What is sipgate Conversation Intelligence?

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

Conversation Intelligence (CI) evaluates call content across the account. Unlike AI Assist CI functions are enabled 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.

Note in the app: If you are working in a channel for which CI has been enabled, sipgate shows the following note directly in the channel – both in the desktop app and in the mobile apps: "Conversation Intelligence enabled. Conversations in this channel are analyzed with AI support." The notice is for information only: you cannot disable the feature for yourself, as 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 applied since 2 August 2026. For more information on data protection and AI, see the article Data protection and AI functions in the sipgate app.

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 call content?	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

Overview of CI functions

• 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?

• 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?

CI webhooks must not 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?).

Prerequisite: For all CI functions, admin access as well as activated transcription for the respective channel or agent (Business or Premium plan) is required.