# Bao - Sales Call Management Platform

> Bao is a comprehensive B2B sales enablement platform designed for sales teams. It provides call recording with AI transcription, real-time playbook guidance during calls, AI-powered practice simulations, coaching feedback on real calls, analytics dashboards, and integration with 14 CRM systems including Salesforce, HubSpot, and Pipedrive.

This documentation provides detailed guidance for AI assistants helping users navigate and use all Bao features.

---

## Dashboard (/dashboard)

The Dashboard provides customizable analytics showing call performance metrics and team statistics.

### Overview

The dashboard uses a widget-based layout where users can:
- Create multiple dashboard pages (tabs)
- Add, configure, and arrange widgets
- Filter data by date range, team members, and playbooks
- Share dashboards with team members
- Export data to CSV or Excel

### Available Widgets

- **Call Volume Charts**: Bar, line, or pie charts showing call counts over time
- **Calls Per Day/Week/Month**: Time-based call distribution
- **Calls Per User**: Team member comparison
- **Calls Per Playbook**: Performance by script used
- **Conversion Rates**: Success metrics by playbook or user
- **Call Duration Stats**: Average and total call time metrics
- **Team Activity**: Overview of team performance
- **Goal Tracking**: Progress toward call attempt and conversation goals
- **Reachability Matrix**: Contact success rates by time of day
- **Most Frequent Answers**: Popular answer choices analysis
- **Bao Value Scores**: Custom scoring metric summaries

### How to Use

**Creating a New Dashboard:**
1. Click the "+" tab at the top of the dashboard
2. Enter a name for your new dashboard
3. Click "Add Widget" to add your first widget
4. Configure the widget settings (metric type, filters, visualization)
5. Drag widgets to rearrange the layout
6. Click "Save" to preserve changes

**Filtering Dashboard Data:**
1. Use the date picker to select a time range (default: last 7 days)
2. Click "Users" filter to narrow to specific team members
3. Click "Playbooks" filter to focus on specific scripts
4. All widgets update to reflect the selected filters

**Exporting Data:**
1. Click the three-dot menu on any widget
2. Select "Export to CSV" or "Export to Excel"
3. The file downloads with the current filter settings applied

### Common Questions

**"How do I see my team's call volume this month?"**
Go to Dashboard, add a "Call Volume" widget, set the date filter to "This Month", and filter by your team.

**"How do I compare conversion rates across playbooks?"**
Add a "Playbook Conversion" widget and select the playbooks you want to compare.

**"How do I share my dashboard with my manager?"**
Click the share icon on your dashboard tab, search for your manager's name, and grant view or edit access.

**"How do I make a widget show weekly instead of daily data?"**
Edit the widget and change the "Timeframe" dropdown from "Days" to "Weeks".

---

## Making Calls (/call)

The call interface provides real-time guidance using playbooks during sales conversations.

### Overview

When you start a call in Bao:
- A playbook (call script) guides your conversation
- Questions and answer options appear on screen
- You can record audio and get live transcription (if enabled)
- Notes are automatically saved
- Data syncs to your connected CRM

### Starting a New Call

**From the Call Page:**
1. Click "New Call" in the sidebar or navigate to /call
2. Browse your favorite playbooks or search for one
3. Click on a playbook to select it
4. Optionally search and select a contact from your CRM
5. Click "Start Call" to begin

**From a Contact:**
1. Go to Contacts and find your contact
2. Click on the contact to open their profile
3. Click "Start Call"
4. Select a playbook
5. The call begins with the contact pre-selected

### During the Call

**Navigating the Playbook:**
- The playbook appears as a series of sections and questions
- Click section headers in the sidebar to jump to different parts
- Collapsed sections expand when you click them
- Required fields are marked with an asterisk (*)

**Recording Answers:**
- Click answer buttons to record customer responses
- Multi-select questions allow multiple answers
- Single-select questions allow only one answer
- Some answers trigger actions (jumping to sections, updating CRM)

**Adding Notes:**
- Each section has a notes field
- Click the notes area and type your observations
- Notes are automatically saved as you type
- Notes sync to CRM if configured

**Handling Objections:**
- When a customer objects, click the relevant objection button
- Objection handling playbooks appear with suggested responses
- After addressing the objection, return to the main flow

**Real-Time Metrics (if enabled):**
- Talking share percentage shows how much you vs. the customer spoke
- Talking speed (words per minute) helps pace your delivery
- These metrics appear in the top corner during the call

### Ending the Call

1. Click "End Call" when the conversation is finished
2. Review the call summary showing answers and notes
3. Select a call result (outcome like "Interested", "Not Interested", "Callback")
4. Add any final notes
5. Click "Save" to complete
6. Data automatically syncs to connected CRM systems

### Recording and Transcription

If your organization has audio features enabled:
- Recording starts automatically when the call begins
- A red indicator shows recording is active
- Live transcription appears in real-time (40+ languages supported)
- After the call, AI generates a summary
- Recordings are accessible from Call History

### Common Questions

**"How do I start a call with a specific contact?"**
Go to Contacts, search for the contact, click their name, then click "Start Call" and select your playbook.

