Coaching playbook
The system prompt the LLM coach follows: brand facts, framework, tone, and guardrails. Applies to the next call.
Stage lines
The anchor "say this next" line and rationale per Perfect Pitch stage. The LLM adapts these to the live call; the instant fallback shows them verbatim.
Objection rebuttals
The anchor rebuttal and rationale per objection. The LLM tailors these to what the customer actually said.
Determination guidance
How the coach should think on each LLM determination. The exact JSON the UI needs is enforced in code, so this only shapes the coaching, never the data shape.
Nudge messages
The wording for the derived process nudges (talk balance, re-engage, and the like). Thresholds that decide when they fire live in the Cadence tab.
LLM settings
Which model writes the coaching, how it samples, and which paths use it. Static lines remain the instant fallback.
Perfect Pitch checklist
The beats the coach tracks. A keyword hint lights a beat instantly; the LLM confirms completion from the conversation using the criterion you write. Add, edit, reorder, or remove beats freely.
LLM cadence
When the coach spends an LLM determination. It fires on salient moments within a cooldown and a per-minute budget; a heartbeat refreshes a quiet call. Lower the threshold for a chattier coach, raise it to save cost.
Salience weights
How much each signal contributes to a turn's salience score. A turn fires when its summed weights reach the minimum salience above (a strong signal also bypasses the cooldown).
Nudge thresholds
When the deterministic process nudges fire. These run with zero added latency, independent of the LLM.
Objection detection cues
Phrases that trigger each objection. Seed cues are fixed; add your own (comma-separated) to catch how YOUR customers phrase things. Adding cues only broadens an existing objection, never invents a new one.
Stage advance cues
Extra phrases that advance each stage. "Customer cues" fire on either speaker; "rep cues" are rep-script phrases.
Review a call
Pick a recent call to see its transcript and the coaching it was shown, then correct any line below.
Correct a coaching line
Rewrite a stage line or objection rebuttal. The fix is logged and applied immediately to the next call.
Recent corrections
Simulate a real call
Replay a real recorded conversation through the live coaching brain and watch the overlay fill in, the same path a real call takes. For demos and for sanity-checking the playbook against real conversations.