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Moments are anything interesting that happens at a particular point in the conversation.
All Moments can have a comment/note associate with them, so you can go into the conversation and add additional detail.
Let's start with the most basic type of Moment, one that you manually add to a conversation after the fact.
Manual Moment
We find these are useful for calling out important points during the call that you want others to see, or to remind yourself of something in the future. By default, you'll have a manual Moment called "Note", which is useful for adding, well, notes!
You can also create other Manual Moments in the Moments editor, to create topics or points that are useful to you and your use cases.
Keyword Detection
A keyword detection Moment allows you to look for a word or two mentioned by a particular caller in a conversation. These Moments are automatically triggered upon processing a conversation, so they will be in the conversation when you first view it.
First, you'll notice that you can choose which caller should trigger this Moment. In some cases, you may only want to trigger it if the other person on the call says the word, or vice versa - if you said the word on the call, or if any caller says the word.
Next, you can define a list of words. For example, if you wanted to create a Moment named "Action Items", you might include words like "follow up, let's do, next step, responsibilities, action item" in this list. We also recommend checking the box for "similar to the above words", which allow s Recap to automatically expand your word list to include similar words.
Group Moments
If you are a supervisor in Recap, you can set any of your moments to be "Group Moments", which will automatically make those Moments show up for all people that you have Supervisor rights over. They will see these Moments in their conversations if they login and view a conversation, and you will see them when looking through the Team Conversations view in Recap. Only you, and other Supervisors, will have the ability to modify, add, or delete Group Moments.