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Aurora Insights

Overview​

Aurora Insights is an AI-powered service that reviews your customer conversations every night and surfaces a prioritized list of findings — broken promises, angry customers, stale conversations, missed handoffs, unanswered questions, and anything else you ask it to look for. Use it as a daily triage tool: open Insights in the morning to see what your team should follow up on before customers churn or complaints escalate.

How to Access​

  • Click Insights in the left sidebar (lightbulb icon).
  • The menu item shows a green Active badge when nightly analysis is enabled, or a gray Inactive badge when it is off.
  • Available to all team members. The Dashboard tab is visible to everyone; the Rules and Summary tabs are visible to admins only.

Interface Overview​

The page header always shows the current state at a glance:

  • Status chip — "Active" (green) or "Inactive" (gray).
  • Last analysis — the date of the most recent run, plus how many findings came out of how many conversations (for example: "Last analysis · Apr 28 · (12 findings from 318 conversations)").

Below the header you will see one of two layouts:

  1. First-time experience — a welcome panel introducing the feature, four benefit cards, and a "Try It Free" call to action. This appears until you have run analysis at least once.
  2. Tabbed dashboard — three tabs:
    • Dashboard — the prioritized list of findings (everyone).
    • Rules — built-in and custom detection rules + nightly analysis configuration (admin only).
    • Summary — 30-day analytics rollup (admin only).

First-Time Experience​

When Aurora Insights has never run for your account, the page shows an introduction with four feature cards:

CardWhat it detects
Broken PromisesAgents who promised something (a quote, a callback, information) and didn't deliver
Angry CustomersCustomers who expressed significant frustration or anger
Unanswered QuestionsSpecific customer questions that slipped through the cracks
Custom RulesAnything else you define — competitor mentions, pricing issues, churn signals, etc.

Below the cards you will see one of three states:

  • Admins see a "Try It Free" card with an Activate Free Analysis button. Clicking it schedules a complimentary analysis of up to 1,000 recent conversations with no Aurora Tokens consumed. Results are ready the next morning.
  • Non-admin users see a card asking them to contact their account administrator to activate a free analysis.
  • After a free analysis is activated, all users see a "Your Free Analysis Is Scheduled!" card confirming the run will happen overnight.

What Gets Analyzed​

Aurora Insights runs once a day, in the early morning (UTC). It looks at conversations that were active in the previous 24 hours and applies two layers of analysis:

  1. Fast checks for problems that are obvious from conversation state — for example, a conversation with no assigned agent and pending customer messages, or a customer waiting more than 24 hours for a reply. These checks are inexpensive and run on every active conversation.
  2. AI analysis of recent conversations to detect more nuanced issues — broken promises, frustrated customers, unanswered specific questions, and anything you describe in a custom rule. The AI reads the most recent messages of each conversation to make its judgment.

Each conversation is bounded by a daily cap (default 500 conversations per night, configurable in the Rules tab — see Insights Rules).

Priorities​

Every finding is tagged with one of three priority levels:

PriorityMeaning
CriticalNeeds attention now — angry customer, severely overdue commitment, or any rule you define as Critical
ImportantShould be addressed soon — most broken promises, missed handoffs, stale conversations
InfoWorth knowing about, low urgency — soft signals, observations, or low-priority custom rules

Default priorities for built-in rules are set automatically; you cannot change them. Custom rules let you choose the priority when you create the rule.

Statuses​

Each finding has a lifecycle status:

StatusMeaning
NewJust generated, not yet looked at by your team
ReviewedSomeone read it and acknowledged it
DismissedMarked as not actionable or a false positive
Action TakenThe team has resolved or addressed the issue
Auto-ResolvedThe underlying condition was fixed before anyone touched it (for example, the customer was answered, so a "Stale Conversation" finding closed itself)

Findings start as New. Anyone can change a finding's status from the Dashboard tab. Once the status is no longer New, the action menu disappears — moving a finding back to New is intentionally not supported.

FAQ​

Q: How often does the analysis run? A: Once a day. By default the run starts in the early morning (UTC) and the results are ready when your team logs in.

Q: My account had Insights disabled for a few days. Will I lose findings from that period? A: When you re-enable Insights, the next run automatically extends its lookback to catch up — up to seven days. After that, older activity is not re-analyzed.

Q: Why don't I see findings on closed conversations? A: The fast checks (stale conversation, missed handoff) only look at conversations that are still active. The AI analysis can produce findings on any conversation that received a message during the lookback window, including ones that were later closed.

Q: Does the AI read every message of every conversation? A: No — it reads the most recent messages of each conversation it analyzes (currently the last 50). For most conversations this is the entire thread. For very long ones, only recent context is considered.

Q: Where does my conversation data go? A: It stays inside your Aurora Inbox account. Aurora's nightly analysis uses Azure OpenAI's batch service in the same trust boundary as the rest of your Aurora data — your messages are not used to train any external model.

Q: How long are findings kept? A: Indefinitely while they are New. Once they reach a resolved state (Reviewed, Dismissed, Action Taken, or Auto-Resolved), they are kept for 90 days and then automatically removed to keep the dashboard fast.

Q: Can I get Insights for free before paying? A: Yes. The first time an admin opens the page they will see a Try It Free card with an Activate Free Analysis button. This runs a one-time complimentary analysis on up to 1,000 recent conversations — no Aurora Tokens are consumed.