Sales Coach: the complete SOP

Watch the walkthrough

1. What Sales Coach does

Who does what

2. Get ready for the field Owner / admin

Do this once per workspace. The Visits page of Settings checks most of it for you: open Coach in the dock, click the gear, and read the Ready for the field list. Every line should show a green tick.

1. Check-in is on. Channel Automation turns visit check-in on for your workspace. Ask your account manager if this line is not ticked. Without it there are no check-ins, visit alerts or In the field view; recording still works.
2. Sales process steps. Add the steps you expect on every visit in Settings → Scoring → Process steps (section 13). The live tracker on the rep's phone and the Step skipped alert follow them.
3. AI is connected. Scoring, live tips and suggested coaching texts use your workspace's own AI connection. If it says "AI is not set up", ask your account manager.
4. Coaching texts are ready. Your workspace needs an active texting number. Texts to reps come from that number.
5. Reps have visits assigned. See section 4.

Each rep also needs

• A Channel Automation login that is a member of this workspace (the same email and password they use in the CRM).
• The Sales Coach iPhone app. Channel Automation sends each rep an install invite.
• Their mobile number on their CRM Profile if you want to text them during visits. The Reps with visits table shows No phone on profile for anyone missing it.
• Location set to While Using the App with Precise Location on (iPhone Settings → Sales Coach → Location), microphone allowed, and notifications allowed.

3. The Sales Coach window Owner / adminManager

Open Coach (the orange microphone) in the dock. The first time you open it, a 12-step tour walks you through the window; you can replay it any time with the ? icon. The book icon opens the Sales Coach help articles.

Agents (the agent role) do not see Coach in their dock. Reps who are agents use the iPhone app.

4. Assign a rep to a visit (contact record) Owner / admin

Sales Coach works per appointment. Each appointment on a contact gets a visit rep and a check-in address. The visit rep is separate from who owns the contact: owning a contact does not assign its visits.

1. Open Contacts, search for the customer and click their name to open the contact record.
2. In the left sidebar, under Engagement, click Sales Coach. (From the General page you can also click Open Sales Coach visits → under Appointment info.)

Pick the visit rep

3. On the appointment's card, click Assign rep (or Change rep if one is already set).
4. Choose the rep from the list. It saves straight away. Choose Not assigned to Sales Coach to take the visit off Sales Coach.
5. The rep sees the visit in the iPhone app's Appointments tab on the day of the appointment.

Map the check-in address

6. Click Edit check-in address (or Map check-in address on a new visit).
7. Under Address to use choose Customer contact address, or Corrected or different visit address if the visit is somewhere else, and type it.
8. Click Map address. The card shows Address ready. Use View map to check the pin.

Other actions on the card

• … → Erase location evidence removes this visit's check-in, on-site readings and live step progress. Use it if a customer or rep asks for location data to be removed.
• Show past visits lists earlier appointments for this contact with their rep, address and arrival.

5. The iPhone app Rep

Sign in

1. Open Sales Coach on the iPhone.
2. Enter the same email and password you use in Channel Automation and tap Sign in. Your session is kept in the iOS Keychain, so you stay signed in.
3. If you belong to more than one workspace, switch with Coach → Switch workspace. The workspace name shows under the Channel Automation logo on every screen.

If the app says No workspace access, your login works but you are not a member of the workspace. Ask your admin to add you. If it asks you to sign in again, your session expired: sign out and sign back in.

The four tabs

Signing out with a recording that has not finished uploading warns you first: choose Keep recordings unless you really want to discard them.

6. Check in at the visit Rep

1. At the customer's door, open Appointments and tap Check in at visit on the visit card.
2. The Assigned visit screen shows the customer, the mapped address and a map with the 150 m check-in radius. Tap Check in at visit.
3. The first time, iOS asks to allow notifications (and location). Tap Allow so the app can remind you and time the visit.
4. You see You're checked in with Near selected address, the distance and the time. Tap View visit details or close it.
5. Back on the card, On site · 0 min and Checked in near address confirm the visit is being timed.

