Tradesly · Guide
The Reference panel: your cheat sheet during a call
Find approved company answers without leaving the live-call view.
Mid-call is a difficult time to remember every service rule, fee, or scheduling limit. The Reference panel keeps available company information beside the conversation so you can look up an answer without leaving the ticket.
1 What to use it for
Use the panel to read the company information available for the current ticket. Search with a few specific words when you need a service, policy, price, area, or scheduling answer. Read the heading and full answer before repeating it to the customer.
Reference information can become outdated if a policy changes. If an answer looks wrong, do not promise it. Give the customer a careful follow-up expectation, then ask an admin to correct the source information.
2 Where you'll find it
The right rail on a ticket lets you switch between Reference and AI Insights. Use Reference for saved company information during a call. Use AI Insights to review the available post-call summary and observations. These panels support your judgment; neither replaces confirmation of an important price, date, or policy.
3 The steps
Open the live ticket.
In Office, select the call you are handling.
Open the reference material.
In the right rail, choose Reference.
Read before answering.
Check any displayed section fully before using it. If it does not answer the question, search with a few specific words.
Confirm the useful details.
Read the full result and compare it with the customer’s request. Verify an important price, policy, area, or appointment before promising it.
Answer or arrange a follow-up.
Give the customer the approved answer. If you cannot verify it, record the question in a note and arrange a follow-up instead of guessing.
4 One source, one answer
Admins should review the saved company information after changes to pricing, service area, hours, or policy. Call handlers should flag anything that conflicts with the latest approved guidance. If the panel is empty, continue with the information you can verify and ask an admin to check the business knowledge after the call.