Frequently Asked Questions | CloseIntel Support

Answers to the most common questions about CloseIntel — analysis times, scoring, credits, re-analyzing, and data security.

How long does analysis take?

Most analyses complete in 30 seconds to 2 minutes. When you submit a transcript or recording from Intel (the analyzer, where you click Run Analysis), it's placed in a queue and picked up for processing shortly after. Longer transcripts or heavy platform traffic can add a brief delay. The call detail page updates automatically while the status is queued or processing — you don't need to refresh. For more on the lifecycle, see Analysis Status.

Why did my analysis fail?

Common reasons an analysis won't run:

Transcript too long — the maximum transcript length is 500,000 characters.
Audio file too large — uploads are capped at 500 MB.
Unreachable share link — make sure the recording link is publicly accessible or properly authenticated.
Poor audio quality — very low-quality audio may fail transcription.
Service temporarily unavailable — if the AI provider has a brief outage, the analysis is parked and retried automatically with backoff.

Length and file-size limits are checked before the analysis starts, so a submission rejected for those reasons doesn't consume a credit. If a call shows a failed status after processing began, open it and use Re-analyze to try again.

How is my score calculated?

CloseIntel's AI evaluates your performance across the key stages of the call. Results are organized into tabs — Overview, Discovery, Pitch, Objections, and Compliance — so you can dig into each area. Stage scores roll up into an overall composite. The exact tabs you see depend on what's enabled for your workspace. See Score Breakdown for a full walkthrough.

Can I re-analyze a call?

Yes. When a call's analysis has failed or hasn't started yet, open it from History (the calls list at History) and click Re-analyze (or Analyze Now) to run it again.

To get a fresh evaluation of a call that already analyzed successfully, submit the same transcript again from Intel as a new analysis. That counts as a separate analysis and uses a credit.

How do I get more credits?

Credits are allocated monthly based on your subscription plan, and any bonus credits on your account are added on top of your monthly allowance. If you're part of an organization, your admin may also have pool credits available for the team to draw from.

To review your plan and usage, go to Settings → Billing. For more detail on how credits work, see Understanding Credits.

Is my data secure?

CloseIntel takes data protection seriously:

PII redaction runs on transcript content before it's used in error logging and processing.
Your data is encrypted in transit and at rest.
Access is controlled — you and your organization's admins (where applicable) are the only ones who see your calls.
We don't sell or share your transcript data with third parties for their own use.

CloseIntel does not record or transcribe your calls live. Transcription runs on audio you upload, or on recordings imported through an integration you've authorized with a third-party meeting or dialer service.

For more on how your data is handled, see Data Privacy & Security.