What happens after check-in

• Managers get an Arrived alert and the rep appears in In the field.
• While the visit is open, the phone confirms its distance from the address about every 2 minutes. Only the distance is kept, never where the phone is.
• If the rep leaves before the Left early if under time, the app asks "You left after X — what happened?" and managers get a Left early alert with the reason.
• If the rep is still there after the Running long after time, the rep gets a reminder and managers get a Running long alert.
• The app stops checking location by itself once the rep has left.

7. Record the visit Rep

1. On the visit card tap Record this visit. The Record visit screen shows who the meeting is with.
2. Read the consent line to the customer: "I'd like to record our conversation for quality and training. Is that okay?"
3. When they agree, tap The customer agreed to be recorded. Start recording turns red and active.
4. Tap Start recording. The screen shows Live, the timer and Safe to lock your screen: you can lock the phone and put it on the table.
5. The Sales process bar fills as the live tracker hears each of your steps. If a step is still missing, it nudges you with Not covered yet.
6. Use Pause recording while you wait for someone. A phone call can interrupt capture; come back to this screen to resume.
7. When the visit ends tap Finish and analyse. (Discard recording throws it away.)

Upload and analysis

8. Uploading securely shows progress. Keep Sales Coach open until the upload reaches 100%. If the upload is interrupted, the card shows Resume secure upload.
9. After the upload, Coaching is on the way. You can tap Done and leave; transcription and scoring run on the server, usually in one to three minutes.
10. When it is ready the card shows Ready and View coaching.

On the manager side the conversation appears in Coach → Uploads straight away with its stage (Transcribing, then analysing), and a score when it finishes.

Recording from the CRM instead

Anyone can record or upload from a computer: Coach → Uploads → New conversation. Give it a Conversation title, optionally link a Customer, tick I confirmed everyone consented to this recording., then Record from the microphone or choose a File (MP3, WAV, M4A, MP4 or WebM) and click Upload and analyze. Do not close the window during the upload: a browser recording only exists in that page until it lands.

8. Read a review RepManager

On the iPhone

Tap View coaching on the visit card, or open it from Insights → Recent reviews. The Visit review shows, top to bottom:

• Score out of 100 and how long was recorded.
• Focus for your next visit: the single most useful thing to change, with the moment it happened.
• More coaching, What happened, what the customer needs, objections and agreed next steps.
• Scorecard: points per section of your rubric, each with the reason.
• Sales process: each step as followed, partly done (counts as half) or skipped.
• Transcript.

In the CRM

Open Coach → Uploads and click a conversation. Managers see every conversation in the workspace; reps see only their own. The top cards show Overall score, Outcome and Customer sentiment; Play recording plays the audio. Five tabs hold the detail:

More actions (…)

• Re-analyze Manager scores it again, for example after you publish a new scorecard. The earlier version is kept.
• Delete permanently erases the recording, transcript, analysis and score for good. Managers can delete any conversation; a rep can delete their own.

A conversation that failed keeps its recording and can be retried without recording again. "No audio was captured" means the microphone heard nothing: record the next visit again.

9. Mark for QA ManagerRep

Use QA to ask for a second pair of ears on a conversation. Anyone can flag; reps can flag their own.

1. Open the conversation and click the flag icon (Mark for QA) next to Play recording.
2. Pick a reason: Quoted pricing, Compliance concern, No appointment set, Cancellation risk, Great call — training example or Other. Add a note and save.
3. The conversation lands in Uploads → QA queue with the reason as a badge.
4. A manager opens it from the QA queue, listens, and ends the review with Pass or Needs coaching. Needs coaching requires a note for the rep.
5. The rep sees the verdict and note under My coaching and clicks Acknowledged.

QA results feed the QA'd and QA pass columns on the Team tab.

10. Calls tab Manager

The Calls tab lists phone calls the CRM already recorded, so you can coach on calls as well as visits.

