Overview

Copilot is a powerful tool designed to streamline your sales process, enhance customer interactions, and provide valuable analytics. This guide will walk you through the main features and functionalities of Copilot to help you use it effectively in your business operations.

Video Walkthrough

Navigation Basics

Main Tabs

• My Calls: View calls handled by your specific sales rep
• Company Calls: Access all calls across your company
• New Call: Make new outbound calls
• Analytics: Review call data and performance metrics
• Settings: Review and edit settings including playbooks and battlecards

Call Information Display

When viewing your calls from the calls tab, each call entry shows:

• Date and time of call
• Call duration
• Caller name and phone number
• Assigned salesperson
• Call source (queue, direct, etc.)
• Option to make a direct follow-up call

Using Call Tags

Call tags help you organize and categorize calls for follow-up actions:

1. Select the appropriate tag for each call (needs follow-up email, spam call, etc.)
   1. The "+" symbol to the left of each call
   2. This can also be done within a call itself
2. Use filters to find calls based on specific tags
3. Create custom tags by navigating to Settings > Call Tags

Filtering Calls

Filter your calls based on various criteria:

• Date range
• Call time
• Inbound/outbound status
• Specific salesperson
• Voice agent calls
• Applied tags

Managing Calls

During an active call, you'll have access to

• Battle Cards: Automatically triggered responses to common customer objections
• Lead Details: Customer information captured during the call
• Playbook: Guided script to follow during the call
• Call Export: Export the call details directly to Supermove or Smartmoving to instantly create a new lead
• Action Items: After each call Copilot will automatically generate next steps

Making Outbound Calls

1. Click "New Call" button
2. Enter the name or phone number of the person you want to call
   • Previously called contacts will appear automatically
3. Select the outbound number you want to display on caller ID
4. Press "Call"
5. Answer the incoming call to your direct number
6. The system will connect you to your customer and activate Copilot features

Analytics Features

Call Analytics

• Number of completed calls (inbound and outbound)
• Average call duration
• Call performance by queue, voice agent, or salesperson
• Call status breakdown (completed, missed, canceled)
• Call sources
• Detailed call logs with links to recordings

Call Coaching

Use the Call Coaching feature to:

• Track how well sales reps follow the established playbook
• Identify which questions are being asked consistently
• Monitor performance metrics for individual representatives

Settings and Configuration

Playbooks

Playbooks are guided scripts for your sales team:

1. Navigate to Settings > Playbooks
2. Create or edit tasks within the playbook
3. Arrange tasks in your preferred order

Task Types:

• None Action: Questions for sales reps to ask (AI automatically marks these complete)
• Send Email: Generates post-call emails with call details
• Custom: Extracts specific information from call transcripts (like inventory lists)

You can create multiple playbooks for different call types (inbound, outbound, confirmation, escalation).

Battle Cards

Battle cards provide rebuttals for common customer objections:

1. Go to Settings > Battle Cards
2. View existing cards or create new ones
3. Set trigger words/phrases (shown in gray)
4. Define the content that will display to your sales rep

Call Tags

Customize call tags to categorize calls for follow-up:

1. Navigate to Settings > Call Tags
2. Create new tags with descriptive names

Call Summaries

Customize what information appears in your call summaries:

1. Go to Settings > Call Summaries
2. Select which data points to include (name, email, phone, etc.)

Action Items

Configure automatic follow-up suggestions:

1. Navigate to Settings > Action Items
2. Choose which types of follow-up actions to include or exclude

Voice Agents

AI-powered agents can handle calls after hours or during overflow periods. Contact support to set up this feature.

Call Queues and Forwarding

These settings determine how calls are routed through your system:

• Call Queues: Routes calls from your system to Copilot and back
• Call Forwarding: Associates phone numbers with specific users
• Outbound Calling: Sets available numbers for outbound calls

Company Details and Team Members

Manage your business information and user accounts:

• Company Details: Update information that appears in emails and documents
• Business Numbers: Confirm multiple business lines for outbound calling
• Team Members: Add or edit user accounts with their contact information

Need Help? If you need assistance with playbooks or other Copilot features, contact our support team at help@supermove.com or reach out to your Customer Success Manager.