Plan requirement
| Subscription | UC-Essential or higher, x-bees Basic or higher, x-hoppers BackOffice or higher |
| Also required | AI+Data Boost |
Find the moments worth discussing without listening to an hour of audio, and use real examples in coaching.
Two versions, and the difference matters
Which one you get depends on the subscription, and the gap is precisely the part you would coach with.
| Both versions | Watch the recording, read the transcript, see what share of the talking each person did, share a link |
| Simplified view only | Search within the transcript |
| Full view only | Highlights, meaning a summary with the key topics and decisions; sentiment along the timeline; translation of the transcript and the highlights; downloading the recording; and comments, so you can start a discussion with the people who were there or leave private feedback |
The full view comes with x-bees SuperBee and x-hoppers SuperHopper + AI. Everything from UC-Essential, x-bees Basic and x-hoppers BackOffice upwards gets the simplified view.
So the coaching described below is a full-view activity. On the simplified view you can still play a call and read it, which is enough to prepare a conversation, just not to hold it inside the tool.
Who can hear which recording
Everyone can reach their own calls and conferences: if you were in it, and you are allowed to see recordings at all, you can open it.
Hearing a call you were not part of takes a second, separate permission, and it is granted per person rather than in general. The usual shape:
- Most people get only the conversations they were in.
- Team leaders get their own group as well.
- A small number of senior people get everything.
That middle tier is the one worth thinking about, because it is where "my manager can hear my calls" becomes true. It is set up by us, so decide the shape you want and tell us; if somebody hits a message saying they cannot open a recording, this is why.
Start from the transcript
Read before you listen. A transcript is scannable in a way audio is not, and you can jump straight to the part that matters instead of scrubbing through a recording.
Getting there from your CRM
Where calls are logged to a CRM through the Integrations Hub, the summary that lands there carries a link straight into Revenue Intelligence. So the route into a recording is usually the CRM note somebody is already looking at, not a search in a separate tool.
What to look for
- The objection. What the customer hesitated about, in their words rather than as reported afterwards.
- The turning point. Where a conversation started going well or badly.
- What was promised. Particularly useful when a deal later goes wrong.
- Patterns across calls, which is where the value is. One call is an anecdote.
Using it in coaching
Bring two or three short moments rather than a whole call. Nobody learns from being walked through forty minutes of their own conversation, and the specific beats the general every time.
Ask what they were thinking at that point rather than telling them what they should have said. The recording is the evidence, not the verdict.
Check numbers and names against the audio. Transcription is good but goes wrong exactly where it matters most: figures, dates, company names. Never quote a transcript back to a customer without verifying it.
What people will assume
If your team believes every call is being reviewed, they will play safe and have worse conversations. Say what recordings are used for and, more importantly, what they are not used for. That conversation is worth having once, properly, at the start.
Telling customers
Recording and transcription must be disclosed. In most countries that is a legal requirement and the obligation is yours.
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