Team settings

Most of what you configure lives in two places: the Playbooks page (what the coach knows) and the Settings page (how the coach behaves and who hears about it).

Playbooks

A playbook is a product or call type the coach works from. Each playbook holds:

• The script (in a near-verbatim version, a talking-points version, or both)
• The call stages it moves through (open, qualify, discover, present, close)
• The compliance rules that apply to that product (see below)

Create as many playbooks as you have products or call types, then assign them to reps. A rep picks their assigned playbook from the dropdown in the desktop app before they start a call, and can switch playbooks mid-call if a conversation pivots.

You can write a playbook from scratch or let RingMentor draft one for you and edit from there. To add a new product or call type, you don’t need to update anyone’s app: add or edit the playbook in the portal and it’s live on the next call.

Compliance rules per playbook

Each playbook has a Compliance Rules section. You choose which regulations and rules apply to that playbook from a categorized library (things like FDCPA, TCPA, GLBA, and recording-disclosure rules), and the coach flags violations as a red Critical chip during the call. Different playbooks can run different rule sets, so a debt-settlement playbook and an insurance playbook each get only what’s relevant. There’s also an Additional compliance rules box for anything specific to your business that the library doesn’t cover.

The library is a research-based starting point, not legal advice. You decide which rules apply, and you’re responsible for making sure your team follows the laws and disclosures that govern your calls. Validate with your own counsel before relying on them in production.

Coaching intensity

On the Settings page you set how strictly RingMentor coaches your team to the script:

• Strict coaches near-verbatim and flags deviations (good for new reps).
• Balanced keeps reps on script without policing every word (the default).
• Flexible focuses on hitting the key points and coaches to substance.

This is your org default. You can override it per rep on the Team page, so a new hire can get strict coaching while a veteran gets flexible.

Auto-detect and recording consent

Two related toggles on the Settings page:

• Auto-detect call start. When on, RingMentor notices when a rep is on a call and offers a one-tap prompt to start coaching. Reps always confirm before any audio is captured, and they see a one-time consent screen the first time. When off, reps just use Listen Now manually.
• Recording-consent prompt. When on, RingMentor waits until a call reaches a real back-and-forth with a live prospect, then either stays silent (if it captured the open and heard the rep give the disclosure), surfaces a coaching card (if it captured the open and the rep missed it), or shows a soft confirm banner (if the rep started coaching mid-call). Turn the prompt off if your dialer or phone system already announces that calls are recorded, so reps aren’t prompted at all. (The disclosure still has to happen; RingMentor just won’t be the one reminding them.)

Email summaries

After-action reports can land in reps’ inboxes. This needs two switches on:

• The org-wide gate (Settings → Organization email policy), which you control.
• Each rep’s own preference, which they toggle in their own Settings.

Both must be on for a rep to get summary emails.

Retention and your data

Sessions are stored for 1 year by default. If you need a longer or shorter window for your org, email hello@ringmentor.com and we’ll set it. After the retention window, sessions are deleted permanently. If you need a bulk export of your org’s data, contact us and we’ll prepare the package.