Team Collaboration

Collaborate with your team through Discord notifications and transfers.

Keep your team informed and coordinate calls seamlessly.

The Discord bot enables team collaboration through channel notifications, transfers, and whisper sessions, keeping everyone aligned on call activity.

Channel Notifications

Set up a channel to receive automatic notifications about call activity.

Setup

/consuelo config channel #notifications

Requirements:

• You must be a workspace admin or owner
• The bot must have permission to post in the channel
• Use the channel mention format: #channel-name

Notification Types

Once configured, the channel receives:

Call Started

🟢 Call Started
Rep: @john (John Smith)
Lead: Jane Doe | Acme Corp | [phone]
Time: 2:30 PM

Call Ended

🔴 Call Ended
Rep: @john (John Smith)
Lead: Jane Doe | Acme Corp | [phone]
Duration: 4m 32s
Outcome: Connected

Transfer Requested

📞 Transfer Requested
Rep: @john needs help with:
Lead: Jane Doe | Acme Corp
Manager: @sarah
Status: Waiting for manager to join

Queue Completed

📋 Queue Summary
Rep: @john completed "Hot Leads"
Total: 45 contacts
Answered: 31 (69%)
Avg Duration: 3m 45s
Time: 2 hours 15 minutes

Use Cases

Scenario	Benefit
Sales floor channel	Everyone sees call activity in real-time
Manager channel	Managers get visibility into rep calls
Support handoff	Support team sees when sales calls end

Transfer Collaboration

Context Sharing

When you initiate a transfer, the manager receives full context:

📞 Transfer request from @john
Lead: Jane Doe
Company: Acme Corp
Phone: [phone]
Duration so far: 4m 32s

Notes: Interested in Enterprise plan, asking about pricing

[Join Call] [Decline]

Transfer Actions

Manager can:

• Join - Enter the call to consult
• Decline - Politely decline if unavailable

Rep can:

• Complete - Hand off call to manager
• Cancel - Return to customer, remove manager

Post-Transfer

After a successful transfer:

1. Rep receives confirmation
2. Manager is connected to customer
3. Original rep can move to next call

Whisper Coaching

Use Cases

Live Coaching:

Manager joins whisper mode
Manager DMs rep: "Ask about their timeline"
Rep asks: "What's your implementation timeline?"
Customer responds
Manager DMs rep: "Great, now push for a meeting"

Quality Assurance:

QA manager joins whisper on random calls
Listens to call quality and rep performance
Takes notes for 1:1 coaching session
Never interrupts the call

Best Practices

For Reps:

• Use whisper when you need guidance during a difficult call
• Let manager know the specific help you need
• Acknowledge coaching tips subtly

For Managers:

• Join whisper proactively for training purposes
• Use DMs to provide guidance (not voice)
• Don’t overwhelm rep with too many suggestions
• Debrief after the call

Team Coordination

Escalation Workflow

Rep on difficult call
  │
  ▼
/consuelo whisper @manager
  │
  ▼
Manager joins, listens
  │
  ▼
Rep asks: "Can I have my manager join?"
  │
  ▼
Manager speaks up: "Hi, I'm Sarah, the sales manager..."
  │
  ▼
/consuelo transfer @manager
  │
  ▼
Rep leaves, manager handles close

Visibility

Channel notifications provide:

• Real-time awareness of team activity
• Opportunity for managers to jump in when needed
• Celebration of wins (long calls, good outcomes)
• Accountability through visibility

All team collaboration features respect workspace permissions. Only users with appropriate roles can set channels, initiate transfers, or join whisper sessions.