Implicit AI Insights – User Guide

Introduction

Overview

Implicit AI Insights allows you to generate AI insights for Teams meetings and Outlook emails. It integrates with Microsoft Teams, Microsoft Outlook and OpenAI service on Microsoft 365 Azure to summarize and provide functional insights into your interactions with your customers via Outlook.

Meeting AI Insights

  • Review AI insights of your customer meetings including meeting sections, key topics, discussion points and follow up action items related to accounts, opportunities, quote etc.
  • Review meeting sections and topics. By breaking down the discussion into sections and presenting a summary view of each section topic and discussion, Implicit allows you to review the meeting notes at a glance, and come up to speed on what was discussed, by whom and what action items should be taken.
  • Save in CRM and share with your colleagues and supervisors. Meetings AI insights are saved in the CRM and can be shared with other users, so user who have not attended the meeting can quickly and effectively review what was discussed and what actions items should be followed up on.
  • Leverage CRM information as context from the meeting. By leveraging the history of the account from the CRM as context for the meeting, Implicit ensures high quality AI analysis.
  • Review list of action items and generate follow up tasks in CRM.
  • Meetings AI Insights include the following:
    • Minutes of Meeting / Overview
    • List of key discussion topics
    • A short summary of each of the topics that were discussed
    • A list of follow up tasks that can be converted into CRM tasks

 

Email AI Insights

Implicit for Outlook allows you to generate AI insight for an email thread that you’ve had with a customer. Typically, the email thread revolves around a specific theme and can include multiple email senders and recipients over a period of time. Email AI insights are generated on-demand upon user selecting the email in Outlook and requesting to generate Insights for the complete thread. The Insights include:

  • Email thread Summary – A one-paragraph summary of the complete email thread.
  • List of key topics that were discussed. Each topic contains a list of references with email numbers. Clicking the email reference takes you to the original email where that topic was discussed.
  • Individual Email Summary – A short one-sentence summary of each email
  • Contact and Leads – Email thread participants who are already defined in the CRM as contacts or leads, organized by accounts or companies.
  • Other Participants – A list of other email senders who are not currently defined in the CRM (their email addresses were not found). Those participants for whom AI is able to identify an email signature, show up with an AI button next to them which allows you to extract their contact information and generate a contact or a lead record directly in the CRM.

Implicit for Outlook consists of two components:

  • Implicit AI Insights Outlook add-in – provides a side-panel inside Outlook. The add-in is installed on your Microsoft 365 account (personal or corporate account).
  • Implicit for Outlook Desktop App – installed on your Windows desktop and runs as a taskbar application. It allows you to keep your CRM calendar and contacts in full sync with Outlook and set rules for auto archiving of emails from Outlook to the CRM.

Important Note: Before you start the user installation, please review the installation steps under the admin guide.

Trademarks

Implicit, the Implicit Logo, Implicit for Outlook, Implicit for Teams, and Implicit FrontEnd, Implicit AI Insights and combinations thereof are trademarks of Implicit Inc.
Microsoft, Microsoft Office, Microsoft Outlook, Microsoft Teams, Microsoft 365, and Windows are registered trademarks of Microsoft Corporation.
SugarCRM is a registered trademark of SugarCRM Inc.
SuiteCRM is a registered trademark of SalesAgility Ltd.
Other product names used in this publication are for identification purposes only and may be trademarks of their respective companies.

Disclaimer

The contents of this document are provided in connection with Implicit Inc. (“IMPLICIT”) and Implicit for Outlook product. IMPLICIT makes no representations or warranties with respect to the accuracy or completeness of the contents of this publication and reserves the right to make changes to specifications and product descriptions at any time without notice. No license, whether express, implied, arising by estoppel, or otherwise, to any intellectual property rights are granted by this publication. Except as set forth in Implicit for Outlook License Agreement, IMPLICIT assumes no liability whatsoever, and disclaims any express or implied warranty, relating to its products including, but not limited to, the implied warranty of merchantability, fitness for a particular purpose, or infringement of any intellectual property right. IMPLICIT’s products are not designed, intended, authorized or warranted for use as components in applications intended to support or sustain life, or in any other application in which the failure of IMPLCIT’s product could create a situation where personal injury, death, or severe property or environmental damage may occur. IMPLICIT reserves the right to discontinue or make changes to its products at any time without notice.

