> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/was-ist-sipgate-conversation-intelligence.md).

# What is sipgate Conversation Intelligence?

Conversation Intelligence (CI) explained: account-wide analysis of call content by admins, separate from the user-visible AI Assist features.

Conversation Intelligence (CI) evaluates call contents across the account. Unlike [AI Assist](/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/was-sind-die-sipgate-ai-features.md) CI functions are activated and configured by admins or team leads – the results relate to the conversations of all users in the account, but are not directly visible to the individual user at the call event in the sipgate app.

{% hint style="info" %}
**Note in the app:** If you are working in a channel for which CI has been enabled, sipgate displays the following notice directly in the channel – both in the desktop app and in the mobile apps:\
\
*"Conversation Intelligence activated. Conversations in this channel are analyzed with AI support."*\
\
The notice is for informational purposes only: you cannot disable the function for yourself, since CI is controlled account-wide by the admin or team lead. If you have any questions, please contact your admin or team lead. The display fulfills the transparency obligations under Art. 50 of the EU AI Act, which have been in force since August 2, 2026. Further information on data protection and AI can be found in the article [Data protection and AI features in the sipgate app](/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/datenschutz-und-ai-funktionen-in-der-sipgate-app.md).
{% endhint %}

## What is the difference between CI and AI Assist?

|                              | AI Assist                                     | Conversation Intelligence (CI)                                         |
| ---------------------------- | --------------------------------------------- | ---------------------------------------------------------------------- |
| Who activates it?            | Each user for themselves                      | Admins/team leads, account-wide                                        |
| Whose conversation contents? | The user's own calls                          | Calls of all users in the account                                      |
| Where visible?               | Directly at the call event in the sipgate app | Not at the call event, but in separate admin areas or external systems |

## CI features at a glance

* **Custom Fields:** Admins define fields that the AI extracts from each call and collects in the Data Hub. More on this in the article [What are Custom Fields?](/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/was-sind-custom-fields.md)
* **CI Webhooks:** Admins set up in the **App Web** webhooks through which transcripts, summaries, and other call data are automatically transmitted to external systems such as a CRM. More on this in the article [How can I set up CI webhooks for sipgate Conversation Intelligence?](/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/wie-kann-ich-ci-webhooks-fur-sipgate-conversational-intelligence-einrichten.md)

{% hint style="info" %}
CI webhooks are not to be confused with the AI Assist webhook: This is set up directly in the sipgate **Desktop App** and transfers the AI Assist results of a single channel (see [How do I set up the sipgate AI Assist Webhook?](/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/wie-richte-ich-den-sipgate-ai-assist-webhook-ein.md)).
{% endhint %}

**Prerequisite: F**or all CI functions, admin access and activated transcription for the respective channel or agent (Business or Premium plan) are required.


---

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