Overview

This guide explains what you'll see on your screen during active calls and how to use the features to capture customer information effectively, and best leverage AI Copilot features during your live calls.

Video Walkthrough

Call Information (Top Section)

When you have CoPilot open during a call, you'll see:

• Call direction (incoming or outgoing)
• Call queue the call came from
• Phone number of the caller
• Date and time of the call
• Call timer (starts at 0:00 and counts up during the call)

Your Playbook (Right Side)

• Shows your call script/questions to ask
• Automatically checks off questions as you ask them
• Skips questions if you jump around - just crosses off the one you go to
• You can go back to missed questions anytime
• Purpose: Ensures you gather information consistently and have everything needed for follow-up

Battle Cards Feature

What Are Battle Cards?

• Rebuttal responses to specific customer questions or pushback
• Appear in the middle of your live call screen when trigger words are said during the call
• Provide information to help sales reps respond effectively

Examples of Battle Cards:

• Pricing questions: Shows your standard pricing information
• "Too expensive" pushback: Provides rebuttal responses to continue the conversation
• Objection handling: Gives responses to address customer hesitancies

Note: See our other help desk article for detailed battle card information

Lead Details (Left Side)

Automatic Information Capture

As you talk with the customer, this section automatically fills in:

• Phone number (always captured)
• Name and email
• Move size, date, and time
• Locations (can be ZIP codes, cities, or full addresses)
• Salesperson assigned
• Referral source
• Additional notes (important details like "500 pound piano" or "need to move tomorrow")

Real-Time Updates

Information populates automatically as the conversation progresses, so you don't need to manually enter everything.

Exporting Leads

When You Can Export

• During the call or after the call
• Need minimum contact information to export
  • Name
  • Email
  • Phone Number
• Works with SuperMove or SmartMoving

What Happens When You Export

• Information transfers to your CRM
• Automatically creates a lead in your chosen platform
• Ready for quote generation and follow-up
• No need to re-enter customer information

Key Benefits

• Stay organized with automatic information capture
• Follow consistent process with playbook guidance
• Handle objections effectively with battle cards
• Save time by avoiding duplicate data entry
• Never miss information with real-time lead details

Best Practices

• Follow your playbook to ensure consistency
• Watch for battle cards to help with customer responses
• Check lead details are complete before ending the call
• Export immediately to avoid losing 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