Understanding the chips
Three kinds of suggestion chips appear during your call.
🎯 Technique
A rapport or negotiation move. Things like:
- “Mirror: ‘costs going up?’” — repeat the last few words of what the prospect said as a question.
- “Label: ‘It sounds like renewal season is stressful.’” — name the emotion or situation.
- “Calibrated question: ‘How would that look for your team?’” — open-ended, no yes/no.
These are never urgent. Use them if they fit, skip if they don’t.
💡 Coaching
A next step or question to consider. Things like:
- “Try: What would make this decision easier for you?”
- “Ask about employee count before presenting.”
- “They named cost. Tie the next benefit to cost.”
Coaching chips are gentle nudges. Take them or leave them.
🔴 Critical
A swap or correction worth acting on right now. Things like:
- “Swap ‘free’ → ‘net-zero cost’”
- “Reframe ‘guaranteed’ as ‘designed to’”
Critical chips are short on purpose, and they describe the move you can make next, not a halt. No lecture, no explanation mid-call. After the call you can open the session in the portal and see the full picture, including why each correction fired and what the conversation was building toward.
Clearing chips and rating them
- Clear a chip by swiping it left or right, or tapping the ✕. New chips replace old ones as the call moves.
- Rate a chip with the “Rate this” control: helpful, not relevant, too aggressive, or bad. You’re not graded on it, and it doesn’t interrupt anything. It tunes the coaching so future chips fit you better.
What counts as “following” a chip
There’s no scorecard. The coach doesn’t grade you on whether you used each chip. Managers can see which chips appeared, but the measure of a good call isn’t chip compliance, it’s whether you had a real conversation and moved toward the right outcome.
If a chip doesn’t fit the moment, ignore it. If one does, use your own words. Don’t read the chip out loud.