Guidelines for building trackers
Keyword trackers in Outdoo AI let you monitor specific words, terms, or phrases mentioned during conversations.
Key elements of a keyword tracker
Tracker name
A descriptive title that reflects the purpose of the tracker. The name itself is not tracked unless added as a phrase.
Language
Set a default language (e.g., English) for the tracker. Add phrases in multiple languages by selecting + Add Another Language.
Phrases to track
Enter keywords or phrases separated by commas, for example: discount, best price, save.
- To track related word forms such as "renew" and "renewal", check Include Related Word Forms.
- Use quotation marks for numbers that contain commas (e.g., "10,000").
Track when said by
Choose who should trigger the tracker:
- Anyone to track the phrase regardless of speaker.
- Company Employees to track phrases spoken by internal team members.
- External Participants to track phrases spoken by customers or prospects.
Additional filters
Refine when the tracker applies:
- Call Context: Track phrases in specific scenarios such as questions, early-stage discussions, or specific topics.
- Call Filters: Limit tracking to calls from certain team members or pipeline stages.
Tracker display options
Choose where tracker results appear:
- Call Page: Shows tracker mentions during a call.
- Emails: Includes tracker mentions in post-call summaries.
- CRM Export: Adds tracker data to CRM reports.
- API and Insights: Makes tracker data available via APIs or deal insights.
Checklist for building effective trackers
Define the purpose. What business question should the tracker answer? Example: Are competitors mentioned in late-stage deals?
Decide who to track. Determine if the tracker applies to internal employees, external participants, or both.
Balance precision and recall. High precision means results are relevant. High recall means most relevant mentions are captured, even if some less relevant results appear.
Run a reality check. Test your proposed phrases by filtering calls on the Search page. Confirm the phrase appears in at least 5 calls and read call snippets to verify contextual accuracy.
Refine your phrase list. Add or remove phrases based on your reality check. Avoid overly general, long, or redundant phrases.
Review the tracker. After setup, test on 3 to 5 call pages to confirm it meets your expectations.
Common tracker pitfalls
Overly general phrases: Terms like "quality" may produce irrelevant results. Use specific phrases like quality assurance instead.
Context overlap: Avoid phrases that appear in multiple unrelated contexts. For example, want to let you know may appear in recording notifications and unrelated conversations.
Long or complex phrases: Long phrases are less likely to match exact wording in calls. Keep phrases concise.
Missed common denominators: Use common words (e.g., ballpark) when they cover multiple relevant phrases such as ballpark figure or ballpark price.
Redundant phrases: Avoid duplication. For example, our budget already includes out of our budget.
Pronunciation variations: Add pronunciation variants (e.g., Salesforce.com, SFDC) to the custom vocabulary, not to trackers.
Overlapping trackers: If two trackers share more than 50% of their phrases, consider differentiating them or using more specific phrases.
Example tracker: Legal mentions
Purpose: Identify mentions of legal topics in deals, such as NDAs or contracts.
Track when said by: Anyone, as legal mentions from both sides are relevant.
Initial phrases: legal team, NDA, contracts, general counsel
Refined phrases added: DocuSign, MSA, red-lines, non-disclosure
Reality check finding: "Agreement" was too generic and did not relate to legal contexts. Removed.
Final phrases: legal, NDA, MSA, DPA, amendment, DocuSign, red-lines
Example tracker: Privacy concerns
Purpose: Surface customer concerns about privacy or data sensitivity.
Track when said by: External participants (customers or prospects).
Initial phrases: privacy, data privacy, consent
Refined phrases: privacy concerns, legal implications, sensitive data
Reality check finding: "Consent" frequently appeared in irrelevant contexts such as consent pages. Removed.
Final phrases: privacy concerns, privacy issues, recording customers, without consent, sensitive information