{"article":{"id":48817515515021,"url":"https://betterworks.zendesk.com/api/v2/help_center/en-us/articles/48817515515021.json","html_url":"https://support.betterworks.com/hc/en-us/articles/48817515515021-Conversational-Intelligence-NextGen","author_id":484570113,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"upvote_count":0,"downvote_count":0,"section_id":360002683351,"created_at":"2026-09-11T00:05:48Z","updated_at":"2026-09-29T02:14:07Z","name":"Conversational Intelligence (NextGen)","title":"Conversational Intelligence (NextGen)","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-09-29T02:14:07Z","user_segment_id":null,"permission_group_id":1692152,"content_tag_ids":[],"label_names":[],"body":"

Note: The following article is only available for customers on the NextGen user interface. 

Contents

Overview

Conversation intelligence brings meeting content into Betterworks 1:1s and uses Betterworks AI to surface performance-relevant insights. Meeting content can enter Betterworks in two ways:

Both paths use the Betterworks AI processing pipeline to support meeting recaps, action-item and agenda-topic recommendations, AI Meeting Prep, and goal-related recommendations.

The Zoom integration is intended for users with an eligible paid Zoom account that has AI Companion Meetings enabled and transcript retention enabled by a Zoom administrator. Cloud recording is not required because Betterworks uses the transcript Zoom generates with AI Companion.

Users of Microsoft Teams, Google Meet, Gong, Fireflies, Notion, tl;dv, and other tools can use the manual input path. A native Microsoft Teams API integration is not available in Phase 1.

AI-generated recommendations do not update Betterworks performance records automatically. Users must explicitly review and confirm applicable recommendations before they are saved.

Conversation intelligence outputs

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OutputContextResult
Meeting RecapPost-meeting, sharedA structured recap visible to both participants. It can include key points and decisions, blockers categorized as Decided, Agreed, Open risk, or Noted, and follow-up points and commitments.
AI Meeting PrepPrivate per participantA personalized preparation brief based on available meeting history, open action items, meeting data, and goals. Each participant sees only their own brief.
RecommendationsPost-processingReviewable recommendations for action items, agenda topics, and goal creation or updates. Users can edit, accept, or discard applicable recommendations.
ClosuresPost-processingSignals supporting follow-through, including identification of completed action items and agenda topics.

Phase 1 limitations

Configuration

Zoom prerequisites

Before users can retrieve Zoom transcripts automatically, the organization must meet the following Zoom requirements:

The Zoom transcript retention setting is available in the Zoom web portal under Account Management Account Settings AI Companion General. It can also be configured per group in Zoom.

Note: If transcript retention is not enabled, Zoom AI Companion can still generate a meeting summary, but the transcript is discarded and Betterworks does not receive it.

Note: Cloud recording and audio transcription are not required. Betterworks does not join or record the meeting. Zoom generates the transcript natively. A Zoom host can also decline transcript retention for an individual meeting.

Enable the Zoom integration

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  1. \n

    A Zoom account administrator installs and authorizes the Betterworks app for the organization's Zoom account from the Zoom Marketplace.

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    Note: This step requires Zoom administrator rights. A non-admin Zoom user cannot authorize the application for the organization.

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    2. \n
  2. \n

    In Betterworks, an administrator enables the Zoom integration at the organization level from the Integrations page.

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    3. \n
  3. \n

    Enable 1:1 Meetings: AI Insights if the organization wants Betterworks to generate meeting prep, recaps, recommendations, and close suggestions.

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    Note: Enabling 1:1 Meetings: AI Insights disables the legacy AI Meeting Summary module. The two cannot run together.

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    4. \n

The 1:1 Meetings: AI Insights setting controls AI output only. The transcript experience, Zoom connection control, and calendar side panel remain available when AI Insights is disabled, so users can still view, upload, paste, and delete transcripts.

Connect a calendar

Each user must connect a Google or Outlook calendar before connecting Zoom. The Zoom connection control remains disabled until a calendar is connected.

Connect Zoom and provide consent

After the organization-level integration is enabled and a calendar is connected, each user connects their own Zoom account and provides consent.

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  1. Go to the Meetings page.
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  2. Open the meeting connections panel.
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  3. Under Meetings, locate Zoom.
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  4. \n

    Select Connect.

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    5. \n
  5. Review the Zoom connection and data usage information.
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  6. Complete the OAuth and consent flow to allow Betterworks to retrieve meeting transcripts.
    7. \n

 

Consent is recorded for the individual user. An administrator can make the integration available but cannot connect Zoom or consent on a user's behalf.

Zoom transcript retrieval and AI processing use separate consent gates.

