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The product, page by page. Every page is also served as Markdown, so the same words reach the models a team works in.

Administration

Coach configuration

What is configured on a coach, which parts you change yourself and which go through your provider, and the change that most often breaks a live account.

A coach is a configured object. Some of it you maintain; some of it is changed with your provider, because getting it wrong takes a working coach off the air for every rep at once.

#Where the line sits

You maintain
  • The knowledge base: products, buyers, competitors, standards.
  • Personas, products, scorecards and roleplays.
  • Users, teams, tags and roles.
  • Which roleplays are published and to whom.
Changed with your provider
  • The coach's prompts and methodology.
  • Its button row.
  • Which skills it carries.
  • Adding a new coach, or branding one.
The configuration boundary. Everything on the right can affect every rep on the account simultaneously, which is why it is not self-served.

#What is on a coach

  • Methodology prompts. The framework it reasons from, in its rep-facing and manager-facing forms. A coach can hold both, which is how a single coach serves reps and their managers with different behaviour.
  • Buttons. The row above the composer, per role. See Coach buttons.
  • Skills. The repeatable jobs it can run. See Skills.
  • Identity. Name, avatar and voice.

#The change that breaks accounts

A button can be live and still do nothing

A button that invokes a skill only fires when that skill is loaded for the user. Those two things are configured in different places, and a mismatch is silent: the rep clicks, nothing happens, no error appears anywhere.

This means a coach can look correctly configured on every screen you can inspect and still be dead in a rep's hands. It has happened on live accounts.

Two consequences worth holding on to.

Asking the coach to run the skill by name is not a valid test. Invoking a skill conversationally can succeed while the button that invokes the same skill does nothing, because they resolve it differently. A natural-language test will pass on a coach whose buttons are all dead.

The only real test is a click. Sign in as a user who holds the affected role, on the affected coach, and click the actual button. Anything short of that is checking configuration rather than checking the product.

#When you change a coach

Ask your provider for the change to be staged rather than applied live:

  1. Applied on a test coach first and clicked through end to end.
  2. Applied to the live coach in a window where someone can verify.
  3. Verified by a real click on the rep surface, not by inspecting configuration.
  4. With a way back. A snapshot taken before the change restores the previous state quickly.

#Multiple coaches

An account can run more than one: typically a rep coach and a manager coach, sometimes several rep coaches for different methodologies or business units.

Each carries its own history with each user, its own buttons and its own skills. Users switch through the coach selector, and the platform remembers the last one selected per user. That last detail causes more confused support requests than anything else on this page: a user on the wrong coach sees the wrong buttons and reasonably concludes something is broken.

Last updated 3 September 2026

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