Building and sharing Stories from conversation data

A good insight that only one analyst can see rarely changes anything. The person who can act on it — a team lead, a product manager, the head of operations — needs to see it too, ideally without asking anyone to rebuild a report every week.

That is what Stories are for. A Story is a saved, shareable collection of charts and findings built from your conversation data. Instead of a one-off chart that lives in someone's screen for an afternoon, you get a living dashboard the whole team can open, trust and revisit. This guide covers how to build and share them well.

What is a Story?

A Story groups related visualisations — charts, tables and big numbers — into a single view around a theme. Common examples:

• Weekly demand — top call topics, volume trend, channel mix.
• Quality overview — average scores, pass rates, coaching flags by team.
• Campaign watch — mentions of a new product or offer, with sentiment.
• Churn signals — conversations flagged as at-risk and why.

Because each element is built on live conversation data, the Story updates as new interactions arrive — no manual refresh, no copy-paste into slides.

Build it around one audience and one question

The best Stories are focused. Before adding charts, decide who will read it and what decision it supports. A Story for the operations lead answers different questions than one for the CX team.

Keep it tight:

• Lead with the single most important number or trend.
• Add supporting charts that explain why, not everything you could measure.
• Use consistent filters across the Story so every panel describes the same segment.
• Give it a clear name so colleagues know what they are opening.

A Story that tries to answer ten questions usually answers none.

Save, name and organise your Stories

As you build up a library, naming and organisation matter. Give each Story a descriptive, unambiguous name — and if you are creating a variant, avoid duplicate names so people can tell them apart. Keep your own working Stories separate from the ones you have polished for others, so the shared library stays trustworthy.

Sharing: give the right people the right view

Sharing is where a Story earns its keep. Sharing settings let you decide who can see a Story and what they can do with it — view it, or build on it. A few principles:

• Share read-only by default. Most stakeholders only need to see the finding, not edit it.
• Share the segment, not just the chart. Because filters travel with the Story, recipients see exactly the view you intended.
• Keep a single source of truth. One shared Story for "weekly demand" beats five personal copies drifting out of sync.

Turn a shared Story into a routine

The real payoff is rhythm. When a Story is shared and always up to date, it can anchor a recurring conversation — a Monday operations stand-up, a monthly quality review, a weekly campaign check-in. The data stops being a special request and becomes part of how the team runs, which is exactly the efficiency gain conversation analytics is meant to deliver.

Frequently asked questions

What is a Story in conversation analytics?

A saved, shareable collection of charts and findings built on your live conversation data. It works like a dashboard that updates as new calls, chats and emails arrive.

Do Stories update automatically?

Yes. Each panel is built on live data, so a shared Story reflects the latest conversations without anyone rebuilding it.

Can I control who sees a Story?

Yes. Sharing settings let you choose who has access and whether they can view or build on it, so you can share read-only with stakeholders.

How is a Story different from a single chart?

A chart answers one question in the moment. A Story groups several related charts around a theme and can be saved, named and shared as a reusable dashboard.

Where to go next

• The pillar guide: The guide to efficiency with AI
• Build the charts first: Visualising conversation data
• Find the evidence: Search and concordance
• See it on your data: Request a demo

Want your team working from one shared, always-current view of customer conversations? Book a demo and we will build a Story on your own data.