**"How do I record my calls?"**
Recording is automatic if your organization has the feature enabled. Look for the red recording indicator during calls.

**"How do I skip to a specific section during a call?"**
Click the section name in the left sidebar to jump directly to that part of the playbook.

**"What happens if I accidentally close the browser during a call?"**
Your progress is auto-saved. When you log back in, you can resume from Call History or start fresh.

**"How do I handle an objection not in the playbook?"**
Add a note in the notes field describing the objection and your response. This data helps improve future playbooks.

---

## Call History (/calls)

View and manage all past calls with recordings, transcripts, and sharing options.

### Overview

Call History stores all completed calls with:
- Call metadata (date, time, duration, contact, playbook used)
- Audio and video recordings (if captured)
- Transcripts with speaker labels
- AI-generated summaries
- Answer data from playbook questions
- Notes taken during the call

### Browsing Call History

**Filtering Calls:**
1. Navigate to Calls from the sidebar
2. Use the date range picker to select a time period
3. Filter by playbook to see calls using specific scripts
4. Filter by user to see calls from specific team members
5. Filter by contact/counterpart to see calls with specific people
6. Use the search box to find calls by keyword

**Sorting Calls:**
- Click column headers to sort by date, duration, or other fields
- Most recent calls appear first by default

### Viewing Call Details

Click any call to open the detail view with these tabs:

**Summary Tab:**
- AI-generated summary of the conversation (if audio available)
- Key points and action items extracted by AI
- Copy button to copy summary to clipboard
- Regenerate button to create a new summary

**Transcript Tab:**
- Full text transcript with timestamps
- Speaker labels (You vs. Customer)
- Search within transcript
- Click any line to jump to that point in the audio
- Regenerate in different language if needed

**Audio/Video Tab:**
- Playback controls with timeline
- Speed adjustment (0.5x to 2x)
- Synchronized transcript highlighting during playback
- Video playback with subtitles (if video recorded)
- Speaker timeline visualization

**Call Flow Tab:**
- Review which playbook sections were visited
- See answers selected for each question
- Read notes added during the call

### Sharing Calls

**Internal Sharing (with team members):**
1. Open the call you want to share
2. Click the "Share" button
3. Search for team members by name
4. Select recipients and set permissions (view only or view with edit)
5. Click "Share" to send
6. Recipients receive a notification

**External Sharing (with people outside Bao):**
1. Open the call
2. Click "Share" then "Create External Link"
3. Configure what's visible (audio, transcript, summary)
4. Set password protection if desired
5. Set expiration date if desired
6. Copy the link and send via email or message
7. Recipients can view without logging in

**Email Sharing:**
1. Open the call
2. Click "Share" then "Send via Email"
3. Enter recipient email addresses
4. Add a message
5. Recipients receive an email with a link to the call

### Regenerating Transcripts and Summaries

If the transcript language is wrong or quality is poor:
1. Open the call
2. Go to the Transcript tab
3. Click "Regenerate"
4. Select the correct audio language
5. Wait for processing (usually 30-60 seconds)
6. The summary is also regenerated automatically

### Common Questions

**"How do I find a call from last week?"**
Go to Call History, set the date filter to "Last Week", and browse or search.

**"How do I listen to a recording?"**
Open the call from Call History and click the play button on the audio player.

**"How do I share a call with my manager?"**
Open the call, click Share, search for your manager's name, and click Share.

**"The transcript is in the wrong language. How do I fix it?"**
Click "Regenerate" on the Transcript tab and select the correct language.

**"How do I share a call with someone outside my company?"**
Use External Sharing: click Share, then "Create External Link", optionally set a password and expiration, and send the link.

**"How do I download a call recording?"**
Currently, recordings are streamed from the cloud. Contact your admin if you need offline copies.

**"How do I delete a call?"**
Open the call, click the three-dot menu, and select "Delete". This cannot be undone.

---

## Playbooks (/templates)

Create and manage call scripts that guide sales conversations.

