Coach
Coach turns what you ask into one change to one setting of your agent. You see the change first, as the old value and the new one, and nothing happens until you apply it.
Coach is a Preview today. You can ask, and it shows the change it would make. Apply is switched off until Coach is live, and Tell me when it’s live records that you want it.
Where it is
| Where | What opens |
|---|---|
| An agent’s page | Test, then Coach in the dock’s switch. It works on every agent page, on a phone too. |
| Home | Ask Coach… opens Coach for the agent you chose and sends your request. |
| Inbox, Insights, Knowledge and the other sections | The Coach button at the top right opens Coach for the current agent. |
| Unanswered | Fix with Coach, under an open issue’s plate, attaches that question. |
What it changes
Six kinds of change, and only these:
- Tone, such as shorter answers or a friendlier greeting.
- A rule, such as never quoting prices.
- Handover, such as passing refund questions to a person.
- A knowledge source, such as your returns page.
- An answer to a question your agent couldn’t answer.
- What it says when it doesn’t know, such as offering your contact form.
A plain request outside these gets a line saying what Coach can do, with three examples to start from.
The page chip and the starters
The chip under the first line says what Coach is looking at: Page: Overview (no page chip on a workspace page such as Inbox), or Editing Handover after you press a card while Coach is open, or the question you attached. The × on a card or question chip takes it off.
Try one lists three starters for the page. A starter fills the box; it never sends.
The change
Each change shows the old value, the new one and why. Apply is off for now. Try it switches to Test and sends a question about it. Until Coach is live that shows the answer today, not after the change. Decline closes it. Edit the wording puts Change it to: in the box so you can say the new value yourself. While a change is open, the card it would change glows on the Overview.
When Coach is live it will be free for owners within a fair-use limit.