SalesIQ User Guide

Complete documentation for agents, supervisors, and administrators. Last updated February 2026.

1. Getting Started

Logging In

Navigate to your organization's SalesIQ URL and enter your email and password. On first login, your admin will have created your account and assigned you a role and team.

User Roles

SalesIQ has four roles, each with different access levels:

Navigation

The left sidebar is role-aware — each role sees only the sections relevant to them. Agents see a streamlined view focused on calls and leads; Inside Sales reps see additional tools like Meetings, Quotes, and My Pipeline; Supervisors and Admins see everything.

• Dashboard — Team overview Supervisor Admin
• Agent View — Personal performance (your home if you're an agent)
• Leaderboard — Daily/weekly rankings All Roles
• CRM → Leads — Lead management
• CRM → Calendar — Appointments
• CRM → Dashboard — CRM metrics Supervisor
• CRM → Disputes — AI vs agent outcome disputes Supervisor
• My Pipeline — Assigned leads in status columns Inside Sales
• Training — AI simulator & learning library
• Quotes — Proposals & e-signatures Inside Sales Supervisor Admin
• Meetings — Video meetings with AI copilot Inside Sales Supervisor Admin
• Reports — Date range analytics Supervisor
• Admin — System configuration Admin

2. Dashboard

Supervisor Admin — The team dashboard is your command center. It shows real-time performance across all agents.

KPI Cards

The top row displays today's key metrics at a glance. Each card shows a trend arrow comparing to the same day last week.

Hourly Breakdown Chart

A stacked bar chart shows call volume by hour — Dialed (gray), Pitched (purple), Won (green). Use this to spot productivity patterns and dead hours.

Agent Summary Table

Below the chart, a sortable table lists every agent's daily stats. Click any agent name to drill into their detail view. Use the team filter tabs to view Madagascar, Morocco, or all agents.

Refresh Data

The dashboard shows data from the last pipeline run. Click the "Refresh Data" button (top-right) to trigger the analysis pipeline on demand. There is a 5-minute cooldown between manual refreshes. A "Last updated" timestamp always shows data freshness.

3. Call Analysis Pipeline

SalesIQ automatically processes every qualifying call through a multi-step AI pipeline. No manual work required.

Scoring Dimensions

Each call is scored 0–100 on five dimensions with configurable weights:

Additional Detections

Beyond scoring, the AI also flags:

• Dead air — Silence gaps longer than 5 seconds
• Talk-to-listen ratio — Ideal is 40/60 to 50/50
• Caller sentiment — Tracked from start to end of call
• Forbidden phrases — Configurable compliance watchlist
• Upsell attempts — Detected and counted

4. Agent Performance

All Roles — Every agent has a personal performance page. Agents see only their own page; supervisors and admins can view any agent by clicking their name.

What You'll See

• Personal KPI cards — Same metrics as the team dashboard but for you individually
• 7-day trend charts — Track your improvement over the past week
• Comparison to team average — Are you above or below on each metric?
• Personal bests — Your highest single-day scores

Call Log

A paginated list of all your calls with filters for date, duration, outcome tag, and quality score. Click any call to expand:

• Full transcript with timestamped speaker labels
• Audio player synced with the transcript (click a line to jump)
• AI analysis sidebar showing per-dimension scores and coaching note
• Highlighted moments — Key sections the AI flagged (objections, pitch delivery, closing attempts)

Quality Breakdown

A radar chart shows your strengths and weaknesses across the 5 scoring dimensions. Over time, you can see which areas are improving and which need work.

5. Team Management

Admin — Teams are configured in Admin Settings.

The current deployment has two teams with different strategies:

How Team Management Works

• Each agent belongs to exactly one team
• Supervisors can oversee multiple teams (both current supervisors manage both teams)
• Teams can have different pitch scripts — the AI scores compliance against the team's specific script
• Dashboard filters by team so you can compare performance between teams

6. Leaderboard

All Roles — The leaderboard ranks agents by a composite score. Only agents are ranked (supervisors and admins are excluded).

