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The dialer offers two assist modes that help you during calls: AI coaching and script mode. Choose your mode on the home screen before starting a session.

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Assist modes

ModeHow it worksBest for
AI coaching (ai)Analyzes the live transcript and provides real-time talking points, objection handling, and suggested questionsExperienced reps who want contextual nudges
Script mode (script)Displays a step-by-step script with sections that auto-advance based on conversation keywordsNew reps, compliance-sensitive calls, or standardized pitches

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Selecting your assist mode

On the home screen:
  1. Find the Assist mode dropdown
  2. Choose AI coaching or Script mode
  3. If you chose Script mode, select a script from the Script dropdown
The assist mode persists across calls in the same session.

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AI coaching

When AI coaching is active, a coaching panel appears in the sidebar (or in the Coaching tab of the fullscreen workspace).

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How it works

  1. When a call becomes active, the system sends the initial context to POST /v1/coaching
  2. A WebSocket connection opens at /v1/coaching/stream?callId=X for live transcription
  3. Every 30 seconds, if at least 50 new words have been transcribed, the system sends a delta to POST /v1/coaching/realtime for updated suggestions
  4. The coaching panel updates with fresh talking points
  5. Maximum 10 refreshes per call to avoid excessive API usage

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What the coaching panel shows

  • Talking points — numbered suggestions for what to say next, based on conversation context
  • Questions to ask — expandable section with suggested discovery or qualifying questions
  • Objection handling — expandable section with responses to common objections detected in the transcript
Each section is collapsible. The panel remembers your expand/collapse preference in localStorage.

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Error handling

If the coaching API fails, the panel shows an error message with a Retry button. Coaching failures are non-fatal — the call continues normally, and the system falls back to the initial REST-fetched talking points.
AI coaching requires an AI provider (Groq or OpenAI) configured in your workspace settings. If no provider is set, the coaching panel shows a setup prompt. The system strips PII (name, phone, email) from the context sent to the AI provider.

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Script mode

When script mode is active, a script panel replaces the coaching panel.

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How it works

  1. The selected script is parsed into sections, each with a title, body text, and keyword triggers
  2. The current section is displayed prominently with its full content
  3. The next section shows a preview below
  4. As the conversation progresses, the system matches transcript text against section keywords
  5. When a keyword match is detected, the panel suggests advancing to the next section
  6. You can also manually advance or go back using the arrow buttons

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Creating and managing scripts

Scripts are managed via the useCoachingScripts hook and stored in Recoil state:
  1. Click New Script to create a blank script
  2. Give it a name and add content
  3. Content is parsed into sections using the parseCoachingScript utility
  4. Each section can have keywords that trigger auto-advance
Scripts support:
  • Create — new blank script with default name “New script”
  • Update — edit name and content
  • Delete — removes the script (selects the next available script automatically)
  • Select — set as the active script for the current session

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Live transcription

Both assist modes are powered by the same live transcription system:
  • WebSocket connection to /v1/coaching/stream?callId=X
  • Authenticated via JWT token from cookie storage
  • Entries show speaker label (“agent” or “customer”) and text
  • Auto-reconnects up to 5 times with exponential backoff (1s base delay)
  • Transcript is displayed in the Live Transcript panel below the coaching/script panel
The transcript panel shows a green dot when connected and a gray dot when disconnected. It auto-scrolls to the latest entry.

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Post-call analysis

When a call ends (transitions from active → ended), the system automatically triggers post-call analysis:
  1. The captured transcript is sent to POST /v1/coaching/analyze
  2. The AI generates a CallAnalytics object with:
    • Summary — brief description of the call
    • Sentiment score — 0-100 with trajectory (improving, stable, declining)
    • Key moments — objections, interest signals, questions, commitments, concerns with timestamps
    • Suggested next steps — actionable follow-up items
    • Duration — call length
  3. The analysis is persisted via POST /v1/calls/{callId}/postCallAnalysis
  4. The post-call summary panel appears with a score badge, summary text, expandable key moments, and next steps
If analysis fails, a Retry button appears. The system uses a ref-captured transcript (not current state) to avoid race conditions when the call ends.

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Switching modes mid-session

You can switch between AI coaching and script mode between calls in a queue session. The fullscreen workspace Settings tab shows the current assist mode. You cannot switch during an active call.

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Next steps