### Overview

Playbooks (also called "Talkscripts") are structured call guides containing:
- **Sections**: Major topics or phases of the conversation
- **Questions**: Items to discuss with pre-defined answer options
- **Text Blocks**: Static content to read or reference
- **Objection Handlers**: Responses to common customer objections
- **CRM Fields**: Auto-populated data from your CRM
- **Actions**: Automatic behaviors triggered by answers

### Viewing Playbooks

1. Navigate to Playbooks from the sidebar
2. Browse your playbooks in the list view
3. Use tabs to filter: Active, Templates, Archived
4. Search by name to find specific playbooks
5. Click a playbook to open the editor

### Creating a New Playbook

**Manual Creation:**
1. Click "New Playbook"
2. Enter a name and optional description
3. Set the language
4. Click "Add Section" to create your first section
5. Within sections, click "Add Item" to add questions, text, or other elements
6. Configure answer options for questions
7. Set up answer actions if needed
8. Save the playbook

**From Template:**
1. Go to the Templates tab
2. Find a template that fits your needs
3. Click the three-dot menu and select "Clone"
4. Enter a new name
5. Customize the cloned playbook for your use

**Using AI Generation (Bao Playbook Generator):**
See the dedicated section on Bao Playbook Generator below.

### Playbook Structure

**Sections:**
- Group related questions and content
- Can be collapsed during calls
- Have optional descriptions

**Question Types:**
- Single Select (Radio): One answer only
- Single Select (Dropdown): One answer from dropdown
- Multi Select: Multiple answers allowed
- Rated Multi Select: Answers with importance ratings
- Date/Time Picker: For scheduling
- Text Input: Free-form text entry

**Answer Configuration:**
Each answer can have:
- Display text shown to the user
- Tags for categorization
- Importance rating (if enabled)
- Actions triggered when selected

**Answer Actions:**
- Jump to Section: Navigate to a different part of the playbook
- Show Objection: Display objection handling content
- Update CRM: Set values in connected CRM fields
- Create Task: Generate a follow-up task
- End Call: Show the call ending screen

### Editing Playbooks

**Reordering Items:**
- Drag and drop sections to reorder
- Drag items within sections to change order

**Configuring Questions:**
1. Click on a question to select it
2. Edit the question text
3. Add, remove, or edit answer options
4. Configure answer actions as needed
5. Set whether the question is required

**Adding Objections:**
1. Select a question or section
2. Click "Add Objection"
3. Enter objection name and handling content
4. Link to an objection playbook if one exists

**Linking CRM Fields:**
1. Add a "CRM Field" item
2. Select your CRM connection
3. Choose the object type (Contact, Account, etc.)
4. Select the field to display
5. The field auto-populates during calls

### Playbook Settings

- **Active/Inactive**: Only active playbooks appear in call selection
- **Template**: Allows playbook to be cloned by others
- **Language**: Sets default transcription language
- **Custom Summary Directions**: Instructions for AI summary generation
- **Webhook URL**: External URL notified after calls

### Common Questions

**"How do I create a playbook for cold calling?"**
Click "New Playbook", add sections for introduction, qualification, pitch, and closing, then add questions with answer options for each section.

**"How do I add a question with multiple choice answers?"**
In the playbook editor, click "Add Item", select "Question", enter your question text, then add answer options below it.

**"How do I make an answer jump to a different section?"**
Edit the answer, click "Add Action", select "Jump to Section", and choose the target section.

**"How do I copy an existing playbook?"**
In the playbook list, click the three-dot menu and select "Clone". Enter a new name and customize.

**"How do I archive a playbook I no longer use?"**
Open the playbook, click Settings, and toggle it to Inactive. It will move to the Archived tab.

**"How do I share a playbook with my team?"**
Open the playbook, click the Share button, and select team members or groups to share with.

---

## Bao Sparring Partner (BSP) - AI Practice

> **Feature Flag**: This feature requires activation. Contact Bao to enable it for your organization.

Practice sales calls with an AI-powered simulation and receive detailed feedback.

### Overview

BSP (Bao Sparring Partner) is an AI practice tool that:
- Simulates realistic customer conversations
- Adapts difficulty based on your settings
- Provides real-time voice interaction
- Scores your performance using the scenario's selected scoring criteria
- Preserves configured category order in score views (with stars or percentage display)
- Offers detailed feedback with specific suggestions
- Uses reusable personas and admin-configured scenario templates

### Starting a Practice Session

1. Navigate to BSP from the sidebar
2. Configure your session:
   - **Difficulty**: Choose a preset (`Easy`, `Medium`, `Hard`, `Impossible`)
   - **Scenario**: Select a configured scenario template (required)
   - **Persona**: Select an optional saved persona
   - **Interrupts**: Choose whether AI can interrupt based on delivery quality
3. Click "Call me" to start
4. You hear a short dialing/ring phase while the session initializes
5. Speak naturally into your microphone
6. The AI responds in real-time with voice
7. Click "End Session" when finished

### Persona Voice Preference

Persona configuration supports voice preference (`male`, `female`, `any`).
- Set this in `/bsp/personas`
- BSP resolves an appropriate runtime voice automatically for the session

