Partner Playbook · Learn the product
Thank you for being on this journey with us. You are about to learn how to bring real value to your customers through the phone service you already sell. Let's take you through the product.
This is the part of the job I love. You already own the relationship, you already own the phone bill, and you are about to walk in with something your customer has been reading about for two years and could never actually buy.
Everything in this playbook is written so you can pick it up and use it the same day. Read this page once, click through the demo once, and you are ready. If anything here is unclear, or you hit something in front of a customer that this playbook did not prepare you for, tell me. I would rather fix it for everybody than have you work around it.
Let's crush this, together.
There is nothing to install at the customer, nothing to migrate, and no second system for anyone to learn. Their phones keep working exactly the way they work today. What changes is that the conversations stop disappearing.
After Call, First Alert, and Insights Hub all come on the same seat. There is no menu to assemble and no module to leave out by accident.
It cannot drop a call, add delay, or touch call quality. This is the first question a technical buyer asks and it is the easiest one you will ever answer.
Branding is set during onboarding. Your customer sees your name on the product and on the notification emails, and buys it on the bill they already pay you.
The seat has to be recording already. There is no recording surcharge on top of what they pay today, but if nothing is recorded there is nothing to process.
Your team's shared follow-through system
Every analyzable conversation comes back as a summary. Every promise made inside it becomes a task with an owner, a due date, and a status. Tasks go to anyone in the business, including the people who never touched the conversation and the people who have no extension at all.
Summaries land in email, so nobody has to log in to get value on day one. History is searchable by name, number, summary, highlight, and transcript text.
"The bit your team keeps dropping is the promise made at minute eleven. This writes it down every time, and it does it without anyone changing how they work."
The real product. Call history, written summaries, and open tasks per conversation.
The notification email is the thing that sells this. Call details, the summary, the highlights pulled out of the conversation, and the task with its owner and due date. It arrives under your brand.
One click copies the whole record into whatever they already use. No integration required to start getting value.
Sent under your brand, on behalf of your customer's communications provider.
See it while you can still save it
Each conversation is checked against conditions the business sets. There are exactly three kinds: a keyword or phrase, a sentiment threshold, and a topic by name. When one matches, an alert reaches the manager the business designates, carrying the summary, the evidence, and the criteria that matched.
Most of the engineering here goes into what not to surface. An alerting product that fires on everything gets switched off in a week.
"Right now the owner finds out on Thursday that a customer walked on Monday. This tells them Monday, while they can still pick up the phone."
Three condition types on screen, and no more than three. That is the whole trigger model.
The alert email carries a criteria block, so the manager can see exactly why it fired. It also carries the two sentences that answer the surveillance question before anyone asks it: the alert goes to a person, and nothing is routed, held, or decided by software.
Frontline users do not see alerts and do not see the alert views. That is a permission boundary, not a setting. Say it out loud on the call. For an owner, it is the difference between a management tool and something their team will quietly resent.
Criteria matched, evidence attached, and the non-routing rule stated in the footer.
The pulse of the business without listening to a single conversation
Trending topics with period-over-period comparison and volume counts. Spikes rise on their own. Conversation volume, answered and unanswered. Drill from any trend straight into the conversations sitting underneath it.
Ask Agent answers prepared questions across the whole account. Views are role based, so the business decides who sees what.
"You used to know what was going on because you could hear the room. You have four times the people now. This is how you hear the room again."
Trends with period comparison, and Ask Agent offering prepared questions.
Our whole position is that we say what we do not do. That posture is worth more than any single feature, and it only works if it holds under pressure. Learn this column as carefully as the other one.
With an owner, a due date, and a status, assignable to anyone in the business.
On keyword, sentiment threshold, or topic. Evidence and matched criteria attached.
Period-over-period comparison, with the conversations underneath one click away.
Name, number, summary, highlight, and transcript text. On by default.
Card data is redacted. That claim is correct and you may make it.
Set during onboarding, including on the notification emails.
No write path, no pre-populated fields, no approval workflow. No PSA, EHR, or DMS connector either. The record leaves by clipboard copy or by one webhook per location.
Insights Hub has no location dimension. A location admin over four sites gets one rolled-up view of four sites. Not four views, and not a comparison.
Ask Agent answers prepared questions only. A typed question is recorded for review and not answered.
It is detected, flagged, and protected by access control and an audit trail. Never say it is redacted, masked, or scrubbed.
No SOC 2, no HIPAA, no ISO 27001, no badge, no percentage. We hold none of them and we claim none of them.
First Alert holds no state between calls. "Rang three times this week" cannot be a trigger.
None of these are hard. They are just the specific places where the story people carry in their head runs ahead of what shipped. Every one of them is cheap to avoid and expensive to walk back.
No recording, no record. We cannot turn a platform's recording on or off, and that control sits with the platform vendor. Confirm it in discovery rather than on the install call.
First Alert is within minutes of hang-up. After Call and Insights Hub are same business day. Those three phrases are locked. Swapping them is the fastest way to lose a technical buyer.
This is the single most common overclaim in circulation, and it is the one a buyer discovers on the first technical call. The right line sells better anyway: one click copies the whole record, and no integration is required to start getting value.
Ask Agent takes prepared questions. If you say "ask it anything" and the buyer types their own, the surface records the question and does not answer it, in front of them. Show the prepared questions and let them pick.
It does not exist and it is a natural thing for a multi-site owner to ask for. Answer what the product does: location is a scope and a drill-through filter, and the account rolls up into one view. Then stop. No date, no quarter, no "we are working on it."
Payment card data is redacted. Conversations detected as personal are suppressed before analysis. Personal and health information is detected and flagged, protected by access control and an audit trail. Never say scrubbed, masked, or removed, and never say never analyzed.
No SDK, no developer portal, no marketplace, no packs to install or activate, and nothing named as a coming upgrade. If a buyer wants something that is not on this page, the honest answer builds more trust than the hopeful one. Send it to me and I will get you a real answer.
The connector retrieves the recording and playback in the application is served from our copy, held under the stated retention schedule. Do not say recordings stay put or live on their platform. That is a data residency answer a security reviewer will test, and the comfortable version is the wrong one.
Every analyzable business conversation produces a record. Never say one hundred percent, never say full coverage, and never say every conversation rather than a sample. Coverage is bounded: no recording retrieved means no record, and excluded, personal, and robocall traffic is dropped.
The full customer-facing trust panel, covering privacy, retention, and the subcontractor position, is being written as one piece. It ships whole or not at all, so nothing in this playbook publishes a partial version of it. Until then, the wording above is what you may say.
Who to call first, the three lines to lead with, and templates you can send today.
Open →What the phone companies charge for AI, and one brief and one handout for each of them.
Open →The shared demo login, the four-screen walkthrough, and the questions that do the selling.
Open →Set your markup, size the account, and print a customer-ready quote in your own brand.
Open →A question this playbook does not answer, a customer asking for something you are not sure we do, or a deal you want a second pair of eyes on. Any of it, any time. I would much rather take the call than have you guess.