elsewhere to manually share your highlight
Notes on Sharing
- Users can share any highlight they have permission to view (i.e. you are not limited to just sharing the highlights you have personally created)
- It is not currently possible to share highlights outside your organization
Managing Highlights
You are able to rename and delete highlights from within a given conversation to which a highlight belongs. Next to a given highlight, a 'More' button reveals a dropdown with options to rename or delete that highlight.
Renaming Highlights
- Select 'Rename' from the dropdown
- Enter a new name in the 'Title' field
- Click 'Save'
Deleting Highlights
- Select 'Delete' from the dropdown
- Confirm the deletion
Tips for Effectively Using Highlights
- Be Selective: Choose moments that truly represent key insights or learning opportunities.
- Use Labels: Clearly label your highlights for easy reference and sharing.
- Review Regularly: Make it a habit to review highlights regularly for continuous learning and improvement.
Frequently Asked Questions (FAQs)
Q: Can I edit a highlight once it's been created?
A: No, you cannot edit highlights after they've been created. To adjust the start and end points of an existing highlight, you must create an entirely new highlight.
Q: Are highlights ephemeral or otherwise stored for a limited period of time?
A: No, highlights are not ephemeral. They are stored indefinitely as part of your account (until manually deleted).
Q: Can I create highlights from mobile devices or is this feature desktop-only?
A: Highlights are desktop-only at this time.
Q: Is there a minimum conversation length to be able to clip a highlight?
A: Yes, conversations must be a minimum of 2 minutes in order to clip a highlight from it.
Q: Are there minimums and maximums for highlight duration?
A: Yes, highlights must be a minimum of 30 seconds long. There is no maximum limit.
Q: What are the requirements for highlight titles?
A: Highlight titles must be at least 3 characters long. Further, within a given conversation, highlights must be uniquely titled. However, within an entire customer account, there is no need for all highlights to be uniquely titled.
Q: Is there a limit to the number of highlights I can create from a single call?
A: There is no hard limit to the number of highlights you can create from a single call.
Q: Can I include custom metadata or tags with my highlights?
A: No, not at the moment.
Q: Can highlights be automatically generated based on predefined criteria, keywords, or other logic?
A: Automated highlight creation is an advanced feature that we are exploring, but is not currently available.
Q: Can multiple users collaborate on creating or reviewing a highlight?
A: There is currently no collaborative support for highlights. Highlights are created and managed by a single user. Admins can rename and delete other users’ highlights.
Q: Is it possible to track who viewed a shared highlight?
A: No, there are not currently any tracking capabilities for highlights. However, improvements to support this are on our roadmap, along with sharing highlights externally.
Q: Can I export / download highlights for offline use or reporting?
A: No, highlights are not individually exportable / downloadable.
Q: What happens if a recorded call is deleted? Do the highlights also get deleted?
A: Deleting a recorded call will also remove any associated highlights created from that call.
Q: How are highlight permissions handled?
A: Users can share any highlight they have permission to view (i.e. you are not limited to just sharing the highlights you have personally created)
Q: Can highlights be shared with people outside of a customer’s organization?
A: It is not currently possible to share highlights outside your organization