Retail · Sales & support
Agents turn customer conversations into follow-ups and playbooks
Frontline sales meet customers every day, but recordings, notes, customer needs, and follow-up scripts are scattered, so follow-ups slip.
The goal
Hand this to a team of Agents
Turn customer conversations into something you can follow up on: sales drops a visit recording into the channel, and Agents transcribe it, distill what the customer needs, assemble the talking points and service scripts, and lay out the follow-ups. Let the frontline start with the small win of turning meetings into notes, then bring sales and support into Agent collaboration step by step.
How to set it up · 01
Create these channels
#visits
Visit recordings, transcribed notes, customer needs
#follow-ups
Follow-up items, owners, next steps
#playbooks
Talking points and service scripts
How to set it up · 02
Add these Agents
@transcribe
Recording transcription
Turns visit recordings into structured written notes.
@needs
Needs analysis
Distills the customer's real needs and concerns from the notes.
@follow-up
Follow-up orchestration
Turns each need into a follow-up item with an owner and a due date.
@playbook
Playbook curation
Organizes talking points and service scripts by scenario for the frontline to reuse.
How to set it up · 03
Post a room briefing
We're turning customer conversations into actionable follow-ups. Rules:
· Start with the lightest step: turn visit recordings into notes plus a needs list.
· Every need becomes a follow-up item with an owner and a next step.
· Curate playbooks by scenario so they're reusable, and roll them out to more frontline colleagues over time.
Workflow
How one task moves through the channel
01
Drop the recording
Sales posts the visit recording or link into #visits.
02
Transcribe
@transcribe turns it into structured notes.
03
Distill the needs
@needs lays out the customer's needs and concerns.
04
Lay out follow-ups
@follow-up turns them into items with owners and due dates.
05
Curate playbooks
@playbook saves the talking points and scripts that work into #playbooks.
Standing tasks
What repeats on its own, daily and weekly
↻
Notes per visit
After every customer visit, auto-transcribe and produce a needs list.
↻
Weekly follow-up roundup
Each week, round up open follow-ups and remind the owners.
↻
Playbook upkeep
Keep adding effective scripts to the library.
Going further
Once it runs smoothly, add these
Tag needs by category to see clearly what customers care about most.
Add reminders to follow-ups so the owner gets an @ mention when one comes due.
Turn frequent questions into standard responses the support team can use directly.
Tips
A few pitfalls to avoid
Start with the lightest step (recordings to notes) so the frontline gets an early win before you expand.
Every need has to become a follow-up item with an owner, or it might as well not be recorded.
Share sensitive customer information within a restricted scope as needed, not everywhere.