Supported Platforms

Microsoft Outlook

• Microsoft 365 or Microsoft Exchange (2013 and higher)
• Microsoft Outlook on Windows (Windows 11, Windows 10, Windows Server 2019, Windows Server 2016, Windows Server 2012 R2)
• Microsoft Outlook Online (Microsoft Edge, Google Chrome).

CRM

SugarCRM and SuiteCRM.

Implicit for Outlook Add-in

User-level Installation

Installing Implicit for Outlook Add-in on Microsoft 365

There are two types of deployments of Implicit for Outlook Add-in on Microsoft 365:

  • Administrator installation on your corporate Microsoft 365 account
  • User-level installation on your personal account

For administrator installation on the corporate 365 account, see: Centralized Deployment via Microsoft 365 admin center.

If you’d like to try Implicit for Outlook on your personal 365 account before deploying it on your corporate account, follow the steps below:

  • Make sure that you have the required permissions to install add-ins on your personal account. If your Microsoft 365 administrator disallowed that option, you will not be able to install it on your individual account and it would need to be installed by administrator only.
  • In Outlook, select the File tab and click ‘Manage Add-Ins’
  • Outlook will launch a browser and prompt you to login to your Microsoft 365 account. It will present you with a list of available Outlook add-ins. Click “My Add-Ins”:Scroll down to the custom add-ins section, click “+ Add a custom add-in” and select “Add from file”. Select the file that you received in the email confirmation from Implicit.
  • Click ‘Deploy to deploy the add-in.
  • It can take up to 12 hours sometimes for an add-in to be published through Microsoft 365 to all devices. Once it is deployed, users will be able to see the Implicit for Outlook button on the Outlook toolbar:

Note: Depending on the number of buttons you have configured on your Outlook ribbon, the Implicit button may also show up on the ‘More Commands’ (‘…’) button as show below:

Initial Configuration Wizard

If you have already installed, configured and logged in to Implicit for Outlook desktop app, the Outlook add-in will detect your configuration and skip the initial configuration process. In this case skip to Implicit for Outlook Add-in Settings

Otherwise, click on Implicit for Outlook button on the Outlook toolbar to launch the side panel. The side-panel will display the welcome screen:

You will then be prompted to accept the End Use License Agreement:

Please review the license agreement and if you agree, click ‘Accept’. Otherwise, please click cancel to exit Implicit for Outlook.
Next, you’ll be prompted to enter the Implicit for Outlook license key that you’ve received from Implicit, from your CRM admin, or from the store where you purchased a license. If you don’t have a license key, you can also sign up for a free trial of the product on the Implicit licensing portal:

If your CRM admin has created a configuration for you, that configuration will include the license key, the URL to your CRM and the settings for Implicit for Outlook. Click “Load My Configuration” to retrieve the configuration. If a license key is found and loaded, click “Continue”. Otherwise, please enter your license key and click ‘Continue’.

Next, the add-in will verify that it is able to connect to your CRM. Specifically, it will verify that your CRM server is configured with a setting called “CORS”. For the Implicit app to work inside Outlook, Cross-Origin Resource Sharing (CORS) must be enabled on the CRM server. As part of the administrator installation of Implicit for Outlook, your admin needs to install the Implicit for Outlook module which enables CORS on your CRM server. Please see: Installing Implicit for Outlook Module on the CRM Server

Once again, if you were able to load the configuration, the URL to your CRM will be automatically populated. Otherwise, please enter the URL for your CRM server. This is the same URL you use to login to your CRM via the browser. Please make sure to specify HTTPS for secure access and specify only the first part of the URL to the CRM root folder. For example: “https://crm.implicitweb.com/”.

