Tradesly · Guide
Say it once — it applies everywhere it should
Put each business fact in its proper place, then coach only the behavior that is different.
Hours, service areas, contact details, and the jobs you take should not be buried in several coaching messages. If the same fact is repeated in different places, it is easy for one copy to become stale.
The simple rule is to keep each business fact in its dedicated section, then use coaching for the way a particular teammate should handle it in conversation. That gives your team one place to maintain the fact and a clear place to describe any job-specific behavior.
1 Start with the source of the fact
Use Business Profile for your company name and contact details. Use Business Hours for the times you operate, Service Areas for the regions you cover, and the relevant Catalog section for the work you offer.
For example, if Saturday hours change, update Business Hours instead of pasting the new hours into several coaching chats. If you stop offering a job type, update the relevant Catalog section. These are easier for another admin to find later and easier for you to check.
Coaching still matters. It tells a teammate how to use a fact. You might want the Receptionist to offer the next open weekday appointment when Saturday is unavailable, while the Sales Caller should offer to call back on Monday. Those are different customer-facing behaviors, so coach them separately.
2 The steps
Identify the fact.
Decide whether the change is company information, hours, coverage, a service, or behavior for one teammate.
Update the dedicated section.
In Settings, use Edit and Save changes where those controls appear. Use Save for Service Areas.
Coach only the exception or response.
Open Your AI Team, press Coach on the relevant teammate, and describe how it should handle the updated fact.
Check each affected experience.
Use Call or Copy for the Receptionist or Callback Pro. For the Sales Caller, open Test Call, enter your own Number to call, and press Call this number.
Correct one mismatch.
If one teammate responds differently from what you need, return to that teammate's Coach chat with one specific example.
3 What a good result looks like
Another admin should be able to find the current fact without searching through old conversations. Each teammate you tested should use that fact correctly and offer a next step suited to its job.
Do not assume that one successful call proves every channel. If a fact affects both inbound and outbound conversations, test both. The purpose of saying it once is easier maintenance, not skipping the final check.
4 Keep facts and behavior separate
A useful way to write a change is:
- Fact: “We are closed on Saturdays.”
- Receptionist behavior: “Offer the next available weekday appointment.”
- Sales Caller behavior: “If someone asks for Saturday, offer to follow up on Monday.”
The fact belongs in the relevant Settings section. Each behavior belongs with the teammate that performs it. This keeps your public business information easy to update without turning one coaching instruction into a broad rule you did not intend.
If a recent coaching change needs to be undone, open Versions and review the available Restore options. After restoring, repeat the calls that matter to confirm the result.