The call coach
During a call, see suggested replies and search your centre's own articles on prices, hours and policies.
Updated 18 October 2026
Why this exists
Whoever answers the phone is often asked about prices, hours or the cancellation rule, and a new team member may not know the answer or may guess. The call coach puts your centre's own written answers in front of the call taker while they are on the call, with suggested replies drawn only from those answers. Callers get a correct, consistent answer, and staff feel less put on the spot.
The call coach helps whoever answers the phone. During a call it shows a panel with suggested replies and your centre's own knowledge articles.
Before you start
- The call coach must be switched on for your centre. Until then, call takers do not see the panel, but admins can still write articles.
- The AI service must be connected under Settings > Integrations for suggested replies and Ask the manual.
Write your centre's articles
You need the settings.edit permission.
- Open Call centre > Coach knowledge.
- Press New article, write a title and the answer (for example your late cancellation rule or opening hours), and Save article.
- You can start from the examples offered, edit an article, switch one off or delete it.
During a call
The Call coach panel has three parts:
- Suggested replies: short replies based on the last minute and a half of the call. Every suggestion names the article it came from. If your articles do not cover the question, it says so and makes nothing up.
- Knowledge: Search the knowledge base for prices, hours, cancellations and anything else you wrote.
- Ask the manual: type a question, such as "What is the late cancellation rule?", and get an answer from your articles.
Privacy
Names the call screen knows are replaced before anything goes to the AI, contact details are removed, and the answer is shown only to you.