Ai Live Coach Cards

Let's dive into the details.

Who can use this

Dialpad offers a variety of plans and add-ons to match your exact business needs. Features do differ by plan, please check your plan details to see if you can access Ai Live Coach cards, and head to our pricing page to learn about more options. Check here to see which Ai language options are available in your country.

Language availability

Ai Live Coach cards are available in English, Spanish, and French.

• For use in English, make sure that your Contact Center language is set to English before creating your cards.

• For use in Spanish, make sure that your Contact Center language is set to Spanish before creating your cards.

• For use in French, make sure that your Contact Center language is set to French before creating your cards.

Note

Ai Live Coach cards created in a Spanish-language contact center won't work in an English-language contact center, and vice versa.

However, Spanish Ai Live Coach cards can still trigger if a Spanish trigger word is detected in mixed-language conversations. The same applies to English Ai Live Coach cards in an English contact center.

Create a Ai Live Coach Cards

To create an Ai Live Coach card, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad Ai

3. Select Ai Live Coach Cards > Select Create

Next, you have the option to use one of our templated Ai Live Coach cards, or to create one from scratch.

If you choose to create your own, simply fill in the blanks (you'll need to name the card, define the trigger keywords and agent response).

Each Ai Live Coach Cards requires the following details:

• Name

  • Title of your Ai Live Coach card

• Language

  • Select your desired language (English, Spanish, and French).

  • All existing Ai Live Coach cards are set to English by default.

• Description

  • What is this card for?

• Card Content

  • What information, links, or answers would you like your agents to see when this card is triggered?

• Trigger words/phrases

  • What words and/or phrases will trigger this card?

  • Will the trigger phrases apply to anyone on the call, just the rep, or just the customer?

    • Once you add a trigger phrase, the number of calls it’s triggered on in the last week will show up in brackets (ex (7)). This is useful for understanding how useful the trigger phrase will be.

• Assigned Groups

  • Which agents’ calls should trigger this moment or card? You can add multiple Contact Centers or Coaching Teams.

Edit Ai Live Coach card

Ai Live Coach cards can be edited at any time.

To edit an Ai Live Coach card, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad Ai > Select Ai Live Coach Cards

3. Select Options beside the Ai Live Coach Card you'd like to delete (that's the 3 vertical dots)

4. Select Edit

   

5. Make the desired change

6. Select Save

Once an Ai Live Coach card is assigned to a group, it can be edited from either the Dialpad Ai Admin page or the group’s Ai settings.

Note

Once an Ai Live Coach Card is created, the language can’t be changed.

Duplicate Ai Live Coach Card

To duplicate a Ai Live Coach card, go to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad Ai > Select Ai Live Coach Cards

3. Select Options beside the Ai Live Coach card you'd like to delete

   

4. Select Duplicate

5. Make the desired changes

6. Select Create Card

Delete Ai Live Coach card

Ai Live Coach card can be deleted at any time.

Deleting an Ai Live Coach card will remove it from all groups using  the card. Previous call details and summaries will not be affected.

To delete an Ai Live Coach card, head to your Dialpad Admin Settings.

1. Navigate to Contact Centers > Select the desired Contact Center

2. Navigate to Dialpad Ai > Select Ai Live Coach Cards

3. Select Options beside the Ai Live Coach card you'd like to delete (that's the 3 vertical dots)

   

4. Select Delete

5. Confirm by selecting Yes, Delete

Ai Live Coach Cards in Dialpad Meetings

Requirements

You must be on a Dialpad Support or Dialpad Sell plan to use Ai Live Coach cards with Dialpad Meetings. This feature is not available to standalone Dialpad Meetings users.

Ai Live Coach Cards for Dialpad Meetings are available in external meetings.

To use Ai Live Coach Cards in Dialpad Meetings:

1. Make sure Dialpad Ai is turned on

2. Mark the meeting as external

3. Choose which group you want to assign the meeting to
   

4. When an Ai Live Coach is triggered, you’ll see a notification on the right side of your screen
   

5. Select the notification

6. Select the Ai Live Coach card that appears in the Live Coach tab

   1. You can also access the Live Coach section at any time by selecting Ai Notes.

   

Note

Ai Notifications, which display your Ai Live Coach cards, are visible to all users when screen sharing. We recommend turning them off before your share your screen—you’ll be prompted to set your preference before your share your screen for the first time.

Analytics and call review

Once you’ve created an Ai Live Coach card, you’ll be able to see it in action the same way you can with our other pre-existing moments.

Note

If a trigger word is mentioned twice on a call, the card will only pop up the first time the word is mentioned. We still keep track of additional instances where the key phrase occurs, and they’re visible in the call review/analytics.