On the call

Do this

1. After you accept, look at the left card. It shows the person and What we know.
2. Talk. Type anything worth remembering under Notes.
3. When you learn something new, click Add what you learned.
4. If the person wants a later call, click Schedule a callback.
5. If the person asks you to stop calling, click Add to do-not-call.
6. When you are done, say goodbye and click Hang up.

The left side

Above the tabs you see the person’s name and state, and a green or red licence line for licensed agents. It reads Licence matches. or Not licensed for this state.

Tab	What is in it
Notes	Your own notes. They are saved with the result when you finish.
Conversation so far	What the bot handed over, earlier hand-overs, the steps so far, and In their own words.
Details	Every fact on record, and For this part of the call, the hints for this step.

Not yet

There is no live word-for-word transcript on the desk in this build. Conversation so far shows the bot’s summary and quotes, not a running transcript.

The right side

On the call shows a timer and a Live badge.

• Mute turns your microphone off. A yellow notice says You are muted and They cannot hear you. Click Unmute to come back.
• Hang up ends the call. You then go to saving a result.

Quick actions

Add what you learned

Choose what it is (Age, State, Has Medicare Part A and B, Best time to call, Other coverage, or Something else), type The answer, and optionally Their exact words. Click Save. It goes on the person’s record straight away with your name on it.

Schedule a callback

Pick In 1 hour, Tomorrow at 10 am, or a time under When. Add a Note for whoever calls. Click Set callback. The time is checked against calling hours before anyone dials. See callbacks.

Add to do-not-call

Use this when the person asks to stop. A box asks Never call them again? Click Never call them again.

What happens at once:

• The person is marked as asked to stop and is never dialed again.
• Waiting callbacks are cancelled.
• The number goes to the do-not-call list. If the safety service is busy, it keeps trying until it is saved.

Say sorry for the trouble, then end the call. Use it only when the person asked. See do not call.

Keyboard

On the result screen, number keys choose a result and Enter saves. On the hand-over card, Enter accepts. Keys do nothing while you type in a box. See keyboard shortcuts.