Enlighten Basic Features Guide
What is Enlighten Basic?
Enlighten Basic is an AI-powered feature that automatically transcribes and summarizes every call, providing your team with conversation intelligence before, during, and after customer interactions. For just $15 per user per month, Enlighten Basic eliminates manual note-taking and gives your team the context they need to have better conversations.
Key Features
1. Automatic Call Transcription and Summaries
Every call is automatically transcribed with high-accuracy speech-to-text conversion. Within 30 seconds of a call ending, you'll receive:
- AI-generated summary highlighting key points and outcomes
- Full call transcript for detailed review
- Sentiment analysis showing the customer's emotional state
- Action items and next steps automatically identified
- Call importance rating to help prioritize follow-ups
2. Pre-Call Context (Incoming Calls)
When you receive an incoming call from a known contact, Enlighten Basic automatically displays insights from their last interaction:
- Last call summary - Quick overview of the previous conversation
- Sentiment and importance - Understand the customer's state of mind
- Intent - What the customer was trying to accomplish
- Suggested next steps - Pick up where the last conversation left off
This means you can answer the call with "I see we discussed X last time" instead of "How can I help you today?"
Note: This feature loads automatically when enabled and requires no additional action from you.
3. During-Call Customer History
While you're on an active call, you can access the complete conversation history with that customer:
- View summaries from previous calls with this contact
- See contributions from all team members who've spoken with the customer
- Access full transcripts for detailed reference
- No need to put customers on hold to look up information
To view insights during a call:
- Tap the Insights button during the active call
- Scroll through the call history cards
- Expand any call to see the extended summary and transcript
4. Contact Card Insights
When viewing a contact in your directory, you'll see their complete AI-powered conversation history:
- Chronological list of all calls with AI summaries
- Quick access to transcripts
- Sentiment trends across interactions
- All team members' interactions in one place
This is perfect for preparing before making an outbound call or reviewing a customer's complete journey.
5. Enhanced Call History
Your call history page now includes AI insights for every call:
- Expanded call cards showing key points and outcomes
- Chronological organization with clear date/time stamps
Dates are displayed relative to today:
- Today: Shows time (e.g., "2:34pm")
- Yesterday: Shows "Yesterday"
- This week: Shows day of week (e.g., "Monday")
- Older: Shows date (e.g., "5th November")
6. Automatic Documentation
After every call, Enlighten Basic automatically:
- Generates a complete summary with transcription, key points, and action items
- Emails the summary to you (if enabled in settings)
- Syncs to your CRM through native integrations or webhooks
- Makes insights available to all team members immediately
No manual data entry. No copying and pasting. Everything is documented automatically.
Integration Capabilities
CRM Integration
Enlighten Basic automatically syncs call summaries and transcripts to your CRM:
- Native integrations with major CRM platforms
- Automatic updates - no manual data entry required
- Complete audit trail maintained automatically
- Consistent documentation across all team members
API and Webhook Access
For custom workflows and integrations:
- Webhook events emit summaries and transcripts in near real-time
- API endpoints retrieve historical profiles, summaries, and transcripts
- Flexible integration fits your existing workflows
Visit our API documentation for technical details.
Access and Visibility
Who Can See Enlighten Summaries?
- All Spoke Phone users in your organization can view AI summaries and insights
- You don't need an Enlighten Basic license to see summaries - only to generate them
- This creates a shared customer memory across your entire team
License Requirements
To generate AI summaries for your calls, you need:
- An active Spoke Phone license
- An Enlighten Basic add-on license ($15/month per user)
- Your organization must be on the newer License Pool model
Data Retention and Privacy
- Transcripts and summaries are retained for the life of your contract
- No automatic deletion - your conversation history is preserved
- Assign contacts feature can control which users see which customer information
- English language is the only fully supported language today
Current Limitations
- Processing time: Summaries generate post-call, typically within 30 seconds
- Language support: Optimized for English
- Compliance: Not currently certified for HIPAA or SOC2 compliance environments
- Live transcription: Transcripts are generated after the call, not in real-time
Getting Started
- Ask your administrator to add an Enlighten Basic license to your account
- Receive a welcome email with setup instructions
- Adjust your personal settings (see Settings article)
- Start making calls - summaries generate automatically!
Need Help?
- Contact support at Contact Us
- Visit our Enlighten Basic migration guide for legacy customers
- Check out the Enlighten Basic settings article for configuration options
Stop writing notes. Start having better conversations.