What it reads
Help desk tickets, chats, emails and calls, your AI agent’s conversations and handoffs, internal conversations like Slack threads and ticket notes, your knowledge base and, if you run QA, your scorecards, plus any other source you integrate or bring in through bulk ingest.How it works
- Your conversations, plus the context around them. Connect your help desk, calls and AI agent, plus your knowledge base and internal conversations, like Slack threads and ticket notes. Handoffs show what the customer went through before reaching the rep, the knowledge base shows when an answer was out of date, and internal threads show where reps asked for help. If you run QA, your scorecards come along too.
- One row per rep, with coaching points and strengths. Every conversation is read in full and joined with the articles that apply. Then the agent adds new fields: what to coach and what to praise, each linked to the conversations behind it. One-off misses are left out, so the 1:1 stays on what keeps happening.
- A brief for every rep, plus a rollup of team trends. Each brief has the rep’s week at a glance, the coaching points that matter that week, the conversations to open together, and the strengths to call out. Team leads get their reps’ briefs in a Slack DM before their 1:1s, and the full briefs post wherever your team keeps coaching notes, like Notion, Confluence or Google Drive. QA managers and team leads also get a team rollup to spot patterns and trends, like the same skill slipping for several reps at once.
What you get
Coaching notes for every rep, ready before the 1:1.Build it
Tell Rippit chat to “set up coaching notes for every rep before their 1:1,” or ask your own AI assistant with Rippit connected. Rippit drafts it as a pipeline, tests it on a sample, and puts it live when you confirm. You can change what it reads, how it scores, who it notifies, and how often it runs at any time.Questions
Do we need a QA program?
Do we need a QA program?
No. It finds coaching opportunities in the conversations themselves, like how reps say no, when they escalate and whether they follow up. If you run QA, with AutoQA or your own reviewers, it folds those scores into each brief.
How does it pick what to coach?
How does it pick what to coach?
It looks for patterns across the rep’s week, like the same miss in several conversations or a habit that keeps slipping, and ranks them by how often they show up and how much they affect customers. Each point comes with the conversations that show it, so the rep sees exactly what you mean.
Why does every brief include a strength?
Why does every brief include a strength?
Because coaching that’s only about misses is the fastest way to lose a rep’s attention. Every brief names something the rep did well, with an example to show, so the 1:1 opens on what to keep doing.
Where do the briefs go?
Where do the briefs go?
Each team lead gets a Slack DM with their reps’ briefs, and the full briefs post wherever your team keeps coaching notes, like Notion, Confluence or Google Drive. A weekly team rollup of patterns and trends goes to QA managers and team leads. It runs every Monday by default, and you can change the schedule any time.