Records

Use Records when you want a central library for raw customer interaction data in NEXT. The records library is where your team uploads, imports, reviews, and manages source material such as interviews, sales calls, support conversations, survey responses, and other customer evidence.

Records can include audio, video, and text-based inputs. When you add audio or video, NEXT transcribes the conversation, detects speakers, and turns the transcript into usable evidence. Text-based files can also be processed so your team can work from the same library instead of splitting customer evidence across different tools.

One of the main outcomes of records is Highlights. NEXT identifies key customer moments from each record and turns them into shareable clips or evidence units that your team can organize, review, and use in AI chat. If needed, users can also create highlights manually when an important moment should be captured more explicitly.

Records are flexible about how data enters the workspace. Your team can upload files manually or import records from connected tools such as Zoom, Microsoft Teams, Google Meet, and Zendesk, depending on your setup.

In practice, records are useful for a wide range of workflows: analyzing customer interviews, reviewing sales or customer success calls, extracting insight from support interactions, processing qualitative survey responses, and working with long-form text or video content in a single place.

This section covers common records workflows in NEXT, including organizing records with tags, sanitizing sensitive media, starting AI chat from selected records, and retranscribing records with updated settings.