### Shareable Setup Links

Use the Share button in BSP setup to copy a prefilled `/bsp` link containing:
- Scenario template selection
- Persona selection
- Difficulty level
- Interrupt setting

### Difficulty Levels

BSP uses preset difficulty levels mapped to internal score bands:

**Easy:**
- Customer is patient and cooperative
- Asks few objections
- Easy to build rapport
- Good for learning new scripts

**Medium:**
- Realistic customer behavior
- Moderate objections
- Requires good pitch delivery
- Standard practice difficulty

**Hard:**
- Customer is skeptical and impatient
- Frequent objections
- May interrupt if pitch quality drops
- Challenging but realistic

**Impossible:**
- Extreme rejection practice
- Can be intentionally difficult to recover

### Interrupt System

At higher difficulty levels, the AI may interrupt your pitch if it detects:
- Long pauses or hesitation
- Unclear value proposition
- Lack of engagement
- This makes practice more realistic

### During Practice

- Speak as you would in a real call
- The AI plays the role of a customer
- See the live transcript on screen
- Sessions can be extended if needed
- The AI adapts to your responses

### Receiving Feedback

After ending your session:

**Score Generation (10-15 seconds):**
- AI analyzes your conversation
- Scores are calculated for the scoring criteria configured in the scenario template
- Category display order follows the saved scenario configuration

**Typical Default Categories (configurable by scenario, each subcriterion scored 1-10):**

1. **Communication Quality**: Clarity, tone, professionalism, active listening
2. **Introduction**: Opening effectiveness, rapport building, establishing credibility
3. **Needs Assessment**: Discovery questions, understanding customer situation
4. **Solution Presentation**: Benefits articulation, value proposition, relevance
5. **Objection Handling**: Response to pushback, empathy, reframing
6. **Closing**: Call-to-action, next steps, commitment
7. **Overall Metrics**: Aggregate performance across all areas

**Detailed Feedback:**
- Each category has subcriteria with individual scores
- Written justifications explain each score
- Specific suggestions for improvement
- Score cards display in stars or percentages depending on the scenario's rating display setting
- Feedback is displayed in BAO format in the current UI

### Session History (/bsp/history)

View all past practice sessions:
1. Go to BSP > History
2. Browse sessions by date
3. See overall scores at a glance
4. Click any session to review:
   - Recording tab with waveform playback (if recording is ready)
   - Transcript synchronized with recording timeline
   - All scores and subcriteria
   - Detailed written feedback
   - Download option for session recording (when available)

### Managing Personas

**What is a Persona?**
A persona is a saved customer profile that the AI will roleplay. It includes personality traits, communication style, and background.

**Creating a Persona:**
1. Open `/bsp/personas`
2. Click "Create New"
3. Enter name, description, and optional voice preference (male/female/any)
4. Save for reuse in BSP setup

**Using a Saved Persona:**
1. In BSP setup, click the persona dropdown
2. Select from your saved personas
3. The AI will roleplay that character

### Managing Scenarios

**What is a Scenario?**
A scenario is a reusable template defining practice context, scoring criteria, and optional playbook linkage.

**Using a Scenario Template:**
1. In BSP setup, choose a scenario from the scenario dropdown
2. Optionally preview the linked playbook
3. Start practice with that scenario's configured scoring model

### Scenario Configuration (Admin)

Admins can manage reusable scenario templates at `/bsp/scenarios` and `/bsp/scenarios/:id`.

- Configure scenario name, language, and rating display type (stars or percent)
- Link a playbook and generate scenario description text from that playbook
- Select scoring criteria/subcriteria, set weights, and drag category order
- Set a default scenario per language for new practice sessions

**Generate from Playbook behavior:**
- Uses the currently selected playbook (including unsaved playbook selection changes)
- Can use existing scenario description text as context for better regeneration
- Updates the editable scenario description first; persistence happens when you click Save

### Tips for Effective Practice

- Start with lower difficulty to build confidence
- Gradually increase difficulty as you improve
- Practice specific objection scenarios
- Review feedback and focus on lowest-scoring areas
- Practice regularly (3-5 sessions per week recommended)
- Refine scenarios/personas based on what you learn from practice

### Common Questions

**"How do I start a practice call?"**
Go to BSP, set your difficulty and preferences, then click "Call me" and start speaking.

**"Where can I see my practice history and scores?"**
Navigate to BSP > History to see all past sessions with their scores.

**"How do I practice handling a specific objection?"**
Use a scenario template designed for that objection pattern.

**"Why is my score low in objection handling?"**
Review the detailed feedback for objection handling. Common issues include not acknowledging the objection, being too defensive, or not providing enough value.

**"Can I practice in languages other than English?"**
Yes, select your language preference in the setup. German (Deutsch) is also fully supported.

