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Gainsight Inc.

Video call integration with ZoomInfo Chorus

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This article explains how admins can integrate ZoomInfo Chorus with Staircase AI to automatically analyze transcripts from client-facing video calls. It includes steps to connect using an API token, details what happens after connection (summaries in Staircase, email prep/summaries, and CRM entry), and how to disconnect when needed.

The article describes the admin step by step process to connect Chorus to Staircase AI.

Overview

Integrating ZoomInfo Chorus with Staircase AI enables your organization to automatically  analyze customer interactions, such as meetings, calls, and emails, to provide insights and drive performance improvements. When connected, Staircase AI pulls transcripts from Chorus and applies AI-driven analysis to recorded client-vendor calls.

Prerequisites

  • You must have admin permissions in Staircase AI.
  • Ensure you have access to a valid API token from ZoomInfo Chorus.

Connect ZoomInfo Chorus to Staircase AI

Follow these steps to connect Chorus to Staircase AI to analyse your customer calls:

  1. Log in to ZoomInfo Chorus using an admin account.
  2. Navigate to chorus personal Settings. 

    chorus personal Settings.
     
  3. In the API Access section, click Generate API Token to generate your token and copy it. (Reference source link)

    Generate API Token to generate your token.
     
  4. Log in to Staircase.ai.
  5. Navigate to Settings > Integrations and click on the Chorus card. 

    Chorus card in integrations page.
     
  6. In the API token field, paste your API token.
  7. Click Connect.

    Chorus card with connect option.

Once connected, Staircase AI begins pulling transcripts of recorded customer-facing calls. These insights are then:

  • Displayed within the respective meeting entries in Staircase AI.
  • Sent as meeting prep and meeting summary email, if enabled in your profile settings.
  • Synced with your CRM directly where they appear as notes in the meeting activity.

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 Chorus 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 Chorus from Staircase AI

To remove the integration:

  1. Log in to Staircase.ai.
  2. Navigate to Settings > Integrations and click the Chorus card. 
  3. Click Disconnect. The integration gets deactivated, and no further transcripts are pulled from Chorus.