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Participant AParticipant BSourceOutcome
AcceptedAcceptedZoomThe transcript is retrieved, stored, and used. Transcript-derived recap, prep, and recommendations can use the transcript.
AcceptedNot connected, pending, or withdrawnZoomThe transcript is retrieved and stored because one participant has accepted consent. Transcript-derived insights are not generated for either participant. Prep and recommendations use meeting data and goals without transcript-derived content.
Not connectedNot connectedZoomNothing is fetched from Zoom.
Participants cannot be resolvedParticipants cannot be resolvedZoomNothing is fetched because the participants cannot be resolved.
Any stateAny stateManual upload or pasteZoom consent is not checked. The transcript is processed and insights can be generated for both participants.
Accepted, then withdrawnAny stateEitherFuture generation halts. Recaps and briefs already generated are retained.

Note: For Zoom retrieval, at least one participant must have accepted consent before Betterworks fetches the transcript. Transcript-derived AI insights require consent from all participants.

Note: Manual transcript input is not gated by Zoom consent. Uploading or pasting the transcript acts as the uploading user's opt-in to processing.

Zoom transcript retrieval depends on the Betterworks 1:1 series being linked to its calendar event.

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  1. Use Bulk Create to locate eligible recurring calendar events.
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  2. \n

    Select the recurring event for the applicable 1:1 and link it to Betterworks.

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    3. \n

Bulk Create offers calendar events that meet the following conditions:

Note: Existing Betterworks 1:1s are not automatically linked when the Zoom integration is enabled. They do not receive Zoom transcripts until they are linked to their calendar events.

One-off meetings, meetings with an external participant, and meetings with a third invitee do not qualify for this linking workflow.

Usage

Retrieve a Zoom transcript

After an eligible Zoom meeting ends and Zoom finishes processing the AI Companion transcript, Betterworks receives the transcript event and attempts to associate the transcript with the corresponding 1:1.

Betterworks matches the transcript by:

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  1. Using the Zoom account ID to identify the Betterworks organization.
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  2. Matching the Zoom meeting ID against the conferencing meeting ID associated with the linked Betterworks meeting series.
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  3. Finding the meeting instance with a scheduled start time within three hours before or after the Zoom meeting start time. If more than one instance qualifies, the nearest scheduled start is used.
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  4. Attaching the transcript to that meeting instance.
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Note: A Zoom call that starts more than three hours from its scheduled time is not matched to a meeting instance.

If multiple Betterworks series use the same Zoom meeting ID, the most recently created series is selected. Reusing a Zoom Personal Meeting ID across several 1:1s can therefore cause a transcript to attach to the wrong series.

Speaker matching

Betterworks must match every participant in the 1:1 to at least one speaker in the transcript. Speaker names are matched case-insensitively and repeated whitespace is ignored. Betterworks compares transcript speaker labels with each participant's:

Otherwise, the names must match exactly. Abbreviated surnames, middle names or initials, and appended qualifiers do not match. Betterworks does not disambiguate participants who have the same name.

Speakers in the transcript who are not participants in the Betterworks 1:1 are ignored and do not cause ingestion to fail.

Note: If any 1:1 participant cannot be matched to a speaker, the transcript is not ingested.

Add a transcript manually

Users who do not use the Zoom integration can add transcript content to a completed 1:1 by uploading a file or pasting supported content. Manual input can be used with content from Microsoft Teams, Google Meet, Gong, Fireflies, Notion, tl;dv, or another source.

Manual upload and paste are available only after the meeting instance has ended. They are not available for an upcoming meeting.

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  1. Open the completed 1:1.
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  2. \n

    In the transcript area, select the option to paste a transcript or upload a file.

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    3. \n
  3. Paste valid WebVTT content or upload a supported transcript file.
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  4. Allow Betterworks to validate and process the transcript.
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Manual transcript requirements

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RequirementSupported value
File extensions.vtt and .txt
Maximum size5 MB
Content formatValid WebVTT
Required WebVTT contentA WEBVTT header line and at least one timestamp cue
EncodingUTF-8
Unsupported file extensionsSRT and DOCX

Note: The file extension does not determine whether the content is valid. Renaming plain text to a supported extension does not convert it to WebVTT. Pasted content must also include the required WebVTT header and timestamp cues.

For the most reliable result, download the transcript from the source tool and upload it without modifying its structure.

Manual transcripts use the same speaker-matching requirements as Zoom transcripts. If Betterworks cannot match both 1:1 participants to speakers, the transcript is rejected.

To resolve a speaker-matching problem, correct the speaker names in the transcript so that they correspond to the participants' Betterworks profile names, then upload the transcript again. There is no interface for manually mapping detected speakers to participants.

Manage transcripts

Within the 1:1 experience, users can view, copy, or delete available transcript records.

If more than one transcript exists for the same meeting instance, all available transcripts remain viewable, but the most recently ingested transcript is used for AI processing regardless of whether it came from Zoom, a file upload, or pasted content.

Review the AI Meeting Recap

After processing, Betterworks can display a structured AI Recap in the 1:1 detail page. The recap is shared with both participants and can include:

The recap is generated by the Betterworks LLM stack. Betterworks does not use the Zoom AI Companion meeting summary as the AI-generated Betterworks recap.

Review action-item and agenda recommendations

Betterworks can extract action items and key discussion topics from meeting context and present them as recommendations in the 1:1.