**"How do I make the AI customer more challenging?"**
Choose `Hard` or `Impossible` in call settings. Higher levels increase skepticism, objections, and interruption behavior.

**"How do I save a persona for future use?"**
Create it in Persona Config (`/bsp/personas`) and reuse it from the BSP setup dropdown.

**"What's the difference between persona and scenario?"**
A persona is WHO the customer is (personality, role). A scenario is WHAT situation you're practicing (context, goals).

---

## Bao Personal Coach (BPC) - Call Coaching

> **Feature Flag**: This feature requires activation. Contact Bao to enable it for your organization.

Get AI-powered coaching feedback on your actual sales calls.

### Overview

BPC (Bao Personal Coach) provides automated feedback on your real customer calls:
- Analyzes your actual sales conversations
- Generates performance scores across multiple categories
- Provides detailed written feedback with improvement suggestions
- Helps identify patterns and areas for improvement
- Available for all recorded calls

### How It Works

1. **Call Completion**: When you finish a recorded call, BPC automatically begins analysis
2. **AI Analysis**: The AI reviews your conversation transcript
3. **Score Generation**: Performance scores are calculated across categories
4. **Feedback Generation**: Detailed written feedback is created
5. **Review**: You can view feedback in the Call Coaching section

### Viewing Your Feedback

1. Navigate to Call Coaching (/bpc/feedback) from the sidebar
2. Browse your feedback list (newest first by default)
3. Use search to find specific calls or users
4. Coaches can filter by user and date range (non-coaches are automatically scoped to their own feedback)
5. Sort by date and navigate through pages as needed
6. Click any entry to view detailed feedback

### Feedback Details

**Scores:**
- Performance scores across multiple categories (similar to BSP)
- Each category shows a 1-10 score with justification
- Overall score summarizes your performance
- Score category order follows the scenario/template scoring configuration used for that call
- Display can be stars or percentages depending on the template's rating type
- Scores help identify strengths and weaknesses

**Written Feedback:**
- Detailed analysis of your conversation
- Specific examples from your call
- Suggestions for improvement
- Coaches can edit qualitative feedback text directly in the detail view
- There is no manual approve/reject toggle in the feedback detail flow
- Displayed in BAO format in the current UI

### Differences from BSP

| BSP (Sparring Partner) | BPC (Personal Coach) |
|------------------------|---------------------|
| Practice with AI customer | Feedback on real calls |
| Simulated conversations | Actual customer interactions |
| Immediate feedback | Feedback after call completion |
| Choose difficulty | Real-world difficulty |
| Practice scenarios | Real sales situations |

### Common Questions

**"How do I get feedback on my calls?"**
If BPC is enabled, feedback is automatically generated after you complete recorded calls. View it in Call Coaching.

**"Why don't I see feedback for some calls?"**
Feedback requires a recorded call with transcription. Calls without recordings won't have BPC feedback.

**"How long does it take to generate feedback?"**
Feedback is typically available within a few minutes after call completion.

**"Can I see feedback for my team's calls?"**
Depending on your role and permissions, you may have access to team feedback.

**"Can coaches edit generated feedback?"**
Yes. Coaches can open a feedback detail entry, edit the qualitative feedback text, and save the updated version.

**"How do I use this feedback to improve?"**
Focus on your lowest-scoring categories. Review specific suggestions and practice those areas in BSP.

---

## Talk to Your Data (TTYD)

> **Feature Flag**: This feature requires activation. Contact Bao to enable it for your organization.

Ask natural language questions about your call data to discover insights.

### Overview

Talk to Your Data (TTYD) is an AI-powered analytics tool that:
- Understands natural language questions
- Analyzes your call transcripts and metadata
- Identifies patterns and trends
- Provides insights in conversational format
- Remembers context for follow-up questions

### How to Use

1. Navigate to "Talk to Your Data" from the sidebar
2. Type a question in natural language
3. Press Enter or click Send
4. Read the AI's analysis
5. Ask follow-up questions to dig deeper

### Example Questions

**Performance Analysis:**
- "How many calls did I make this week?"
- "What's my conversion rate this month compared to last month?"
- "Which playbook has the highest success rate?"
- "What's my average call duration?"

**Pattern Discovery:**
- "What objections come up most frequently?"
- "What are the main reasons customers say no?"
- "Which day of the week has the best connection rate?"
- "What time of day do I have the most successful calls?"

**Conversation Insights:**
- "Summarize the key pain points from calls this week"
- "What features do customers ask about most?"
- "How do successful calls differ from unsuccessful ones?"
- "What questions lead to the best outcomes?"

**Team Analysis:**
- "Compare my performance to the team average"
- "Who has the highest conversion rate this month?"
- "What techniques do top performers use?"
- "How does my talk time compare to successful reps?"

