Live coaching: AI Moments, assist cards and playbooks

Three tools help agents on calls and help you spot patterns. Admins set them up under Admin, in the AI section.

AI Moments

An AI Moment is a topic you want to track, such as a competitor's name, a cancellation or a price objection.

1. 1

   Create a moment

   Open AI Moments and enter a Moment Name.

2. 2

   Add keywords

   Enter Keywords/Phrases, separated by commas.

3. 3

   Describe it

   Add an optional AI Description so the AI can find the topic even when the exact words aren't used.

Moments are found after the call, once the transcript is ready. They show on the call's page and in the call list, can start a workflow, and send the moment.detected webhook.

Assist cards

Assist cards pop up in the Live call panel when the conversation calls for them, such as a pricing sheet when someone mentions price.

• Each card has a Title (up to 120 characters), a Body (up to 4,000 characters, light formatting) and an optional Link with link text.
• Under Show when, pick the AI Moments whose keywords trigger it, or give the card its own keywords. Keywords match whole words, from either side of the call.
• A card shows at most once per call. Turn a card off to stop it showing.

Playbooks

A playbook is a checklist for a type of call, shown on the Playbook tab of the Live call panel. Items tick off as the call covers them.

• Give the playbook a Name and up to 30 items, in order.
• Each item can have Phrases that tick it off straight away when they're said.
• Add Counts when to describe what counts, and the AI checks for it about every 30 seconds.
• Results show on the call's page after the call.
• Calls already under way keep the version of the playbook they started with.

Where cards and playbooks apply

For assist cards and playbooks, choose the numbers, queues and teams (ring groups the agent is in) they apply to. Leave everything unticked to use them on every call.