Voice Intelligence in Labs: Call Summaries and QA Scorecards

TL;DR

HighLevel released Voice Intelligence in Labs for recorded calls made on LeadConnector numbers. It adds post-call summaries, QA scorecards, and contact field suggestions that require manual review.

Who this affects

HighLevel has not confirmed which specific plans or user tiers receive access to this feature. It applies to sub-accounts that place and record calls using LeadConnector numbers. Agencies and clients that do not record calls or do not use LeadConnector numbers can safely ignore it.

What changed

HighLevel added Voice Intelligence under Labs. The feature includes the following updates:

• Added Voice Intelligence for recorded calls made with LeadConnector numbers.
• Added automated post-call summaries with customizable section types and section ordering.
• Added QA scorecards that score calls out of 10 and provide coaching tips based on custom criteria.
• Added contact and custom field update suggestions derived from call audio that require manual approval to save.
• Added call outcome suggestions restricted to predefined disposition lists.
• Added language configuration options for the generated call intelligence.
• Excluded voicemails and short calls from Voice Intelligence processing.

HighLevel has not confirmed usage limits, plan gating, or whether this replaces any existing transcription tools.

Where to find it

Enable the feature in Labs first. Once enabled, navigate to Settings > Phone System > Voice > Call Recording & Transcription > Voice Intelligence.

How agencies will use this

An agency configuring a client sub-account can set up custom QA criteria and a predefined disposition list under Voice Intelligence settings. When an agent completes a recorded call using a LeadConnector number, the system automatically processes the audio while ignoring short calls and voicemails. The agent or manager then opens the call record to inspect the summary, reviews the QA scorecard out of 10 alongside coaching notes, and confirms the call outcome. If the caller stated an updated email or custom data point on the call, the agent reviews the suggested contact and custom field updates and clicks to approve them into the contact record.

Our take

This is a major addition for teams handling sales or support through HighLevel. Post-call work usually eats up time, and standardizing summaries and QA scores across reps is typically difficult. Requiring manual approval before contact and custom field updates are saved is the right move to prevent bad data from overwriting contact records. Watch for announcements on plan gating and pricing, as HighLevel has not confirmed whether processing will carry additional usage costs once it leaves Labs.