Default Trackers Follow

Default trackers are ready-to-use trackers that help you identify common topics or themes in customer calls. These system-defined trackers come preconfigured, making it easy to start tracking and gaining insights without any setup hassle. They are ideal for monitoring customer needs, addressing concerns, and uncovering growth opportunities—all with minimal effort.

Topics Covered

• Key Features of Default Trackers
• How to Enable Default Trackers
• List of Default Trackers

Key Features of Default Trackers

• Predefined & Ready to Use: These trackers are built for specific use cases and are ready to use without any configuration.
• Non-Editable: Being system-defined, they cannot be modified or trained.
• Enable/Disable Options: Easily activate or deactivate trackers based on your requirements.
• Cannot Be Deleted: Default trackers are permanently available and can be activated or deactivated as per your needs.

How to Enable Default Trackers

• Navigate to Setup.
• Select Sandy AI from the left sidebar.
• Click on Trackers.

• Locate the tracker you want to enable from the list of default trackers.
• Hover over the tracker and click Enable from the action menu.

List of Default Trackers

Below is the list of default trackers available in Salesmate, along with their purpose:

Customer Support

• Account Management: Detects conversations about account-related issues, such as password resets or updating personal details.
• Billing Questions: Tracks inquiries or concerns related to billing discrepancies or incorrect charges.
• Cancellation: Recognizes discussions where the customer wants to terminate an account, service, or order.
• Complaint: Tags conversations where customers express dissatisfaction with a product, service, or company.
• Service / Maintenance: Tracks discussions about product servicing or maintenance needs.
• Shipping & Delivery: Recognizes concerns or questions about shipping, delivery status, or tracking.
• Tech / Product Support: Identifies calls requiring technical support, such as installation or troubleshooting assistance.
• Warranty: Tracks discussions about warranty-related questions or concerns for products/services.

Sales

• Purchase: Detects interest in purchasing, upgrading, or adding products/services, including pricing or promotional inquiries.
• Decision Criteria: Detects mentions of specific factors influencing the customer’s purchasing decisions.
• Decision Process: Identifies stages in the customer’s buying journey or decision-making process.
• Customer Pain: Highlights challenges or problems the customer is trying to resolve.
• Champion: Recognizes discussions involving internal advocates for the product or service within the customer’s organization.
• Competition: Tracks mentions of competitors and their offerings during the call.
• Next Steps: Detects agreements on follow-up actions or the next steps in the process.
• Compelling Event: Recognizes mentions of significant events influencing a deal, such as competitor launches or business changes.

Operations

• Appointment: Identifies calls where the customer wants to schedule a service or consultation appointment.
• Redirect: Identifies requests for transferring or redirecting the call to another department or individual.
• Order Status: Monitors calls asking about the status of a placed order or other entities.
• Return / Exchange: Tags calls related to product returns or exchanges.

Others

• Feedback: Captures feedback provided by customers or requests to participate in surveys about their experience.
• Loyalty & Rewards: Tracks inquiries related to loyalty programs or rewards points.
• Compliance: Highlights discussions about validating or verifying certain objects and entities.
• Legal: Detects conversations involving legal questions or concerns related to products, services, or the company.