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Gainsight Inc.

CoPilot by Clari

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This article helps admins with a step-by-step process for integration of Copilot by Clari with Staircase AI, enabling automatic analysis and summarization of customer-facing call transcripts.

This article helps admins with a step-by-step process for integration of Copilot by Clari with Staircase AI, enabling automatic analysis and summarization of customer-facing call transcripts.

Overview

Integrate Clari with Staircase AI to automatically analyze and summarize recorded and transcribed client-facing calls. Summaries include key insights, action items, and conversation highlights, and can be shared through email, Slack, or your CRM to keep customer-facing teams aligned.

The integration combines conversational intelligence with your existing workflow, delivering AI-driven insights that support coaching, follow-up, and CRM updates. It syncs up to three months of historical call data along with all future transcripts for comprehensive meeting analysis.

Prerequisite

You must have admin access for both Clari CoPilot and Staircase AI.

Connect CoPilot by Clari to Staircase AI

  1. Log in to your Copilot by Clari account.
  2. On the top right corner, click your profile icon and navigate to Workspace Settings.

    The top right corner, with profile icon and Workspace Settings.
  3. Click Integrations.

    Integrations option in the dropdown list.
     
  4. Locate the Clari CoPilot card and copy both API Key and API Secret. 
    API Key and API Secret in clari card
  5. Log in to Staircase.ai.
  6. Navigate to Settings > Integrations and click the Clari card.
  7. Paste the copied API key and API secret.
  8. Click Connect. 

    Connect option in the clari card

All newly recorded customer-facing call transcripts and up to three months of historical data are automatically pulled and analyzed by Staircase AI. Insights are available in Staircase AI meeting entries and can be shared over Slack, email, or your CRM, like Gainsight, where they are logged as meeting activity notes.

Phone Call Ingestion

Staircase AI reviews each phone call with AI to separate meaningful conversations from voicemails and empty calls:

  • Screened calls: Staircase AI logs voicemails, secretary intercepts, and calls with no content, but does not count them as engagement.
  • Date fields: For screened calls, Staircase AI updates the Last reach-out date and leaves the Last engagement date unchanged.
  • Account Dark insight: Screened calls do not reset the Account Dark period.

Configure Call Sync Scope

The call sync scope controls which Clari calls Staircase AI syncs. You can change the scope at any time.

To configure the call sync scope:

  1. Log in to Staircase AI.
  2. Navigate to Settings > Configurations > General.
  3. Under Call sync scope, select one of the options in the following table.

Option

Description

Only calls associated with calendar events (default)

Staircase AI syncs calls linked to a synced calendar event. Calls with no calendar event do not sync.

Any account-associated calls

Staircase AI syncs every call that it matches to an account, with or without a calendar event.

Account-associated calls with a sync group member participation

Staircase AI syncs calls that it matches to an account when a sync group member took part.

Account-associated calls hosted by a sync group member

Staircase AI syncs calls that it matches to an account when a sync group member hosted the call.


General settings page highlighting Call sync scope options for synchronizing calls with Staircase AI.


 

  • Calls linked to a calendar event always sync, regardless of the option you select.
  • A call with no calendar event syncs only when Staircase AI can match the call to an account.
  • The setting applies only to calls that sync after you change it. Staircase AI does not import earlier calls.

Disconnect the Integration

To remove the integration:

  1. Log in to Staircase.ai
  2. Navigate to Settings > Integrations and select the Clari card.
  3. Click Disconnect.