This Week’s Highlight

Live Desk is a new training mode where the AI customer deliberately gives the rep nothing to work with. The trainee has to look up the real answers in their actual scheduling tool, CRM, or other system of record while the call is running, and scoring is based on whether they retrieved and stated the correct facts. A pre-call setup screen prompts the trainee to have their system open and ready before the session starts.

Also This Week

Search your entire library by keyword, not just by title

The library search bar now has a keyword mode that searches the full content of your notes and transcripts. Results show the document name, who created it, and when. Clicking any result opens the matching content in a side panel with your search terms highlighted, so you can check relevance without leaving the results list.

Ask a plain-English question and get an answer from your conversation data

Natural-language querying is now live. Type a question in plain English and receive a synthesized answer drawn from your conversations, with verbatim excerpts, speaker names, and session references included as supporting evidence.

Connect Salesforce and bring your records into Insight7

A new Salesforce tile in Settings under Data Import lets you authorize your Salesforce organization and create import jobs that define exactly what gets pulled in. Multiple jobs are supported, so you stay in control of scope.

Fixed & Improved

  • Case notes are now available, including raw notes and agent-level performance indicators within a case.
  • Training template edits now save correctly. Changes to persona name, difficulty, time limit, and scenario type were being silently discarded and sessions were running with the old settings.
  • Keyword search now matches only documents that contain your exact phrase rather than matching words independently, so results are narrower but more relevant.
  • Natural-language search results no longer disappear the moment they finish loading.
  • On the Projects and Library pages, the search bar now stays focused on content for that page and no longer surfaces results from other areas.
  • When deactivating or deleting a user or team account, there is now a checkbox to keep the associated data rather than delete it.

Try setting up a Live Desk scenario in AI Roleplay to see how factual accuracy holds up alongside the conversation skills you already measure.