**Trend Analysis:**
- "How has my conversion rate changed over the past month?"
- "Are objections increasing or decreasing?"
- "What's trending in customer concerns?"

### Chat History

Your conversations are saved automatically:
- View past chats in the left sidebar
- Chats are grouped by time period (Today, Yesterday, Last 7 Days, etc.)
- Search chats by title
- Click a chat to continue the conversation
- Rename chats for easy reference
- Delete chats you no longer need

### Filtering Data

You can narrow the analysis to specific calls:
- Select specific playbooks to analyze
- Filter by date range
- Focus on calls with certain outcomes
- Analyze calls with specific contacts

### Common Questions

**"How do I analyze patterns in my calls?"**
Ask questions like "What topics come up most frequently?" or "What are the common objections?"

**"Can I compare my performance to others?"**
Yes, ask "Compare my conversion rate to the team average" or similar comparison questions.

**"How far back can it analyze?"**
TTYD analyzes all calls in your history. Specify a date range if you want to focus on a specific period.

**"Can I export the insights?"**
Copy the AI's response using the copy button, then paste into a document or email.

**"Why isn't it finding my recent calls?"**
Make sure the calls are completed (not drafts) and have been fully processed. Recent calls may take a few minutes to appear.

**"Can I ask follow-up questions?"**
Yes, the AI remembers context from your conversation. Ask "Tell me more about..." or "Why is that?"

---

## Bao Playbook Generator (Co-Pilot)

> **Feature Flag**: This feature requires activation. Contact Bao to enable it for your organization.

Automatically generate sales playbooks from company information using AI.

### Overview

The Bao Playbook Generator uses AI to create complete sales playbooks:
- Scans your company website for product/service information
- Generates structured call scripts with sections and questions
- Creates answer options for qualification
- Produces ready-to-use playbooks you can customize

### How to Use

1. Navigate to Bao Playbook Generator (/co-pilot) from the sidebar
2. Click "Create Playbook"
3. Fill in the required information:
   - **Website URL** (required): Your company website to scan
   - **Conversation Type**: Select the type of call (e.g., "Approaching new customers")
   - **Testimonials** (optional): Customer quotes or success stories to incorporate
   - **Additional Rules** (optional): Target customers, words to use/avoid, company guidelines
4. Click "Generate"
5. Wait for the AI to create your playbook
6. Review and customize the generated playbook

### What Gets Generated

The AI creates a complete playbook structure including:
- **Introduction section**: Opening and rapport building
- **Gatekeeper handling**: Scripts for getting past assistants
- **Main pitch**: Product/service presentation
- **Qualification questions**: Discovery and needs assessment
- **Objection handling**: Common objections and responses
- **Closing section**: Next steps and call-to-action
- **CRM integration**: Task creation and follow-up

### Customizing Generated Playbooks

After generation, you can:
1. Edit any section or question text
2. Add, remove, or reorder sections
3. Modify answer options
4. Add objection handlers
5. Configure CRM field mappings
6. Set up answer actions

### Tips for Best Results

- Use a website with clear product/service descriptions
- Add relevant testimonials for more personalized scripts
- Specify target customer types in the rules
- Include words to avoid (competitor names, etc.)
- Review and customize the output for your specific needs

### Common Questions

**"What website information does it use?"**
The AI scans your website for product descriptions, features, benefits, and company information.

**"Can I use it for any language?"**
Currently optimized for German websites. Other languages may work but with varying quality.

**"How long does generation take?"**
Typically 1-2 minutes depending on website complexity.

**"Can I regenerate if I don't like the result?"**
Yes, you can adjust your inputs and generate again.

**"Does it replace manual playbook creation?"**
It provides a strong starting point, but you should customize the output for your specific needs.

---

## Contacts (/counterparts)

View and manage your CRM-integrated contact list.

### Overview

The Contacts section displays all contacts synced from your connected CRM systems:
- Salesforce contacts, accounts, leads, opportunities
- HubSpot contacts and companies
- Pipedrive persons and organizations
- And contacts from other connected CRMs

### Browsing Contacts

1. Navigate to Contacts from the sidebar
2. Browse the contact list
3. Use the search box to find contacts by name, email, or company
4. Sort by clicking column headers
5. Filter by contact type or CRM source

### Contact Types

Different icons indicate contact types:
- **Person icon**: Individual contact
- **Building icon**: Company/Account/Organization
- **Target icon**: Lead
- **Handshake icon**: Opportunity/Deal

### Contact Details

Click any contact to see:
- Contact information (name, email, phone, company)
- Source CRM with direct link to CRM record
- Call history with this contact
- Recent notes and interactions

### Starting Calls from Contacts

1. Click on a contact to open their profile
2. Click "Start Call"
3. Select a playbook
4. Begin your call with context pre-loaded

### Importing Contacts

If you have Bao CRM (internal) enabled:
1. Click "Import"
2. Upload a CSV file with contact data
3. Map columns to contact fields
4. Review and confirm import

### Common Questions

**"How do I find a contact?"**
Use the search bar to search by name, email, or company name.

**"Why don't I see my CRM contacts?"**
Make sure your CRM is connected in Settings > Integrations. Sync may take a few minutes after connecting.