Click ‘Check Connectivity’. You will receive confirmation that connectivity to your CRM server has been verified, or an error message.

By checking connectivity, you are checking for the following:

  • The CRM URL is valid.
  • The CRM server is accessible.
  • Implicit for Outlook module was installed and loaded on your CRM.

Next, you’ll be prompted to login to your CRM. Enter the username and password of your CRM account. If you are using SMAL Single Sign on (SSO), leave the username and password fields empty and check for box for SAML Single Sign on.

 

Terms of Service and Privacy Policy – Please review Implicit’s Terms of Service and Privacy Policy and if you accept both, check the box indicating that you have reviewed and agree to the terms. To use Implicit for Outlook, you also need to agree to have your name, email address and CRM username sent to Implicit and to be associated with your implicit license. If you don’t agree, please click the X button to close the side-panel and cancel the login.

If you would like Implicit to notify you by email about any future software updates, check the box and click ‘Login’.

Implicit for Outlook will verify that you are able to login to the CRM.

Next, if your license includes the Implicit for Outlook – Desktop App, the wizard will proceed to check if it has already been installed on your desktop and if not will prompt you to install it at this time.

Once the Implicit for Outlook – Desktop App has been installed or if you wish to skip this step at this time, click ‘Continue’ to start working with the Implicit for Outlook Add-in.

 

Implicit for Outlook Desktop App

User Installation

Implicit for Outlook – Desktop App is installed on users’ desktops and runs as a Windows taskbar application. Two different installation packages are provided:

  • Executable installer that users run on their desktop – A Wizard-style installer that walks the user through the process of the installation.
  • Admin MSI installer that can be installed silently over the network for a pre-defined group of Implicit users. See: Installing Implicit for Outlook Desktop App.

Before running the installation, please make sure close any application that is running on your desktop.

Download and run the executable installer that you’ve received from Implicit. The installer wizard will walk you through a set of screens:

Click Next to continue. You will be prompted accept the Implicit EULA:

Next, you will be prompted to select the installation folder. By default the installation folder will be set to: “Program FilesImplicitImplicit for Outlook”.
Choose Browse to select a different folder. Then click ‘Next’.

Next, the installer will be prompt you to confirm the installation and start copying the files:

Upon completion it will launch the configuration tool.

 

Implicit for Outlook – Desktop App Configuration

The first step in the configuration process is to login to your Microsoft 365 account:

 

Next, you’ll be prompted to enter your license key and login to your CRM account:

If your account has already been configured by your admin, click “Load My Configuration” to load your license key and CRM URL. Otherwise, enter the license key that you’ve received from Implicit. If you don’t have a license key yet, you can sign up for a free trial of Implicit for Outlook.

Next, enter the URL to your CRM. This is the same URL you use to login to your CRM via the browser. Please make sure to specify HTTPS for secure access and specify only the URL to the CRM root folder. For example: “https://crm.implicitweb.com/”.

If you are not using SMAL Single Sign on (SSO), enter your username and password, otherwise leave the username and password fields empty and check for box for SAML SSO.

Upon successful login to your CRM account, you’ll be prompted to configure the sync parameters between your Outlook mailbox and your CRM account.

 

General Tab

The CRM account section displays your CRM URL, and your username. You can click ‘Verify’ to verify that you are able to login to the CRM.

Note: these two sections are read only. If you need to change your CRM URL or account or your Microsoft 365 account, you’ll need to reset the configuration via the Advanced tab.

Next, specify your username and password and click ‘Verify’ to make sure you can log in to the Exchange server.

 

Log File

Allows you to select the maximum size of the log file and view the log.

 

AI Insights Tab

Note: This tab is enabled only if OpenAI service is enabled and has been configured in your environment and your CRM admin has given users permission to use AI insights.