Composite Scoring

The leaderboard score is a weighted blend of three factors (configurable by admin):

• Volume (40%) — Total calls dialed
• Conversion (30%) — Won / Pitched ratio
• Quality (30%) — Average AI quality score

Achievements & Badges

• 🏆 Century Club — 100+ calls in a day
• ⭐ Perfect Pitch — Quality score 90+
• 🎯 Closer — Highest conversion rate
• 🎙️ Iron Voice — Most hours on phone
• 🚀 Rising Star — Biggest week-over-week improvement
• 🔥 Streak — 3+ consecutive days in top 3

Views

Toggle between Daily, Weekly, and Monthly views using the tabs at the top of the leaderboard page.

7. CRM — Leads Management

All Roles — The CRM is where you manage all your prospects and clients. Navigate to CRM → Leads.

Lead List

The main working view shows a searchable, filterable table of all leads. Agents see only leads assigned to them; supervisors see their team's leads.

Saved Views (Smart Filters)

Instead of building filters every time, use Saved Views — pre-configured filter combinations. Select a view from the dropdown at the top. Default views include:

• A rappeler aujourd'hui, Rapport ouvert — Callbacks due today where the prospect opened the email report
• A rappeler aujourd'hui, Sans Email — Callbacks due today, no email sent yet
• RDV à venir — Upcoming scheduled appointments
• Non contacté — Leads that have never been called
• Vue Superviseur, Tout — All leads, no filters

Supervisors can create and share custom views. Use the Advanced Filters button to build your own filter combinations.

Lead Sources

Leads come from multiple channels, tracked by the Lead Source field:

• Linkeo (Gold leads) — Warm leads from competitor portfolio scraping
• Organic (Copper Leads) — Cold leads from general prospecting
• Zoho Bookings — Inbound booking requests
• Scrape: Pages Jaunes — Leads scraped from competitor portfolios

Lead Statuses

Each lead progresses through these stages:

• Prospect — Initial state, not yet converted
• RDV réservé — Appointment booked
• Client — Converted / Sold
• Former Client — Previously a client
• Do not Call — Opted out

Bulk Actions

Select multiple leads using the checkboxes, then use bulk actions to:

• Reassign to a different agent
• Change status
• Export to CSV

8. CRM — Lead Detail & Timeline

Click any lead name to open its detail page. This is your complete view of a prospect.

Tabs

• Summary — All lead fields organized in sections. Click any field to edit inline.
• Activity Timeline — Chronological feed of all interactions: calls, notes, status changes, emails, appointments.
• Calls — All calls for this lead with recordings, transcripts, and AI analysis.
• Notes — Free-form notes added by agents or supervisors.
• Appointments — Scheduled meetings and their statuses.

AI-Driven Call Outcomes

When a call is analyzed, the AI automatically sets the Last Call Result field based on what actually happened in the conversation — not what the agent remembered to log. The AI can detect:

• Whether the call was a first contact, callback, or inbound
• Which pitch type was used (email pitch, RDV pitch, economy pitch, revenue pitch)
• Whether an email was captured, appointment booked, or callback promised
• The extracted callback date (if the agent said "I'll call you back Thursday")

Creating a Quote from a Lead

On the lead detail page, click "Créer une soumission" to jump directly to the Quote Builder with the client's info pre-filled. See Quotes & Proposals for details.

Starting a Meeting from a Lead

Click "Start Meeting" to create a video meeting room linked to this lead. The meeting link is copied to your clipboard and can be sent to the prospect. See Meeting Tool.

9. CRM — Calendar & Appointments

Navigate to CRM → Calendar to see all scheduled appointments in a week or day view.

Creating an Appointment

1. From a lead detail page, click "Schedule Appointment"
2. Set the title, date/time, and duration
3. The appointment is linked to the lead and assigned to you

Appointment Statuses

Track each appointment through its lifecycle:

• ● Scheduled — Booked and confirmed
• ● Rescheduled — Moved to a new time
• ● No-Show — Prospect didn't attend
• ● Sold — Converted during or after the meeting
• ● Second Appointment — Follow-up booked
• ● Cancelled — Cancelled by either party

10. CRM — Disputes

Supervisor Admin — When the AI's call outcome determination differs from what an agent manually set, it shows up in the Disputes view at CRM → Disputes.

