This guide describes the steps to create and manage Moments (automatic tags) in Empower, assigning them to users, and utilizing them for call workflows.

Creating a moment

1) Create a new Moment

• Go to the "moment" section in AI Customization tab.
• Click on "Add Moment". You’ll have three options: create based on a role, using a custom prompt, or manually.
• Give your new moment a name, and pick your favorite color and an emoji.

Choose your moment's behavior

Choose the moment's behavior by selecting who the system should listen to. You can choose to listen to only the agents keywords, only the clients, or both.

Add your Keywords

Describe your moment's topic and refine it with AI. Next, click on generate keywords and phrases (be sure to do this in all relevant languages).

• Describe your moment using AI
• Then, click on 'Generate keywords and phrases'. 
• You can repeat the process in all relevant languages.

Add your users 

• Select the users who will use this moment.

2) Example of use

The next time you make a call and use one of the predefined keywords, the moment will be triggered automatically.

If needed, you can also add the moment to a call manually.

Moments can be very useful for triggering automated workflows. For example, you can set up a workflow that triggers based on a specific keyword to automatically perform actions such as:

• Adding a flag to the call accordingly.
• Sending you an email about that call.
• Sending a Slack message.

🎉 Following these steps ensures you now know how to successfully create and manage a moment in Empower.