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How to Build a Best Practice Library in Conversation AI

See how to capture, organize, and scale winning sales conversations with the Best Practice Library.

  1. Use the Best Practice Library to save and share winning conversation moments with your team.

  2. Click “Create New Library” to begin grouping top calls into a shareable best practice collection.

  3. Give your library a clear, descriptive name so team members know what kind of calls to expect.

  4. For example, you might create a library titled “CSM Best Practices” to highlight excellent customer success calls.

  5. Go to the Conversations tab and flag standout moments that are worth coaching around.

  6. Click into any call to identify teachable moments that others can learn from.

  7. Review how the rep performed, including their score based on your defined coaching framework.

  8. If the call scored 100 percent, it’s a prime candidate to be added to your best practice library.

  9. To save the call, go to the Actions tab and select “Add to Library.”

  10. Choose the appropriate library to store and share the call with your team.

  11. Click Save, and your best practice example is ready for others to learn from.