• Search by name, email or phone, and switch between 7 days, 30 days and 90 days. Load more calls pages back further.
• Each call is marked AI call or Human call, and First attempt or Attempt N.
• Click a call to play the Call recording and see the contact and call details.
• Managers click Analyze call to score it like a visit; the analysis appears in Uploads. Other roles get playback only.

To analyse calls automatically instead of one at a time, turn on Auto-analyze rules in Settings.

11. Team tab Manager

Team performance shows volume and coaching scores per person (and per AI assistant) for 7 days, 30 days or 90 days.

Days are counted in UTC. The scorecard and auto-analyze rules are one click away with Open Settings.

12. In the field Manager

In the field shows who is at a visit right now. It refreshes every 30 seconds while you watch; Refresh forces it. Nothing here plays audio or shows a map.

Text the rep during a visit

1. Click Message under the rep's name.
2. Pick one of the three suggestions (built from the visit's step progress, never from the conversation itself) or type your own, up to 320 characters.
3. Click Send text. It goes from your workspace number to the rep's mobile on their Profile.

13. Settings (gear) Owner / admin

Click the gear at the end of the tab bar. Settings is one page with four parts: Visits, Visit length, Alerts and Scoring. Owners and admins change them; managers can look.

Visits

The Ready for the field checklist (see section 2) and Reps with visits: every rep with an assigned visit, their number of Upcoming visits and whether they can receive Coaching texts: Mobile …1234, No phone on profile, Turned texts off (they texted STOP) or No longer a member.

Visit length

• Left early if under __ min: a visit shorter than this triggers the leave-reason question and the Left early alert. A typical first appointment uses 60–90.
• Running long after __ min: sets the In the field clock, the rep's Running long reminder and the Running long alert. Usually 180.
• Allowed values are 5 to 720 minutes. Leave a box blank to turn that check off. These apply even when alert emails are off.

Alerts

Scoring: Scorecard and Process steps

Every analysed conversation is graded against the published Scorecard. Shape it around what your team actually sells: a call-center setter rubric looks different from an in-home closer rubric.

1. Sections: 1 to 8, each with a name and a weight (the points it is worth). Weights add up to the total shown (e.g. 100 points). Add section or remove one with ×.
2. Process steps (optional): the things you expect on every conversation. Each is reported as followed, partly done or skipped, with a link to the moment, instead of being folded into the score. Add step to add one.
3. Click Publish version N. Publishing creates a new version and never rewrites old scores; Previous versions are listed underneath. Re-analyze a conversation to score it on the new version.

Scoring: Auto-analyze rules

Analyse recorded calls automatically instead of one at a time: every qualifying call from reps in their first days, plus a random sample of the rest, checked hourly and never above the daily cap. Off until you switch it on; uses your workspace's own AI connection.

14. Alerts at a glance Manager

Each alert goes out at most once per visit, by each manager's chosen channels (email, text, in the CRM). Turn Visit alerts off and check-in, timing and In the field still work.

15. Privacy and data

• Consent: nothing records until the rep (or CRM user) confirms everyone agreed.
• Who sees recordings: owners, admins and managers see the whole workspace; a rep sees only their own, even with a direct link.
• Recordings are stored privately and kept until someone deletes them. Playback links expire after a few minutes. Delete permanently erases audio, transcript, analysis and score; a record of who deleted it and when remains.
• Location: checked only when the rep taps Check in and while the visit is open. Only the distance from the address is stored, never where the phone is. Check-ins, on-site readings, live step progress and coaching texts delete themselves after 30 days. Erase location evidence removes them sooner.
• The live tracker stores step progress only, never live audio or a live transcript.
• Sales Coach never messages a customer and never changes a contact, appointment or deal. Follow-ups are drafts.

What to tell a customer or rep who asks: "Location is only checked while a visit is open, and we only keep the distance from the address, never where the phone is. Those records delete themselves after 30 days."

16. Troubleshooting

When you contact support, include the workspace name, the customer, the rep and the time of the visit.

17. Checklists