This helps supervisors identify when agents are miscategorizing calls (intentionally or accidentally) and ensures data accuracy. Review each dispute and decide which outcome is correct.

11. Lead Handoff & Pipeline

Agent Inside Sales — The handoff workflow connects agents (who qualify leads) with Inside Sales reps (who close deals).

The Handoff Flow

My Pipeline

Inside Sales — Navigate to My Pipeline in the sidebar to see all leads assigned to you, organized by status columns:

• New — Just handed off, not yet contacted
• Appointment Set — Demo meeting scheduled
• Meeting Done — Meeting completed, follow-up needed
• Quote Sent — Proposal sent to prospect
• Closed Won — Deal closed successfully
• Closed Lost — Prospect declined

12. Training Module

All Roles — Navigate to Training in the sidebar.

AI Conversation Simulator

Practice sales conversations against AI-powered prospect personas. The simulator adapts in real time to what you say, throws realistic objections, and scores your performance.

Available Personas

• 🤔 Skeptical business owner — Questions everything, needs proof
• ⏰ Busy executive — Short attention span, get to the point
• 😠 Hostile gatekeeper — Tries to end the call immediately
• ❓ Confused first-timer — Needs education, asks basic questions

After each simulation, you receive a detailed scorecard on technique, objection handling, and pitch quality — identical to how real calls are scored.

Listen & Learn Library

Curated real call recordings from top performers, tagged by skill:

• Best openings and hooks
• Expert objection handling
• Successful closing techniques
• Difficult calls handled well

Assignments & Progress

Supervisors can assign specific training modules to agents based on identified skill gaps. Track completion and scores in the training dashboard.

13. Quotes & Proposals

Inside Sales Supervisor Admin — Navigate to Quotes in the sidebar. This feature is not available to the Agent role.

Overview

Create professional proposals, send them to clients for e-signature, and track the entire lifecycle from draft to signed.

Quote List

The quotes page shows all proposals with status tabs: Draft, Sent, Viewed, Verified, Signed, Expired.

Creating a Quote

1. Click "New Quote" or click "Créer une soumission" from a CRM lead detail page
2. Select a template (e.g., "Weberly Standard") — this pre-fills default line items
3. Enter or verify client info (name, email, phone, company) — auto-filled if created from a lead
4. Edit line items: add, remove, reorder. Each item has a description, type (one-time or monthly), amount, and quantity
5. Adjust taxes if needed (default: TPS 5% + TVQ 9.975%)
6. Set a valid until date (default: 30 days)
7. Add optional notes
8. Click "Save Draft" or "Send" to email immediately

Client Signing Flow

When you send a quote, the client receives an email with a link. Here's what happens on their side:

1. View — Client opens the branded quote page and reviews line items, totals, and taxes
2. Verify — Client clicks "Verify Identity" and receives a 6-digit code by email (valid 10 minutes)
3. Sign — After entering the code, client draws their signature on a canvas and clicks "Accept"
4. PDF — A signed PDF is generated automatically and emailed to both the client and the team

Auto-Quote from AI Co-Pilot

After a video meeting ends, SalesIQ's AI analyzes the full transcript and suggests a draft quote automatically. The system matches products and services discussed during the call to the pricing catalog and pre-fills line items with the correct amounts.

• Review & Send — Opens the Quote Builder with everything pre-filled. Adjust if needed, then send.
• Regenerate — Ask the AI to re-analyze the transcript and create a fresh suggestion.
• Dismiss — Remove the suggestion if it's not relevant.

Auto-Quote only works for meetings linked to a CRM lead (the lead must have an email address). If no products were discussed, no suggestion is generated.

Quote Actions

• Edit — Only drafts can be edited
• Resend — Send the email again for sent/viewed/verified quotes
• Duplicate — Create a copy as a new draft
• Download PDF — Available after signing
• Delete — Soft-delete (can be recovered)

14. Meeting Tool

Inside Sales Supervisor Admin — Navigate to Meetings for video meetings with built-in AI intelligence.

How It Works

SalesIQ includes a browser-based video conferencing tool. No downloads required — prospects join via a link. Reps get an AI copilot sidebar invisible to the prospect.

