# RateRight Growth Engine - Caller Guide **For:** Mae, Vena, and new sales team members **Last Updated:** January 28, 2026 **Version:** 2.0 - Comprehensive Edition --- ## Quick Start (First Day) ### 1. Login 1. Go to: https://rateright-growth-production.up.railway.app 2. Click "Sign in with Google" using your Gmail account 3. You're in! The system knows you're authorized. ### 2. Your Dashboard After login, you'll see: - **Today's Plays** - Top 3 leads to focus on (AI-picked) - **Call List** - Your prioritized queue - **Inbox** - SMS conversations waiting for replies - **Stats** - Your calls, conversations, conversions --- ## Daily Workflow ### Morning Routine (Start of Shift) 1. Check **Inbox** for any SMS replies that came in overnight 2. Reply to urgent messages first 3. Go to **Call List** - this is your work queue for the day 4. Start calling from the top (AI has ranked them for you) ### Making Calls #### Before Each Call (30 seconds prep) 1. Click on a lead in the Call List 2. Read the **Intel Brief** at the top - this tells you: - Who they are - Their company - What they mentioned in past conversations - Suggested opening line - Similar wins (how others closed leads like this) 3. Click the **green phone button** to call #### During the Call - **Everything is recorded and transcribed automatically** - just focus on the conversation - The **Live Copilot** panel shows: - Real-time transcription (what's being said) - If they raise an objection, AI suggests a response - Key points are highlighted - Take mental notes - the AI will capture details for you #### After the Call 1. **Call Outcome Sheet** pops up automatically 2. Select outcome: - **Connected** - Had a conversation - **Interested** - They want to proceed - **Converted** - They signed up! - **Callback Scheduled** - They want you to call back later - **Voicemail** - Left a message - **No Answer** - Nobody picked up - **Not Interested** - They declined 3. AI pre-fills notes from the call - review and save 4. If scheduling a callback, pick the date/time 5. Click **Save** - done! **What happens automatically after you save:** - Recording is saved - Transcript is stored - AI extracts intel from the conversation: - Companies they mentioned - Projects they're working on - People they talked about - Budget/timeline hints - Lead score is updated - Next caller sees this intel in their pre-call brief --- ## Understanding the Call List ### Why This Lead Badges Each lead shows why AI ranked them: - **HOT** - Score 70+ or showed strong interest - **REPLIED** - They responded to an SMS - **CALLBACK DUE** - You scheduled this follow-up - **SLIPPING** - Haven't been contacted in a while - **PATTERN MATCH** - Similar to past conversions ### Lead Scores - **70-100 (Hot)** - High priority, likely to convert - **50-69 (Warm)** - Good potential - **20-49 (Cool)** - Needs nurturing - **0-19 (Cold)** - Low priority ### Color Coding - **Red/Orange** - Urgent, call now - **Yellow** - Important - **Green** - Good to call - **Gray** - Lower priority --- ## Sending SMS ### From a Lead Profile 1. Open the lead 2. Click the **SMS tab** 3. Type your message OR click **AI Draft** for a suggested message 4. Review the message 5. Click **Send** ### From Inbox 1. Go to **Inbox** 2. Click on a conversation 3. Type your reply 4. Send ### SMS Tips - Keep messages short (under 160 characters if possible) - Use their name: "Hey {first_name}..." - One clear ask per message - Don't send after 6pm AEST ### Compliance Rules (Important!) **Never say:** - "hire employees" - say "connect with workers" - "our workers" - say "workers on the platform" - "guaranteed" - say "helps ensure" - "we manage" - we're a platform, not an employer The system will flag risky language before you send. --- ## The Inbox ### What You'll See - **Unread** - New messages needing response (red dot) - **All** - Complete conversation history - **Positive** - Leads showing interest (AI-classified) - **Negative** - Leads who seem uninterested - **Questions** - Leads asking something ### Responding Quickly 1. Click on unread conversation 2. Read the message 3. Either: - Type your own reply - Click **AI Suggest** for a recommended response 4. Send ### Intent Classification AI automatically classifies incoming messages: - **Positive** (green) - "Yes I'm interested", "Tell me more" - **Negative** (red) - "Not interested", "Stop messaging" - **Question** (blue) - "How much does it cost?" - **Unclear** (gray) - Needs human interpretation --- ## Key Features to Use ### Pre-Call Brief - Shows on every lead profile - Contains everything you need to know - **30-Second Summary** - Quick overview - **Conversation Starters** - Topics they've mentioned - **Similar Wins** - How others closed leads like this - **Predicted Objections** - What they might say, with counters ### AI Message Writer 1. On any lead, click **Draft Message** 2. AI writes a personalized SMS based on their history 3. Edit if needed 4. Send ### Today's Plays - Top 3 priority leads picked by AI - Each has 3 ready-to-send messages - Different angles: follow-up, value prop, urgency - One tap to send ### Callback Queue - Shows all scheduled follow-ups - Sorted by due date - Click to call or reschedule --- ## Tips for Success ### Calling Tips 1. **Read the brief first** - 30 seconds of prep makes a difference 2. **Use their name** - "Hey John, it's Mae from RateRight" 3. **Reference past conversations** - "Last time you mentioned the Parramatta job..." 4. **Listen more than you talk** - The AI captures what they say 5. **Schedule callbacks** - "When's a good time to chat more?" ### SMS Tips 1. **Reply quickly** - Within 30 mins if possible 2. **Keep it short** - One message, one purpose 3. **Use AI suggestions** - They're based on what works 4. **Don't double-text** - Wait for a reply before sending again ### General Tips 1. **Trust the Call List order** - AI ranks for a reason 2. **Check Intel Briefs** - They contain gold 3. **Log outcomes accurately** - This trains the system 4. **Use the compliance checker** - Avoid risky language --- ## Common Scenarios ### "I'm not interested" - Log as **Not Interested** - Don't argue - thank them for their time - They'll be deprioritized in the queue ### "Call me back later" - Log as **Callback Scheduled** - Set the date/time they requested - The system will remind you ### "I need to think about it" - Log as **Connected** or **Interested** (your judgment) - Add notes about their hesitation - Schedule a follow-up in 2-3 days ### No answer / voicemail - Log as **No Answer** or **Voicemail** - System may auto-enroll them in SMS follow-up sequence - They'll appear in your queue again later ### They signed up! - Log as **Converted** - Add any notes about the conversation - Celebrate - you earned XP points! --- ## Gamification (Battleground) ### How You Earn XP | Action | XP | |--------|-----| | Make a call | +10 | | Have a conversation | +25 | | Book a callback | +15 | | Get a conversion | +100 | | Daily streak | +50 bonus | ### Leaderboard - See how you compare to teammates - Daily, weekly, monthly views - Top performers get recognition ### Streaks - Call every day to build your streak - Bronze (3 days) → Silver (7) → Gold (14) → Diamond (30) - Streak bonuses multiply your XP --- ## Troubleshooting ### "I can't make calls" 1. Check your microphone permissions (browser needs access) 2. Try a different browser (Chrome works best) 3. Make sure you're on WiFi/good internet ### "The call list is empty" - All leads have been contacted recently - Check the Inbox for replies waiting - Ask your manager to import new leads ### "AI suggestions don't fit" - Edit them to sound like you - The more you use the system, the better suggestions get - Give feedback (thumbs up/down on suggestions) ### "I made a mistake on call outcome" - Contact your manager - outcomes can be edited - Future calls will update the lead status --- ## Key URLs - **App:** https://rateright-growth-production.up.railway.app - **Company Phone:** +61 468 087 171 (shows as caller ID) --- ## Getting Help - **Technical issues:** Message Michael on Slack - **Sales questions:** Ask in #all-hands Slack channel - **System bugs:** Note the error and report it --- ## Quick Reference Card ``` START OF DAY: 1. Check Inbox for replies 2. Respond to urgent messages 3. Go to Call List 4. Start calling from the top BEFORE EACH CALL: 1. Read Intel Brief (30 sec) 2. Note the opening line 3. Click green phone button DURING CALL: - Focus on conversation (AI records everything) - Use Copilot for objection help if needed AFTER CALL: 1. Select outcome 2. Review AI notes 3. Schedule callback if needed 4. Save and move to next lead END OF DAY: - Clear your callback queue - Check tomorrow's priorities - Log off ``` --- --- ## Power Features (Learn These Week 1) ### 1. Power Dialer Auto-advance through your call list with study time between calls. **How to use:** 1. Go to **Call List** 2. Click **Start Power Dialer** (rocket icon) 3. Choose study time: 30s, 1m, 2m, 3m, or 5m 4. Timer counts down → auto-dials at zero 5. After each call, timer restarts for next lead **Benefits:** Doubles your call volume vs manual dialing. ### 2. Voicemail Drop Pre-recorded voicemails you can drop with one click. **Setup:** 1. Go to **More → Settings → Voicemail Recordings** 2. Record your messages (intro, follow-up, callback) 3. Save them **During a call:** 1. Hit voicemail → see amber VM button 2. Click it → pick which recording 3. System plays your recording then hangs up 4. You're already on the next call ### 3. AI Call Prep (30-Second Advantage) Full pre-call briefing page with everything you need. **What you'll see:** - **30-second summary** - Who they are, what they need - **Opening line** - Copy and use - **Predicted objections** - With counter-responses - **Similar wins** - How others closed leads like this - **AI script** - Customized for this specific lead **How to access:** - Click any lead in Call List → goes to prep page automatically - Or click "Call" button on any lead profile ### 4. Voice Commands (Hands-Free) Control the CRM while on a call without touching anything. **Commands that work:** - "Mark this lead hot" - "Schedule callback tomorrow at 2pm" - "Send follow-up SMS" - "Skip to next lead" - "Add note: [whatever you want to note]" **How:** Use the microphone button or say "Hey system" during a call. ### 5. Today's Plays (One-Tap Outreach) AI picks your top 3 priority leads with ready messages. **On Dashboard:** 1. See your **Today's Plays** section 2. Each lead has 3 AI-written messages ready 3. Different angles: follow-up, value prop, urgency 4. **One tap to send** - no typing needed ### 6. Buying Signals Detection System alerts you when leads show purchase intent. **What gets flagged:** - "How much does it cost?" - "When can we start?" - "I need this by next week" - "Let me talk to my partner" **In your Inbox:** - 🔥 **HIGH INTENT** - Red badge, call immediately - ⚡ **BUYING SIGNAL** - Amber badge, high priority - 💬 **NEEDS REPLY** - Blue badge, respond today ### 7. SMS Sequences (Auto Follow-Up) System automatically follows up with leads who don't respond. **What happens:** - Log a call as "No Answer" → lead enrolled in sequence - System sends follow-up SMS over next 7 days - If they reply → sequence pauses automatically - You get notified of the reply **Opt-out:** Leads can opt out, and you can see their status on their profile. ### 8. Call Recording Playback Listen back to your calls for coaching. **Where to find:** 1. Open any lead profile 2. Scroll to **Call History** 3. Click play button on any call 4. Full recording available **AI extracts:** - Companies they mentioned - Projects discussed - People they talked about - Budget/timeline hints ### 9. Dark Mode Easier on your eyes during long shifts. **Enable:** 1. Go to **More → Settings** 2. Toggle **Dark Mode** 3. Or set to "System" to match your phone ### 10. Training Wheels Tooltips on every button to help you learn. **Enable:** 1. Go to **More → Settings** 2. Toggle **Training Wheels** on 3. Hover/tap buttons to see what they do **Power Features Guide:** - More → Settings → **Learn Power Features** button - 10 high-value features explained with step-by-step guides --- ## What Happens Behind the Scenes ### After Every Call 1. **Recording saved** - Listen back anytime 2. **AI transcribes** - Full conversation captured 3. **Intel extracted** - Companies, projects, people mentioned 4. **Summary generated** - Key points and next steps 5. **Score updated** - Lead score adjusts based on conversation 6. **Dossier updated** - Next caller sees the intel ### After Every SMS 1. **Intent classified** - Positive, negative, question, unclear 2. **Buying signals detected** - High, medium, low 3. **Entities extracted** - Locations, headcount, timelines 4. **Lead score adjusted** - Hot leads surface to top ### Learning System - Every conversion is analyzed for patterns - Winning approaches are saved and shared - Similar leads get flagged: "This worked before" - Objection responses tracked for effectiveness --- ## Quick Shortcuts | Shortcut | What It Does | |----------|--------------| | Click phone icon | Call the lead | | Click SMS icon | Open message composer | | Swipe left on lead | Quick actions menu | | Long-press message | AI explain, copy, extract | | Double-tap lead | Mark as hot | --- ## Mobile App (PWA) ### Install on Your Phone 1. Open the app in Chrome/Safari 2. Click "Add to Home Screen" when prompted 3. Now it works like a native app **Benefits:** - Full-screen (no browser bar) - Works offline (basic features) - Notifications work --- Welcome to the team! The AI is here to help you succeed from day one.