Overview
Conversation Intelligence brings AI-analyzed phone, chat, and email interactions you’re having with customers directly into Heap. This gives Product teams the ability to see customer conversations and customer behavior together in the same place, with no new tool to learn and no warehouse query to write.
This can help you answer questions like:
- What's driving customer contact, and how can I use that to understand my funnel?
- What aspects of our recent release are users struggling with?
- Which product areas generate the most customer friction - and what kind?
- Where should we invest? Self-service, training, or product fix?
- What's the impact of product issues on customer adoption, usage, and retention?
How it works
Once Conversation Intelligence is enabled on your account, you will see a new event type called Conversation in your Heap environment.
Each Conversation event includes conversation attributes derived from AI models that describe the support interaction, such as the Contact Driver, Root Cause, Sentiment, and other conversation-level signals. See Conversation event schema below for the full list.
We support conversations from the following CRMs: Zendesk, Intercom (includes Fin), Salesforce Service Cloud, and Ada.
Setup
Contact your CSM to purchase the Conversational Intelligence add-on and set it up.
Conversation event schema
Identifiers & Source
| Property | Description | Example |
| Conversation ID | Unique identifier for the conversation (Loris DB ID) | — |
| Source System | CRM platform the conversation was imported from | Zendesk, Intercom, Five9 |
| Source Ticket ID | Ticket ID in the original source system | — |
| Conversation Type | High-level conversation channel grouping | Email, Chat, Voice |
| Channel | Specific communication channel | WhatsApp, Facebook, Instagram, SMS, Chat, Email, Voice, Phone |
| Conversation Created | Timestamp when conversation/ticket started in source system | 2026-02-14T09:32:00Z |
Timing & Effort Metrics
| Property | Description | Notes |
| Handle Time | Total handle time in seconds | Channel-specific |
| First Response Time | Seconds between conversation creation and first agent response | — |
| Average Response Time | Average response time across all agent messages | Chat-only |
| Number of Exchanges | Back-and-forth exchanges between customer and agent | — |
| Number of Customer Messages | Count of messages from the customer | — |
| Number of Agent Messages | Total count of agent messages | — |
| Number of Bot Messages | Count of messages sent by bot agents | — |
| Number of Human Agent Messages | Number of human agent messages | — |
| Bot Only | Is number of human agent messages is 0 | — |
Contact Driver Classification (3 Levels)
| Property | Level | Description | Example |
| Contact Driver Area of Business | L1 | Broadest category of business area driving support contacts | Subscription Management, Order Issues, Security, Reservations |
| Contact Driver Category | L2 | Mid-level grouping of related contact reasons within the business area | Subscription Cancellation, Refunds. Identity Theft incident, Manage reservation |
| Contact Driver | L3 | Primary reason for contact support; what they were experiencing or needed help with, from the customer's point of view | Cancel Subscription – Refund Request, Data leak, Change flight |
| Topics | Separated list of topics covered in the conversation | Cancel subscription, cancel charges, refund on the same conversations, Upgrade seat |
Note: Contact Drivers are dynamic - names can be changed and assignments to conversations can be updated over time; Topics not always assigned.
Quality & Sentiment
| Property | Description |
| Conversation Quality Score (CQ) | Numeric quality score of the solving agent’s interaction - 1-5 star scale. |
| First Sentiment | Sentiment score of the first customer message. A 5-point scale from −2 (most negative) to +2 (most positive), where 0 is neutral. |
| Last Sentiment | Sentiment score of the last customer message. A 5-point scale from −2 (most negative) to +2 (most positive), where 0 is neutral. |
| Sentiment Delta | Change from first to last — negative = customer left angrier; positive = process improved their experience |
Resolution
| Property | Description | Values |
| Resolution Status | Whether the issue was resolved | Resolved, Not Resolved, Cannot Determine |
| Resolution Reasoning | Generate resolution reasoning | — |
Intelligence & Classification
| Property | Description | Example |
| Root Cause | The company-side diagnosis of what caused the issue - how the business owns and categorizes the underlying operational problem | Alert and Notification issues management, Identity Theft and Fraudulent Activity Concerns |
| Root Cause Class | Root cause grouped into a standardized category | — |
| Frequently Asked Question Class | Customer questions classified into FAQ categories | How can I freeze my credit report and ensure all my credit is securely frozen? |
| Primary Bucket | Product or Policy Opportunity classification | — |
| Topics | Topics covered in the conversation (|| separated) | Wrong address, Discount request |
| Product Lines | Product-line mentions detected (|| separated) | Identity Guard, Product - Parental control |
| Competitors | Competitor mentions detected (|| separated) | T-Mobile, AmEx, Verizon, Trustworthy |
| Agent actions | || separated list of agent actions | Empathy, Reassurance, Recognize the issue raised, verification, Policy explanation |
Markers & Tags
| Property | Description |
| Reasons to Review | Conversation markers flagging notable events: Escalation, Profanity, etc. |
| Conversation Markers | All conversation-level markers (|| separated) |
| Platform Tags | Platform-specific tags from the source system (|| separated) |
Example
Let's say you want to know which Contact Drivers are delivering the worst customer experience and need attention from leadership.
Create a new Usage over time chart. On the Conversation event, add an Event Filter: Conversation Quality Score < 3 AND/OR Last Sentiment < 0. Group by Contact Driver, and then rank by average score.
Save your chart and click Subscribe to send this information to stakeholders at a regular cadence.