Moments in Empower allow you to automatically categorize call moments based on conversation context rather than simple keywords, providing accurate insights into your calls. In this guide, you’ll learn how to explore moment templates, create custom moments with AI context prompts, configure advanced key points, and assign users.

Create and manage smart moments

1. Access Moments and explore predefined templates

Navigate to your AI settings in Empower to view moment templates or create custom moments.

1. Go to AI customizations in the sidebar to access your AI settings.
2. Select Moments to view available moment templates.
3. Review predefined templates covering topics such as turn signals or technical problems.

2. Create a custom moment and set AI context prompts

Build a custom moment from scratch and define how Empower should interpret conversation context.

1. Click on Create to start a new custom moment.
2. Customize the color and emoji associated with your moment.
3. Type a Name for your moment.
4. Choose which team the moment will be associated with.
5. Enter a description explaining how Empower should interpret this moment and provide conversation context.
6. Refine your prompt to make moment detection even more precise.
7. Click on Advanced settings to expand additional configuration options.

3. Configure key points

Set up specific information fields and evaluation formats for your detected moments.

1. Review the key points suggested by the AI based on your prompt, or add custom key points
2. Select your preferred format for each key point:
   • Short answer
   • Numeric value
   • Yes / No (e.g., to confirm if a customer has a specific deadline or agreed step)
   • Multiple choice
   • List of values

Using key point formats like Yes/No or numeric values allows Empower to extract structured data—such as deadlines or key metrics—directly alongside the moment summary.

4. Assign users, save your moment, and review call details

Assign team members to the moment and inspect detected moments inside call conversations.

1. Select the users who will use this moment.
2. Click on the Create moment button to save your new moment.
3. Open any conversation in Empower where a moment was detected.
4. Click on the moment details to view a brief summary and the configured key points.

🎉 You now know how to create and manage Moments in Empower and can gain deeper, context-driven insights from every call conversation!