Meetings AI Insights

You have the option to select the default behavior of which Teams meetings should be transcribed and analyzed by AI:

  • All meetings that include CRM contacts or leads as participants should be automatically transcribed and AI insights should be generated
  • You will have the option to turn on transcription and AI insights at the time of creating the meeting invite

 

Email AI Insights

You have the option of marking all emails in an email thread with an Implicit AI category when AI insights were generated for that thread.

Share AI insights – Applies to both Meetings and Email

When AI insights are saved in the CRM, they are always assigned to you. You have the option of sharing them with a specific team/security group. Only members of the team / group you specify will be able to access to AI insights that you save in the CRM.

Administration Tab

The Administration tab functionality is enabled for CRM administrators. It allows you to:

  • Manage Users Licenses – As a CRM administrator, you have access to manage Implicit for Outlook licenses for your users (this functionality is only available to administrators). You will be redirected to the Implicit FrontEnd licensing portal where you can:
  • View Your corporate license information, start date, renewal date etc.
  • View How many licenses are being used and by whom.
  • View The Implicit for Outlook version that each user is using and since when.
  • Re-assign licenses when users leave the company and other users join.
  • Add user licenses.
  • Renew your corporate license.
  • Centralized Configuration – As a CRM administrator, you can centrally create and publish a configuration for all Implicit for Outlook users. The configuration includes:
    • All settings of the Implicit for Outlook 365 side-panel
    • Auto sync on/off and interval
    • Synchronization settings for: meetings, calls and contacts
    • Corporate-level email auto-archiving rules

To create and publish the configuration to your users, configure the settings for Implicit for Outlook on your desktop and click “Publish My Configuration”. The configuration will be published to the ‘Global’ team or security group on your CRM. Please make sure that users have access to the Documents and Teams/Security Groups modules on the CRM in order to load that configuration to their account.

Advanced Tab

The advanced tab allows you to:

Reset Configuration – Use Reset Configuration only if you need to
switch from one server to another or if you need to switch user accounts. In
this case synchronization cannot be maintained across accounts, and it is
therefore necessary to reset Implicit AI Insights to its initial state and
re-synchronize the data from the new server/account.

 

AI Insights

Implicit for Outlook allows you to generate AI insights for Teams meetings and Outlook emails. It integrates with Microsoft Teams, Microsoft Outlook and OpenAI service on Microsoft 365 Azure to summarize and provide functional insights into your interactions with your customers via Outlook.

Meetings AI Insights

Meeting AI Insights enables you to:

  • Review AI insights of your customer meetings including meeting sections, key topics, discussion points and follow up action items related to accounts, opportunities, quote etc.
  • Review meeting sections and topics. By breaking down the discussion into sections and presenting a summary view of each section topic and discussion, Implicit allows you to review the meeting notes at a glance, and come up to speed on what was discussed, by whom and what action items should be taken.
  • Save in CRM and share with your colleagues and supervisors. Meetings AI insights are saved in the CRM and can be shared with other users, so user who have not attended the meeting can quickly and effectively review what was discussed and what actions items should be followed up on.
  • Leverage CRM information as context from the meeting. By leveraging the history of the account from the CRM as context for the meeting, Implicit ensures high quality AI analysis.
  • Review list of action items and generate follow up tasks in CRM.
  • Meetings AI Insights include the following:
    • Minutes of Meeting / Overview
    • List of key discussion topics
    • A short summary of each of the topics that were discussed
    • A list of follow up tasks that can be converted into CRM tasks

 

Selecting Meetings to generate AI Insights

The process starts when you send a meeting invite from Outlook and select a Teams meeting. By clicking the “Implicit for Outlook” button on the meeting invite compose window, the meeting side panel is displayed:

The meeting side panel allows you to select the following:

