Every call transcribed, summarized, and actionable.

Pluno automatically transcribes phone calls, extracts key details, and posts a structured summary as an internal note — so agents never have to take notes during a call again.

10min

Saved per call

100%

Calls summarized

<20s

Summary generation

Trusted by 200+ support teams handling 500K+ tickets per month

“
I compared Pluno with Fin by Intercom, and Pluno was miles ahead!\

Joseph D’Appuzo
Customer Support Manager, Smartness

“
My team is a huge fan. They feel like they can’t live without Pluno now. We’d be drowning without it.\

Sarala Conlan
Sr. Customer Support Manager, Kojo

“
My CEO tested it once, asked one question, and immediately saw that the AI was impressive. That was it.\

Aurélien Wei
Team Lead Support, Innovorder

Automatic transcription and summarization

When a call ends, Pluno automatically downloads the recording, transcribes the conversation, and generates a structured summary — posted as an internal note on the ticket. Agents focus on the conversation, not note-taking.

Triggers automatically when a call recording is attached
Supports MP3, WAV, OGG, M4A, AAC, FLAC, and WMA
Summary posted as an internal note (not visible to customers)
Skips short calls under 20 seconds to avoid noise

Structured summaries you can customize

The default template extracts caller name, issue, resolution, and next steps — but you can customize the AI prompt to match your team's workflow. Add custom fields, change the format, or include industry-specific extraction rules.

Default template: Caller, Issue, Resolution, Next Steps
Fully customizable AI prompt in the dashboard
Reads prior ticket messages for additional context
Only extracts what's actually in the recording — no hallucination

Feeds into your entire workflow

Call summaries don't just sit as notes — they trigger AI field tagging to classify the ticket based on the call content, feed into QA evaluations, and give the Copilot richer context for follow-up suggestions.

Auto-triggers AI field tagging after summary is ready
Enriches Copilot context for follow-up responses
Feeds into QA evaluations for call-based tickets
Searchable in ticket history for future reference

Built for real call center workflows

Multi-format audio, automatic retries, deduplication, and downstream AI triggers — designed for the messy reality of phone support.

Multi-format audio support

Handles MP3, WAV, OGG, M4A, AAC, FLAC, and WMA recordings — whatever format your phone system produces.

Idempotent processing

Built-in deduplication ensures the same call is never processed twice, even if multiple webhooks fire for the same recording.

Automatic retry

If transcription fails, the system retries up to 5 times with 15-second delays — so transient API issues don't cause missed summaries.

Custom instructions

Customize the AI prompt per team to extract the details that matter most — caller intent, escalation flags, product mentions, or compliance notes.

Zendesk marketplace app

Also available as a standalone free Zendesk app — install directly from the marketplace and start getting call summaries immediately.

Triggers downstream AI

When a summary is ready, it automatically triggers AI field tagging to classify the ticket based on the call content — no manual re-classification needed.

How Call Insights works

From call ended to structured summary — fully automatic.

Call ends: An agent finishes a phone call in Zendesk. The recording is automatically attached to the ticket.
Audio processed: Pluno downloads the recording, sends it through AI transcription, and analyzes the conversation with your custom template.
Summary posted: A structured summary is posted as an internal note on the ticket — with caller name, issue, resolution, and next steps.
Workflow continues: AI field tagging runs on the new summary, the Copilot gains richer context, and the ticket is ready for follow-up.

My team is, like, a huge fan. They feel like they can't live without Pluno now. We'd be drowning without it.

Sarala Conlan
Sr. Customer Support Manager, Kojo

10min

Saved per call on note-taking

100%

Calls documented automatically

Details missed from calls

Frequently asked questions

When does call summarization trigger? It triggers automatically when a phone call recording is attached to a Zendesk ticket. Calls shorter than 20 seconds are skipped to avoid processing noise or accidental recordings.
What audio formats are supported? Pluno supports MP3, WAV, OGG, M4A, AAC, FLAC, and WMA — whatever format your phone system produces.
Can I customize what the summary extracts? Yes. The default template extracts Caller Name, Issue, Resolution, and Next Steps — but you can fully customize the AI prompt in the dashboard to match your team's workflow, add custom fields, or include industry-specific extraction rules.
Is the summary visible to customers? No. The summary is posted as an internal note on the ticket, visible only to agents and admins — never to the end customer.
What if the transcription fails? The system automatically retries up to 5 times with 15-second delays between attempts. Built-in idempotency ensures the same call is never processed twice even if multiple webhooks fire.
Does it work with the other Pluno features? Yes. After a summary is generated, it can automatically trigger AI field tagging to classify the ticket, feeds into the Copilot for richer follow-up context, and is included in QA evaluations when the ticket is resolved.
Can I use it as a standalone feature? Yes. Call Insights & Summary is also available as a free standalone Zendesk app on the marketplace. You can install it independently without using the full Pluno platform.
Is our call data safe? Yes. All processing happens in Europe via Microsoft Azure. Model providers never access your data, no models are trained on it, and Pluno is SOC-2 Type 2 certified and GDPR compliant.

Stop losing details from phone calls

Pluno transcribes and summarizes every call automatically — so agents can focus on the conversation, not on taking notes.