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Overview

The Call Library is where your team keeps the calls worth learning from: a textbook discovery call, a great answer to a price objection, a discount given away too early. Each saved call is marked as a good or bad example and sits in a collection. Managers can assign a collection as listening. Each person gets a task that closes once they’ve played every call in it.
Try it in a sandbox first with a few sample calls.

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How it works

  • Saving. From a conversation’s Coaching tab, click Save to library. Choose the whole call or A clip, good or bad, a collection, a title, why it’s there, and who can see it.
  • Clips. Pick a clip by clicking its first and last line in the transcript. Opening a clip from the library takes you to the conversation with those lines highlighted, and the recording starts at the first one.
  • Good and bad. Anyone can save a good example. Only workspace admins and team admins can save a bad one.
  • Collections. Managers (workspace admins and team admins) create, rename and delete collections. Deleting a collection removes the saved calls from the library; the conversations themselves are kept.
  • Who can see a saved call. “Everyone in the workspace” or “Managers only”. Either way, a viewer also needs access to the conversation itself, so a call from a private inbox stays private.
  • Listening. Opening a saved call marks it as played for you. A listening task closes once every call it was given has been played. Calls added to the collection later don’t reopen it.

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Using it

1

Save a call

Open a conversation, go to its Coaching tab, and click Save to library.
2

Browse the library

Go to Settings → Call Library. Pick a collection on the left, filter to good or bad examples, or search titles, notes and rep names.
3

Assign listening

As a manager, open a collection’s ⋯ menu and choose Assign as listening. Pick the people and an optional due date.

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On your phone

Open the account menu and choose Coaching to see the reviews you owe and the listening you’ve been assigned. Call Library plays saved calls and clips: a clip starts at its first line, and tapping a line plays from there. Saving calls to the library stays on desktop. To score a call from your phone, see Coaching goals.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.