Every conversation diio analyzes comes in through something. That specific system is the platform: Zoom, Aircall, WhatsApp, and so on. Depending on which it is, the conversation ends up classified in one of the three conversation channels: Meeting, Call or Message.
Put briefly: the channel is Call and the platform behind it might be Aircall. This article lists which platforms diio supports in each channel.
Meeting channel
Video calls. Zoom, Google Meet and Microsoft Teams. diio records them in two ways: with the bot, which joins the call as one more participant, or with the Chrome plugin, which records from your browser and only works in Meet and Teams. Which one is used depends on the Recording mode your Admin has set.
The bot needs the meeting to be on your calendar. The plugin doesn't: it's the only way to record a meeting that isn't on your calendar.
In-person meetings. With no video call involved, you record the audio on your phone and upload it to the diio chat on WhatsApp. There you choose "In-person meeting" and link it to an event on your calendar.
Call channel
diio captures calls from connected telephony platforms:
HubSpot Call: calls made from HubSpot are imported automatically.
Aircall: calls sync once they end.
CloudTalk: requires connecting the integration.
Phone audio: you record the call on your phone and upload it to the diio chat on WhatsApp.
Message channel
diio analyzes written conversations from three platforms:
WhatsApp: through the diio Chrome plugin + WhatsApp Web.
LinkedIn: through the diio Chrome plugin.
Intercom: through the direct Intercom integration.
For WhatsApp and LinkedIn, the plugin captures conversations when you open or refresh the tab in Chrome. It doesn't capture in real time from your phone.
One platform can produce two channels
WhatsApp is the clearest case. If you send audio to the diio chat, the conversation ends up as a Meeting or a Call depending on what you answer. If instead the plugin captures a WhatsApp Web thread, it ends up as a Message. Same platform, different channel.
What diio doesn't capture
Email. Gmail, Outlook and any other email client are out of scope.
Telegram, Slack or other messaging platforms. Only WhatsApp, LinkedIn and Intercom.
Zoom with the Chrome plugin. The plugin only records Meet and Teams; for Zoom you have to use the bot.
Meetings in a Chrome without the plugin installed. If Meet or Teams are open in a Chrome without the diio plugin, the bot is the only alternative, and for that the meeting has to be on your calendar.