Tracker types and use cases
Trackers monitor your calls and emails for specific mentions — a competitor's name, a product feature your team is pitching, an objection phrase, or any other signal that matters to your business. When a tracker fires, it logs the mention in the call record and surfaces it in Insights.
Go to Settings > Analysis > Trackers to create and manage trackers.
Tracker categories
Every tracker belongs to one of three categories. The category determines how the mention is classified in your analytics.
- Watchword — general-purpose tracking for any phrase or topic. Use this for objection phrases, compliance language, product terminology, or anything that does not fit the other two categories.
- Product Feature — tracks mentions of specific features in your product. Useful for understanding which capabilities come up in sales conversations and how often.
- Competitor — tracks competitor mentions. These feed into the Competitor Mentions metric in Win/Loss analysis and appear as flags on deal boards.
Detection methods: keyword vs. smart
Each tracker uses one of two detection methods.
Keyword trackers
A keyword tracker fires when an exact phrase (or close variation) appears in the transcript. You define the phrases to match. This is reliable and fast — good for proper nouns, product names, and phrases with a fixed form (for example, "pricing objection", "contract renewal", a competitor's brand name).
Smart trackers
A smart tracker uses AI to detect the concept you care about, not just a literal phrase. Instead of listing keywords, you provide 10 to 100 example sentences that represent the concept. The AI learns from those examples and identifies similar language even when the wording varies.
Use smart trackers when the thing you want to track can be expressed many different ways — for example, a rep showing urgency, a customer expressing budget concern, or a conversation turning toward a timeline discussion. A keyword tracker would miss most of those variations. A smart tracker catches them.
Smart tracker examples should be realistic and varied. If all your examples look the same, the model will only catch that one pattern. Aim for diversity — different speakers, different phrasings, different levels of directness.
Tracker configuration options
When creating any tracker, you set:
- Speaker — whether to track mentions from the internal speaker (your rep), the external speaker (the customer), or either
- Sentiment — tag the mention as positive, negative, or neutral
- Channels — enable the tracker on calls, emails, or both
- Tags — add comma-separated tags to organise trackers in the list
Where tracker data appears
- Call page — matched trackers are highlighted in the transcript
- Insights > Trackers — trend data showing how often each tracker fires across your team
- Win/Loss analysis — Competitor trackers feed the Competitor Mentions metric
- Deal boards — competitor tracker hits appear as flags on individual deals
- Call summaries — tracker mentions can surface in AI-generated summaries
Limits
- Smart trackers require a minimum of 10 example sentences and accept up to 100.
- Trackers can be enabled or disabled individually without deleting them.
For step-by-step creation instructions, see Create keyword trackers and Guidelines for building trackers.
If you need help, contact us at support@outdoo.ai.