Approval stays separate
A private note can suggest a credit review. It cannot authorize a restricted action.
Guide your AI agents while the conversation is happening.
Give context, clarify the next step, and help your agent respond with care.
DanaTeam managerAcknowledge the inconvenience. Check the carrier update before quoting a time.
Internal guidance
NoaCustomer service agentManage them like you’d manage anyone: in the room.
01Watch liveEvery chat and call, per agent or per department.
02WhisperCoach mid-conversation, invisible to the customer.
03Act on contextThe agent checks seasonal history and refines the offer.
04It sticksTurn feedback into guidance your team can review.
Scroll through the coaching story, then choose a conversation.
MayaSales & orders · WhatsApp
LIVERetail customer · 10:24Hi, I’d like to place a new order for our store.
Maya · 10:24Of course. Let me check your account and your most recent order.
Live agent actions
✓ Existing customer verified✓ Priority · Last order retrieved
Maya · 10:25I see you’re a regular customer. Would you like to repeat the same order you placed last month?
Agent handling
Guidance has boundaries.
Internal means internal in this example
Customers see the service reply, not your team’s private instructions.
Facts still need checking
A note does not turn an unverified delivery date into a confirmed fact.
A little more clarity.
Can customers see coaching notes?
In the example, coaching has its own internal area. The customer sees only the reply intended for them. Channel permissions and privacy controls require implementation-specific verification.
How is coaching different from takeover?
Coaching leaves the agent responsible for the conversation while a person adds guidance. Takeover moves responsibility for the conversation to the person.
Can a private note authorize a restricted action?
No. A note can suggest checking whether a credit is appropriate, but it does not replace the separate approval or authorize the account update.
Does every note permanently train the agent?
No permanent training is implied here. The review example shows how a team might inspect suggested guidance before deciding whether and how to reuse it.
Does coaching work the same way on calls and chat?
This page demonstrates chat. Voice timing, provider support and channel behavior need to be verified separately when planning the workflow.
Bring your team’s judgment into the conversation.
Add context, clarify the next step and help your digital employees respond with care.
See live coaching in action