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  1. Open the completed 1:1.
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  2. Review the generated action-item and agenda-topic recommendations.
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  3. Edit, accept, or discard each applicable recommendation.
    4. \n

Note: AI recommendations are not written to Betterworks records without explicit user confirmation.

Review goal recommendations

Betterworks AI can identify goal-related signals, including goal progress mentions, new goal opportunities, and milestone updates. These can be presented as typed goal recommendations, including Create Goal for a manager and Suggest Goal for a report.

Relevant goal fields can be pre-filled using the identified meeting context. Users must explicitly confirm a recommendation before a goal is created or updated.

Goal context is permission-filtered. Only goals that the user has permission to access are used as context. A participant's private goals are not provided as context to the other participant.

Use AI Meeting Prep

AI Meeting Prep provides a private, persona-specific brief using available context from the last four completed meeting recaps, open action items, current meeting data, and current goals.

The manager and report receive separate briefs and cannot see each other's brief.

A manager brief can include:

A report brief can include:

Currently, the prep brief is generated when a transcript for the most recent completed meeting is retrieved or uploaded. It is not generated on a fixed 24-hour pre-meeting schedule and does not lock when the meeting begins.

Understand AI processing states

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
StatusMeaning
No InsightsThere is not enough permitted meeting data to generate useful insights, or AI insights are disabled by organization settings.
Processing InsightsNew meeting data is available and the AI pipeline is processing the applicable context.
AI Insights ReadyProcessing is complete and available insights are ready according to the user's permissions and persona.
AI Updates AvailableMeeting data has changed since the last generation, such as when a transcript arrives later or meeting content is corrected. The user can refresh the AI insights with the updated context.

When AI Updates Available appears, use the available refresh control to regenerate the recap, recommendations, and prep together using the updated context from the last completed meeting instance.

Note: Betterworks checks for changed meeting data when the page loads. You may need to reload the page before the update prompt appears.

FAQs

Does Betterworks record or join Zoom meetings?

No. Betterworks does not use a meeting bot and does not record the Zoom meeting. Zoom generates the transcript natively through AI Companion, and Betterworks retrieves the completed transcript through the Zoom API.

Is Zoom cloud recording required?

No. Cloud recording and audio transcription are not required. The organization must have the appropriate Zoom AI Companion Meetings functionality and transcript retention enabled.

Can I use conversation intelligence without Zoom?

Yes. Users can manually upload or paste supported transcript content into a completed 1:1. This path can be used with Microsoft Teams, Google Meet, Gong, Fireflies, Notion, tl;dv, and other meeting or transcription tools.

Is Microsoft Teams API integration available?

No. Native Microsoft Teams OAuth and transcript retrieval are not available in Phase 1. Teams users can use the manual input path.

Why is the Zoom connect control disabled?

A Google or Outlook calendar must be connected before a user can connect Zoom. The organization's Betterworks administrator must also enable the Zoom integration.

Why is my Zoom transcript not appearing?

A Zoom transcript may not reach the 1:1 when one or more required conditions are not met. Verify the following:

Why was my manual transcript rejected?

A manual transcript can be rejected when:

Can I paste plain transcript text?

Not in Phase 1. Pasted content must be valid WebVTT and include a WEBVTT header and at least one timestamp cue. Plain transcript text without this structure is rejected as malformed.

What happens if Betterworks cannot match a speaker?

If Betterworks cannot match every 1:1 participant to at least one transcript speaker, the transcript is not ingested. Correct the speaker names in the transcript so they correspond to the participants' Betterworks profile names and upload it again. There is no screen for manually mapping speakers to participants.

What happens if multiple transcripts exist for one meeting?

Phase 1 uses the most recently ingested transcript for AI processing, regardless of whether the transcript came from Zoom, an uploaded file, or pasted content. Other available transcripts remain viewable. Betterworks does not combine multiple transcripts into a single AI-processing context in Phase 1.

Yes. Betterworks can retrieve and store a Zoom transcript when at least one participant has accepted consent. However, transcript-derived AI insights are generated only when all participants have accepted consent. If one participant has not accepted consent, prep and recommendations can still use meeting data and goals without transcript-derived content.

No. Manual transcript uploads and pasted transcripts are not gated by Zoom consent. Betterworks processes manually supplied content based on the uploading user's decision to provide it.

What happens when a user withdraws consent?

Withdrawing consent stops future transcript-derived generation. Insights that were already generated are retained.

Are AI Meeting Prep briefs shared?

No. AI Meeting Prep is private and persona-specific. The manager and report each see only their own brief.

Do AI recommendations automatically change Betterworks records?

No. Recommendations remain suggestions until the user explicitly confirms the applicable action. Users can review, edit, accept, or discard recommendations before they affect Betterworks records.

How long are transcripts retained?

There is no automatic transcript expiration in Phase 1. Transcripts persist until a user deletes them. Customer offboarding is handled under Betterworks' standard retention policy.

Can an admin enable AI Insights for specific departments or groups?

No. Department and group-level enablement are not available in Phase 1.

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