**"How do I update contact information?"**
Contact data syncs from your CRM. Update the contact in your CRM and it will sync to Bao.

**"How do I see all calls with a specific contact?"**
Click on the contact, then view the "Call History" section showing all calls involving this contact.

**"How do I call a contact directly?"**
Click on the contact, then click "Start Call" in their profile.

---

## User Settings

Manage your profile, team, and integrations.

### Profile Settings (/users/profile)

**Personal Information:**
- First name and last name
- Email address (read-only)
- Profile picture/avatar

**Preferences:**
- **Language**: English or German interface
- **Timezone**: Your local timezone for scheduling
- **Default Playbook**: Auto-selected when starting calls
- **Audio Input Language**: Default for transcription

**Security:**
- Change password (if password-based login)
- Two-factor authentication settings

### Team Management (/users/team)

View your team structure:
- Team hierarchy visualization
- Team member list with roles
- Contact information for team members

Managers can also:
- View team performance metrics
- Access team members' call history
- Share dashboards and playbooks with team

### Integrations (/users/integrations)

**CRM Systems:**
Connect your customer relationship management system to sync contacts and log calls automatically.

**Supported CRMs (14 Total):**
1. Salesforce - Full enterprise CRM
2. Salesforce Sandbox - Testing environment
3. HubSpot - Marketing and sales CRM
4. Pipedrive - Sales-focused CRM
5. Zoho CRM - Complete business suite
6. Microsoft Dynamics 365 - Enterprise CRM
7. Zendesk - Customer support CRM
8. SalesLoft - Sales engagement platform
9. SugarCRM - Open-source CRM
10. Close CRM - Sales acceleration
11. Attio - Modern CRM
12. Plentymarkets - E-commerce platform
13. Bao CRM - Internal/native CRM
14. External Service - Custom integrations

**Connecting a CRM:**
1. Go to Settings > Integrations
2. Find your CRM in the list
3. Click "Connect"
4. Log in to your CRM when prompted
5. Authorize Bao to access your data
6. Configuration completes automatically

**Calendar Integrations:**
- Google Calendar
- Microsoft Outlook Calendar

Calendar integration enables:
- Automatic meeting detection
- One-click join for scheduled calls
- Auto-join meeting bot
- Calendar-based call scheduling

**VoIP Integrations:**
- Aircall - Click-to-dial, call recording, contact matching
- Zoom - Video meetings, auto-join, recording

### Common Questions

**"How do I connect my CRM?"**
Go to Settings > Integrations, find your CRM, click Connect, and follow the authorization prompts.

**"How do I change my language to German?"**
Go to Settings > Profile and change the Language dropdown to Deutsch.

**"How do I disconnect an integration?"**
Go to Settings > Integrations, find the connected service, and click "Disconnect".

**"Why isn't my CRM syncing?"**
Check Settings > Integrations for any error messages. Try disconnecting and reconnecting. Contact support if issues persist.

**"How do I change my default playbook?"**
Go to Settings > Profile and select your preferred playbook from the Default Playbook dropdown.

### Notifications and Issue Reporting

**System Notifications (Feature Releases):**
- Bao checks for active unseen notifications when users land on `/call`
- If a new notice exists, a modal opens with title/body and a "Got it" button
- Dismissal is tracked in browser local storage (`bao_last_seen_notification_id`)

**Report an Issue:**
- Available from the user menu and Help modal
- Opens a structured form with category, subject, required description, and optional recording/screenshot link
- Submits to `/api/report-issue/send` and includes the current page URL automatically

---

## Bao Assistant Desktop App

Native desktop application for Windows and Mac.

