Tradesly · Guide
Run a rehearsal by chat
Try a customer question in writing and review the exchange a customer would see.
A chat rehearsal is a quick way to inspect the words your AI uses in a specific situation. It is useful after you change a greeting, a price answer, a booking rule, or another behavior that you can check with a short customer conversation.
Start with one outcome. If you just coached the Receptionist to offer an estimate instead of quoting a full repair price, use that as the test. A clear target makes the exchange easy to review and keeps you from changing unrelated behavior at the same time.
1 Write like a customer
Use the words a customer would naturally use, not the words from your coaching instruction. For example:
“Can you give me a ballpark price to fix a leaking kitchen faucet?”
Then try a reasonable follow-up:
“I understand, but can you at least tell me what most people pay?”
You are checking whether the response holds together across a short conversation. Look for the correct fact, the right boundary, and a useful next step. If the teammate gives the intended answer but the conversation stops abruptly, the next-step wording may be the next thing to coach.
2 The steps
Choose one outcome.
Write one sentence describing what the teammate should do. Keep unrelated changes for another rehearsal.
Open the coaching workspace.
From Your AI Team, press Coach on the teammate you want to check, then start the available chat rehearsal.
Ask a natural customer question.
Avoid copying the coaching instruction. Use the shorter, less precise wording a caller would be likely to use.
Try one or two follow-ups.
Ask the same thing another way, add a relevant detail, or change your mind once. Stop when you have enough to judge the chosen outcome.
Record what you learned.
Save the question and any response that needs review so you can make a focused decision instead of relying on memory.
3 Review what the customer would experience
Read the exchange from the customer's point of view. Check these parts:
- The answer uses the right business information.
- The wording is clear, direct, and consistent with your tone.
- The teammate does not make a promise you would not make.
- The next action is obvious.
If the exchange does not reach the behavior you wanted to check, run another focused rehearsal. Do not treat an unanswered question as a successful result.
4 Know what chat cannot confirm
Chat makes wording easy to inspect, but it does not confirm voice, timing, carrier behavior, or everything that may happen on a real call. When those details matter, use the test controls available for that teammate and call your own number.
A test call can create a real booking or send a real text. Use your own details and clean up the activity it creates.
If you still hear a problem, keep one exact example with your review notes. A precise customer question and response are more useful than a general statement that the call felt wrong.