---
title: Call Topics
description: call topics
---

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1. [Knowledge Base](https://knowledge.meetkasper.com/knowledge?hsLang=en)
2. [Call Intelligence](https://knowledge.meetkasper.com/knowledge/call-intelligence?hsLang=en)

# Call Topics

### **Overview**

Every day, important information is hidden inside patient phone calls.

A patient may cancel an appointment, fail to confirm a visit, request insurance information, ask about treatment financing, or call with an urgent concern. Traditionally, identifying these conversations requires manually reviewing recordings, transcripts, or notes—an approach that is time-consuming and easy to miss.

**Call Topics** helps you automatically identify **what happened** during each conversation, **surface important outcomes**, and ensure **follow-up actions** reach the right people.

Using AI-powered call analysis, Call Topics can:

- Categorize calls based on what was discussed
- Answer important business questions about the conversation
- Notify staff when attention is needed
- Create follow-up tasks automatically
- Summarize important call activity throughout the day

Instead of searching through recordings, your team can focus on responding to the conversations that matter most.

---

### **How Call Topics Work**

Call Topics uses AI to analyze call recordings and voicemail transcripts.

Once a conversation has been reviewed, Kasper automatically assigns one or more topics based on what was discussed.

Examples include:

- Cancellation
- Appointment Confirmation
- Scheduling a New Appointment
- Insurance Verification
- Payment Requests
- Rescheduling an Appointment

A single call may be assigned multiple topics if several subjects were discussed during the conversation.

For each topic, Kasper can evaluate custom questions and determine whether important actions were completed during the call.

---

### **Accessing Call Topics**

Navigate to:

**Settings → Call Intelligence → Topics**

**![Screenshot 2026-06-07 at 2.46.04 PM](https://knowledge.meetkasper.com/hs-fs/hubfs/Screenshot%202026-06-07%20at%202.46.04%20PM.png?width=500&height=280&name=Screenshot%202026-06-07%20at%202.46.04%20PM.png)**

From this page, you can:

- Create new topics
- Add questions
- Configure notification rules
- Create automated workflows
- Edit or remove existing topics

---

### **Creating a Topic**

Topics define the types of conversations you want Kasper to identify.

To create a topic:

1. Navigate to **Settings** **→ Call Intelligence → Topics**
2. Click **+ Add Topic**
3. Enter a Topic Name
4. Add one or more questions
5. Click **Save**

**![Screenshot 2026-06-07 at 2.47.48 PM](https://knowledge.meetkasper.com/hs-fs/hubfs/Screenshot%202026-06-07%20at%202.47.48%20PM.png?width=400&height=127&name=Screenshot%202026-06-07%20at%202.47.48%20PM.png)**

### ![Screenshot 2026-06-07 at 2.48.02 PM](https://knowledge.meetkasper.com/hs-fs/hubfs/Screenshot%202026-06-07%20at%202.48.02%20PM.png?width=400&height=217&name=Screenshot%202026-06-07%20at%202.48.02%20PM.png)

### Examples of Topics

- Cancellation
- Appointment Confirmation
- Insurance Verification
- Treatment Inquiry
- Payment Request
- New Patient Call

---

### **Adding Questions**

Questions allow Kasper to evaluate what happened during the conversation.

Each question should be written so it can be answered using information discussed during the call.

![Screenshot 2026-06-07 at 2.50.33 PM](https://knowledge.meetkasper.com/hs-fs/hubfs/Screenshot%202026-06-07%20at%202.50.33%20PM.png?width=500&height=160&name=Screenshot%202026-06-07%20at%202.50.33%20PM.png)

Examples:

#### Cancellation

- Did the patient provide a reason for cancellation?
- Did the agent offer another appointment time?
- Was the appointment rescheduled?

#### Appointment Confirmation

- Was the appointment confirmed?
- Did the patient request to reschedule?

#### Insurance Verification

- Was insurance successfully verified?
- Was additional information required?

--\> Questions can be added when creating a topic or later by editing an existing topic.

---

### **Creating Automated Workflows**

Each question can trigger automated actions based on the answer.

Separate rules can be configured for:

- If Answer is Yes
- If Answer is No

This will allow you to automate follow-up processes based on specific outcomes.

Example:

Question: "Did the agent offer another appointment time?"

If Answer is No:

- Notify the office manager
- Create a follow-up task

![Screenshot 2026-06-07 at 11.39.51 AM](https://knowledge.meetkasper.com/hs-fs/hubfs/Screenshot%202026-06-07%20at%2011.39.51%20AM.png?width=500&height=335&name=Screenshot%202026-06-07%20at%2011.39.51%20AM.png)

### Available Actions

#### **Text Notifications**

Send an SMS notification when a rule is triggered.

Text alerts can be sent to one or multiple recipients.

Example: Notify a scheduling coordinator whenever a patient cancels an appointment.

#### **Email Notifications**

Send email notifications to:

- Individual users
- Multiple recipients
- Notification lists

Example:

Notify office leadership whenever a patient expresses dissatisfaction during a call.

---

### **Create a Task**

Automatically create a Kasper task when a rule is triggered.

Tasks can be assigned to team members responsible for follow-up.

Example:

Create a task whenever a patient requests insurance information that requires additional research.

---

### **Custom Alert Messages**

Each workflow includes a custom message that provides context when notifications are sent or tasks are created.

Example:

{Caller Name} appointment was rescheduled.

Custom messages help staff quickly understand what happened without reviewing the entire call.

---

### Dynamic Variables

Variables can be inserted into custom messages to automatically include information from the conversation.

Available variables include:

- Office Name
- Question Name
- Call Link
- Caller Number
- Call Date
- Caller Name

Example:

{Caller Name} canceled their appointment on {Call Date}. Review the conversation here: {Call Link}

Variables make notifications more actionable and reduce the need for manual investigation.

---

### Priority Alerts

Some conversations require immediate attention.

Enable **Mark as Urgent** to send notifications as soon as the rule is triggered.

When enabled:

- Notifications are delivered immediately

When disabled:

- The event is included in the daily Call Topics summary

 

### Viewing Call Topic Results

Call Topics are available directly within Calls & VM

![Screenshot 2026-06-07 at 3.08.54 PM](https://knowledge.meetkasper.com/hs-fs/hubfs/Screenshot%202026-06-07%20at%203.08.54%20PM.png?width=500&height=205&name=Screenshot%202026-06-07%20at%203.08.54%20PM.png)

For each conversation, Kasper displays:

- Detected topic(s)
- AI-generated question responses
- Relevant call insights

This allows staff to understand the outcome of a conversation at a glance without listening to recordings or reviewing lengthy transcripts.

---

### **Daily Call Topic Summary**

At the end of each day, Kasper generates a summary of Call Topic activity.

The summary provides visibility into:

- Topics identified throughout the day
- Workflow activity
- Notification events

Priority alerts appear first and are delivered immediately when triggered.

 

 

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