### Overview

Bao Assistant is a desktop application that provides:
- Local call recording without browser
- Automatic meeting join from calendar
- Integration with Zoom, Teams, and other meeting platforms
- Seamless sync with Bao web application

### Authorization

To connect Bao Assistant with your account:
1. Open Bao Assistant on your desktop
2. Click "Connect to Bao"
3. You'll be redirected to /bao-assistant/authorize
4. Log in to your Bao account
5. Authorize the desktop app
6. Return to the desktop app

### Features

**Local Recording:**
- Record calls directly on your computer
- Works with any phone or meeting system
- Automatic upload to Bao

**Auto-Join Meetings:**
- Connects to your calendar
- Automatically joins scheduled meetings
- Starts recording when meeting begins

**System Integration:**
- Works with Zoom, Microsoft Teams, Google Meet
- Minimal system resource usage
- Runs in background

### Common Questions

**"Where do I download Bao Assistant?"**
Contact your Bao administrator or Bao support for download links.

**"Does it work on Mac and Windows?"**
Yes, versions are available for both platforms.

**"Do I need to keep it running?"**
For auto-join features, yes. For manual recording, only when needed.

---

## Common Workflows

### Preparing for an Important Call

1. **Research the Contact:**
   - Go to Contacts and find your contact
   - Review their profile and company information
   - Check previous call history for context

2. **Practice First (if BSP enabled):**
   - Go to Bao Sparring Partner
   - Select a persona similar to your contact
   - Choose a relevant scenario
   - Practice your pitch and objection handling
   - Review feedback and adjust approach

3. **Select Your Playbook:**
   - Choose the most appropriate playbook for this call type
   - Review the playbook sections beforehand
   - Note key questions you want to ask

4. **Start the Call:**
   - Go to the contact profile
   - Click "Start Call"
   - Select your prepared playbook
   - Begin the conversation

### Post-Call Review Process

1. **Complete the Call:**
   - End the call properly
   - Select the appropriate call result
   - Add final notes

2. **Review the Summary:**
   - Wait for AI summary generation
   - Read the summary for accuracy
   - Edit if necessary

3. **Check Coaching Feedback (if BPC enabled):**
   - Go to Call Coaching
   - Review your feedback and scores
   - Note areas for improvement

4. **Share if Needed:**
   - Share with manager for coaching
   - Share with team for learning
   - Export for CRM notes

5. **Log Follow-ups:**
   - Schedule any promised callbacks
   - Create tasks for action items
   - Update CRM records

### Weekly Performance Review

1. **Check Your Dashboard:**
   - Review call volume trends
   - Check conversion rates
   - Compare to goals

2. **Analyze Patterns (if TTYD enabled):**
   - Use Talk to Your Data
   - Ask about common objections
   - Identify improvement areas

3. **Review Coaching Feedback (if BPC enabled):**
   - Check BPC feedback trends
   - Identify recurring themes
   - Note progress over time

4. **Review Practice Sessions (if BSP enabled):**
   - Check BSP practice scores
   - Read specific improvement suggestions
   - Plan targeted practice

5. **Set Goals:**
   - Identify focus areas for next week
   - Schedule practice sessions
   - Update playbooks if needed

---

## Keyboard Shortcuts

During calls and in the editor:
- **Enter**: Submit/confirm action
- **Escape**: Cancel/close modal
- **Tab**: Move to next field
- **Shift+Tab**: Move to previous field

---

## Getting Help

**In-App Help:**
- Click the Help icon (?) in the sidebar
- Access documentation and tutorials
- Copy AI help link (`/llms-full.txt`) for external LLM assistants
- Open "Report an Issue" to send structured bug/feature feedback
- Contact support team

**Enabling AI Features:**
To enable BSP (Sparring Partner), BPC (Call Coaching), Talk to Your Data, or Bao Playbook Generator, contact Bao support. These features are available but require activation for your organization.

**Common Issues:**

*"I can't hear audio playback"*
- Check your browser volume settings
- Ensure audio isn't muted
- Try a different browser

*"My transcription is inaccurate"*
- Ensure good microphone quality
- Speak clearly at moderate pace
- Regenerate with correct language selection

*"CRM data isn't syncing"*
- Check integration status in Settings
- Verify CRM permissions
- Try reconnecting the integration

*"Practice session won't start"*
- Check microphone permissions in browser
- Ensure stable internet connection
- Try refreshing the page

*"I don't see BSP/BPC/TTYD in my menu"*
- These features require activation
- Contact Bao support to enable them

---

## Optional Features

These features may not be available in all plans:

- **Bao Assistant** (/bao-assistant/authorize): Desktop application with browser integration
- **Item Library** (/itemlibrary): Reusable playbook components
- **Custom Integrations**: API access for custom development
- **Video Recording**: Record video calls in addition to audio
- **Live Transcription**: Real-time transcript during calls

## Feature Flags Summary

The following features require activation by Bao. Contact support to enable:

| Feature | Route | Description |
|---------|-------|-------------|
| Bao Sparring Partner (BSP) | /bsp | AI practice conversations |
| Bao Personal Coach (BPC) | /bpc/feedback | Coaching on real calls |
| Talk to Your Data (TTYD) | /talk-to-your-data | Natural language analytics |
| Bao Playbook Generator | /co-pilot | AI playbook creation |