  • By default, ‘Sync’ this meeting with CRM’ is selected
  • You can choose the module and the record that this meeting should be related to. You can also leave it empty, in which case the meeting will be synced and would show up in your CRM calendar, but it would not be related to any CRM record.
  • Select the user (by default – yourself as organizer) and the Team or security group that the meeting would be assigned to.
  • Meeting Type – This list of meeting types is dynamically brought from the CRM and allows you to specify the same types in Outlook.
  • Status – Same as in CRM.
  • ‘Transcribe and Generate AI Insights’ – will be off by default if you chose to manually select meetings to transcribe and generate AI insights, or on if you selected the automatic mode. Please see: AI Insights settings

 

Tracking Online Meetings and generating AI Insights

After the meeting has been scheduled and synced to CRM, Implicit continues to track the meetings until it detects that the meeting was held and the transcripts were ready. It retrieves the transcripts from Microsoft Teams and runs them through OpenAI to generate the summary and the AI insights. It then saves the AI insights as a note attached to the meetings record in the CRM.

Searching / Viewing Meetings AI Insights

To view the AI insights, click the ‘AI Search’ button on the side-panel and select ‘Search Meetings’. Implicit for Outlook will present a list of meetings that are related to the CRM module and record that you select. You may also search for meetings based on the subject of the meeting, its status, start and end date and the assigned user.

Set the search filters to match your search. By default, it will select the account related to the email selected in Outlook if the contact and account is known in the CRM. Meetings that contain AI Insights will be displayed with a blue AI icon on the first left-hand column. Click the AI icon to open the meeting AI insights.

As you can see from the above screenshot, the meeting AI Insight includes the following:

  • Minutes of Meeting / Overview
  • List of key discussion topics
  • A short summary of each of the topics that were discussed
  • A list of follow up tasks that can be converted into CRM tasks

Follow Up Tasks

To convert any of the follow up tasks to an actual CRM task, click the corresponding icon. Implicit will generate a new task, populate it with the content that AI generated and allow you to edit the new task before saving it to the CRM.

 

Email AI Insights

Implicit for Outlook allows you to generate AI insight for an email thread that you’ve had with a customer. Typically, the thread revolves around a specific theme and can include multiple email senders and recipients over a period of time.

As opposed to meeting AI insights that are generated automatically in the background when the meeting is over and the transcripts are ready in Microsoft Teams, Email AI insights are generated on-demand. Simply select an email which part of the thread. If AI insights were already generated for this email thread and saved in the CRM, the button on the side panel will show ‘View’, otherwise it will show ‘Generate’. When you click ‘Generate’, you’ll notice that the button shows ‘Generating…’. Generating AI Insights may take some time depending on the number of emails in the selected thread. During that time, you may continue working in Outlook. When the AI Insights are generated and ready to be viewed, you will be notified in the side-panel, and the button will turn into ‘View’.

Viewing Email AI Insights

Clicking the view button will open the Email AI Insights window:

The Email AI Insight includes two tabs:

AI Insights Tab:

  • Email Thread Summary – A one-paragraph summary of the complete email thread.
  • List of key topics that were discussed. Each topic contains a list of references with email numbers. Clicking the email reference takes you to the original email where that topic was discussed.
  • Individual Email Summary – A short one-sentence summary of each email
  • Contact and Leads – Email thread participants who are already defined in the CRM as contacts or leads, organized by accounts or companies.
  • Other Participants – A list of other email senders who are not currently defined in the CRM (their email addresses were not found). Those participants for whom AI is able to identify an email signature, show up with an AI button next to them which allows you to extract their contact information and generate a contact or a lead record directly in the CRM.

Emails Tab:

A sequential list of emails that were included in the email thread. This is extremely useful if you are looking for emails where a certain topic was discussed. For example, if you are looking for emails where you discussed pricing with a customer, clicking on any of the reference email numbers next to the topic will take you directly to that email.

 

Searching for Email AI Insights

To search for Email AI insights that were saved in the CRM, click the ‘AI Search’ button on the side-panel and select ‘Emails ’ AI Insights’. Implicit for Outlook will present a list of email threads related to the CRM module and record that you select.