How Oliver's role-aware Coach Chat helps reps, managers, owners, admins, and superadmins
Coach Chat is Oliver's on-demand AI coaching assistant. It opens from the Coach button in the top navigation and adapts to your role, so the first message, quick actions, and advice are different for reps, store managers, owners, org admins, and platform admins.
The same chat surface is used across roles. What changes is the context Oliver is allowed to use and the kind of help it offers.
Coach Chat helps you turn recent activity into a next action:
Coach Chat is advisory in this version. It can draft a 1:1 note, suggest practice, or recommend where to look next, but it does not directly assign training, update goals, change permissions, edit products, or change settings.
You can also open Coach Chat from a call result by clicking Chat with Coach. When opened from results, Oliver receives a summary of that call, including the product, call type, score, strengths, and improvement areas when available.
Your Coach mode is resolved from your verified session. The browser does not get to choose your role.
| Your role | Coach title | What it focuses on |
|---|---|---|
| Employee | My Coach | Your calls, your goals, practice habits, objections, and the next skill to work on |
| Manager with a location | Team Coach | Location-scoped team activity, rep coaching priorities, 1:1 notes, and practice assignments |
| Manager without a location | Org Coach | Location comparisons, adoption risks, training gaps, ROI signals, and organization priorities |
| Admin | Admin Coach | Setup quality, products, training readiness, usage, permissions, and configuration gaps |
| Superadmin | Platform Coach | Customer health, trial risk, platform usage, cost anomalies, and onboarding gaps |
The quick actions at the bottom of an empty Coach Chat are also role-aware.
Employees may see actions such as:
Store managers may see actions such as:
Owners may see actions such as:
Org admins may see actions such as:
Superadmins may see actions such as:
Coach Chat changes its wording when it opens from a call result.
If you are an employee reviewing your own call, Oliver treats it as your call and helps you understand what to keep, change, and practise next.
If you are a manager reviewing a rep's call, Oliver treats it as this rep's call and helps you decide how to coach the rep, what to reinforce, and what practice to assign.
If you are an owner or admin reviewing a rep or location result, Oliver treats the call as one signal inside broader team or organization patterns. It can help compare the call to likely coaching priorities, but it will not claim to see raw transcript details unless those details are explicitly provided.
Coach Chat only uses summarized data that your role is already allowed to access.
For employees, Oliver can use:
For store managers, Oliver can use:
For owners and org admins, Oliver can use:
For superadmins, Oliver can use:
Coach Chat does not automatically have full transcripts in this version. It works from scores, summaries, and selected call-result context.
It also cannot see:
If you ask about a specific moment that Oliver cannot see, it should say that it can only see summaries and scores, then help you reason from the information available.
Approved onboarding profile facts are setup context, not current performance metrics. Oliver can use them to personalize recommendations, but it should distinguish them from dashboard activity and evaluation scores.
For employees:
"What should I practise next based on my recent calls?"
"Help me handle price objections more confidently."
For managers:
"Who needs coaching today, and what should I do first?"
"Draft a 1:1 coaching note for this rep based on their latest call."
For owners:
"Which location needs attention this week?"
"What adoption risks should I focus on first?"
For org admins:
"What setup gaps could block the team from using Oliver well?"
"Summarize usage this month and call out operational risks."
For superadmins:
"Which customers need attention?"
"Find usage or cost anomalies across the platform."