Creating a Meeting

1. Go to Meetings → New Meeting or click "Start Meeting" from a CRM lead
2. A unique meeting link is generated (e.g., meet.contactiq.ai/abc123)
3. Share the link with the prospect via email, SMS, or chat
4. Join the meeting — prospect joins from their browser with no account needed

Live Co-Pilot Sidebar

The AI Co-Pilot sidebar (visible only to the rep, not the prospect) provides real-time coaching cards that appear automatically based on what's being discussed. The sidebar includes a live transcript, detected intents, and interactive coaching panels.

Objection Coaching

When the AI detects an objection (price concern, contract hesitation, "not the right time," "need to think about it"), it instantly shows a coaching card with:

• The trigger text — exactly what the prospect said that triggered the detection
• Counter-scripts — 2-3 proven rebuttals tailored to the objection type, with a copy button for each
• Color-coded by category (red for price, yellow for timing, blue for general)

Competitor Intelligence

When a competitor is mentioned (e.g., Linkeo, Yellow Pages, Mediative), the AI surfaces a comparison card showing:

• Competitor's known pricing and contract terms
• Weaknesses — specific points to highlight (lock-in periods, template sites, poor reporting)
• Positioning — a suggested talking point for how your offering compares
• Historical win rate against that competitor

Live Pricing Calculator

When the AI detects a pricing question, it opens an interactive calculator. Enter the prospect's ad budget and instantly see a comparison of all plans (Découverte, Standard, Pro) with real numbers — monthly fees, management costs, and total spend. The recommended plan is highlighted based on the budget.

In-Call Booking

When booking intent is detected ("Can we schedule a follow-up?"), a calendar widget opens right in the sidebar. Select a date and time, choose the duration (30 or 60 minutes), and book the appointment without leaving the meeting. The appointment is automatically linked to the CRM lead.

Additional Intent Cards

• 📝 Quote Request — Pre-fills a quote from conversation details
• 🤝 Contract Signal — "Let's do it" detected — shows next steps panel
• 🚨 Compliance Risk — Alerts if you make an unauthorized promise

Post-Call Automation

After the meeting ends, SalesIQ automatically:

1. Generates a call summary with key topics and outcome
2. Drafts a follow-up email referencing specific discussion points
3. Extracts action items and creates CRM tasks
4. Suggests CRM field updates (status, callback date, current agency, budget)
5. Adjusts lead score based on buying signals detected
6. Runs the full AI quality scoring (same as phone calls) for the leaderboard

15. Softphone Co-Pilot

All Roles — The same AI co-pilot that powers video meetings also works during Twilio phone calls.

How It Works

When you're on an active call using the SalesIQ softphone, the widget automatically expands to reveal the AI co-pilot sidebar below the call controls. The system streams the call audio to the transcription engine in real time.

What You See During a Call

• Live Transcript — The conversation is transcribed in real time, with speaker labels (you vs. the prospect)
• Intent Detection — The AI monitors for objections, competitor mentions, pricing questions, booking intent, and more
• Coaching Cards — When a signal is detected, the same coaching panels appear: objection scripts, competitor comparisons, pricing calculator, and calendar booking widget

After the Call

When the call ends, the sidebar data clears. The full transcript is saved to the call record and available in the lead timeline and call log. Intent data feeds into the standard call analysis pipeline for scoring.

16. Reports

Supervisor Admin — Navigate to Reports for deep analytics across any date range.

Available Reports

• Conversion Funnel — Sankey diagram: Dialed → Connected → Pitched → Email Captured → Appointment → Sale. Filter by agent, team, date range, lead source.
• Best Time Analysis — Heatmap of connect rates by hour and day of week. Find the optimal calling schedule.
• Lead Source Effectiveness — Calls per source vs. conversion rate. Identify best/worst lead sources.
• Call Duration Distribution — Histogram showing the sweet spot for call duration.
• Response Time — Time from lead creation to first call. Correlation with conversion.
• Callback Success — First attempt vs. callback conversion rates. Optimal number of attempts.
• Weekly Summary — Auto-generated PDF with all key metrics, trends, and top performers.

