The Live Call Cockpit
The cockpit is the real-time dashboard that opens automatically when a call comes in. It shows the live transcript, active playbook steps, and data-capture fields — all updating as the conversation progresses.
Transcript Panel
On the left side of the cockpit you'll see the rolling call transcript. Speaker labels identify who said what (Caller vs. Agent). The transcript is color-coded:
- Blue — Staff (agent) speech
- Gray — Customer (caller) speech
- Yellow highlight — A phrase that triggered a playbook step or flag
Active Steps Panel
On the right you'll see the current playbook steps. The AI automatically advances to the next step as the conversation moves forward. You can also tap any step manually to jump to it.
Quick-Fill Fields
When the AI detects data the caller is providing — a phone number, an address, a date — it pre-fills the field in the current step. Staff can accept, edit, or clear the auto-fill before submitting.
Flag a Moment
Tap the flag icon (🚩) next to any part of the transcript to mark it for review. Flagged moments appear in the call history and can be reviewed by supervisors.
End Call & Wrap-Up
When the call ends (or you click End Call), the wrap-up drawer slides open with a pre-drafted summary and all captured fields. Review, edit if needed, and click Submit to log the call and push data to your CRM.