Filters & Export

All reports support filtering by:

• Date range (custom or preset: today, this week, this month)
• Team (All, Madagascar, Morocco)
• Individual agent
• Lead source

Export any report as PDF or CSV using the export button in the top-right.

17. Admin Settings

Admin — Navigate to Admin in the sidebar.

User Management

• Add users — Create accounts with name, email, role, and team assignment
• Edit users — Change role, team, daily call target, quality threshold
• Deactivate — Disable accounts without deleting data
• Map provider IDs — Link Aircall/Twilio user IDs to SalesIQ profiles

Pipeline Configuration

• Transcription endpoint — URL to the Whisper GPU service, timeout, retries
• Pipeline interval — How often to auto-run (default: 60 minutes)
• Minimum call duration — Threshold for analysis (default: 45 seconds)
• Pitched threshold — Duration to count as "pitched" (default: 30 seconds)
• Working hours — Start/end times for shift-based analysis and alerts

Scoring Configuration

• Dimension weights — Adjust the relative importance of each scoring category (pitch compliance, communication, objection handling, closing, compliance)
• Alert threshold — Score below this triggers an immediate alert (default: 30)
• Coaching threshold — Score below this flags for coaching (default: 60)
• Leaderboard weights — Adjust volume/conversion/quality blend (default: 40/30/30)

Tags & Outcomes

Configure how call tags (from Aircall/Twilio) map to outcome categories:

• Won — e.g., "Vendu", "Sold"
• Lost — e.g., "Perdu", "Not Interested"
• No Answer — e.g., "Pas de réponse", "Voicemail"
• Callback — e.g., "Rappel demandé"
• Interested — e.g., "Intéressé mais à suivre"

Pitch Scripts

Configure per-team pitch scripts that the AI uses for compliance scoring. Each team can have its own script and key phrases.

CRM Configuration

• Lead sources — Add/edit/remove source options
• Lead statuses — Customize pipeline stages
• Call results — Configure the outcome dropdown options
• Appointment statuses — Customize appointment lifecycle
• Custom fields — Define org-specific fields stored in the lead's custom data
• Saved views — Manage shared filter views for the team

Twilio Integration

Configure your Twilio credentials for the built-in softphone: Account SID, Auth Token, and phone numbers. The softphone enables browser-based calling at a fraction of the cost of traditional phone systems.

Meeting Settings

• Default video on/off
• Max meeting duration
• Transcription and recording toggles
• Intent detection on/off
• Guest name/email requirements
• Competitor list for intent detection

Feature Flags (Role Permissions)

The role_features table controls which features are enabled for each role. Admins can toggle features on or off per role — for example, enabling video meetings for a specific agent or disabling quotes for a team. Feature flags include:

• calls, video_meetings, quotes — Core feature access
• copilot_basic, copilot_objections, copilot_rebuttals — Basic co-pilot cards
• copilot_deal_scoring, copilot_pricing_guidance, copilot_auto_quote — Advanced co-pilot (Inside Sales+)
• lead_handoff, lead_book_appointment, lead_collect_email — Lead workflow permissions

Coaching Card Configuration

All AI co-pilot coaching content is stored in the database and fully configurable:

• Objection scripts — Counter-scripts organized by objection type (price, contract, timing, "think about it," general). Add, edit, or remove scripts per category.
• Competitor data — Known competitors with pricing, contract terms, weaknesses, win rates, and positioning. The AI uses this when a competitor is mentioned during a call.
• Compliance rules — Rules the AI watches for (e.g., "never guarantee specific results").

Pricing Catalog

The pricing catalog defines the products and services available for quotes and the live pricing calculator. Each product has a name, type (one-time or monthly), base amount, and optional notes. The auto-quote engine and pricing calculator both reference this catalog. Update it as pricing changes.

18. Display Mode

Access the full-screen leaderboard at /leaderboard/display — designed for wall-mounted TVs and monitors in the office.

Features

• Dark theme optimized for readability at distance
• Auto-cycles between daily and weekly leaderboard views
• Animated position changes when agents move up or down
• Top 3 highlighted with gold/silver/bronze styling
• No sidebar or navigation chrome — pure leaderboard display
• Authenticated via URL token (no login required on the display device)