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A training plan is a few steps in order: calls to listen to, practice calls with a score to pass, and a due date. Assign one to the reps who need it, and AI Coaching reminds them, puts the next step in their plan for today, and shows you who’s on track. Add a certificate, and reps earn it on their real calls, not in practice.
Owners and admins create and assign training plans, under Training plans on Coaching › Practice. Reps see the plans assigned to them under My training plans on the same tab, and their next step on My coaching.

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From a plan to a certificate

Real calls earn the certificate. Practice gets reps ready.

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Built-in training plans

Assign a built-in as it is, or click Customize to get your team’s own copy to change. Practice a new pitch and Friday team challenge can’t be customized.

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Create a training plan

1

Click New training plan

On Coaching › Practice, click New training plan.
2

Name it and pick the practice calls

Give it a Name and, if you like, a Description. Pick up to 12 practice calls, in order, then click Create training plan.
3

Add other steps

On the plan page, click + Add a step and pick one:
  • Listen: a playlist from Best calls. It’s done once every clip is heard, and it never blocks another step.
  • Practice call: a practice call with its own score to pass.
  • Final practice call: goes last and unlocks once the other practice calls pass. Usually Very hard, 80 to pass.
  • Practice call from yesterday’s calls: every working day, a short practice call on what went wrong the day before. Any score counts, and reps keep a weekly streak.
4

Set the score to pass and the order

Each practice step has its own score to pass, from 50 to 95. Drag steps to reorder them, or use the ⋯ menu.
A plan holds up to 12 steps, with one final practice call and one step that repeats. Reps can do the steps in any order. Only the final practice call waits for the others. When you save changes to a plan that reps already have, it changes for them right away. Steps they passed stay passed.

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Assign it

1

Open the plan and click Assign

Or click Assign practice on the Team tab and pick the plan.
2

Choose who

Search for people, pick Everyone on your team, or pick one of your saved groups.
3

Choose when it's due

The due date starts at the plan’s length, or 5 working days from today.
4

Check the reminders

Three switches, all on by default. See the table below.
5

Click Assign

The button says how many reps get it. Reps who already have the plan open are skipped. The page then opens the plan’s progress.
Each rep gets a message like “Taylor assigned you the training plan Handle the 4 objections we hear most: 5 practice calls, about 20 minutes in total, due Friday.”, with Start the first practice call and Later today. Reps practice privately and retry as often as they like. You see the attempt they submit, plus their real-call scores.

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Track progress

The plan’s Progress tab has a row for each rep and a column for each step, with the rep’s best score and a check once they pass. Click ▶ to play an attempt the rep submitted. From the ⋯ menu on a row:
  • Nudge: the rep gets a message to continue the plan today. Once a day per rep.
  • Extend the due date: steps they passed stay passed.
  • Cancel the assignment: it comes off their Coaching page. Their practice attempts stay in their history.

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Assign it automatically

In the plan’s assign panel, Keep assigning it automatically gives the plan to reps whose score on a skill stays low. It’s off until you turn it on, and a built-in plan has to be customized first. Set the rule, such as “Assign to anyone whose “Handling objections” score stays under 65 for two weeks”, then click Turn it on. Every morning at 7, your team’s time, reps with 10 or more scored calls who qualify get the plan, due in five working days. Nobody gets it twice within 30 days, and it never locks anyone’s lines. The rule also shows in Ari’s jobs, where you can pause or delete it.

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Certificates

A certificate is off until you turn it on for a plan. Built-in plans have to be customized before you change theirs. The plan sums it up, for example: “Reps are certified when they pass all 3 practice calls and average 70 or more on Handling objections across their next 10 real calls.” Once a rep passes every practice step, their next scored real calls start to count. A call counts when it was scored, it was made after the practice was passed and, for a skill certificate, the skill came up on it. The rep is certified when their latest calls reach the average. The rep and the coach who assigned the plan both get a message. Certificates don’t expire.

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Unlock parallel dialing

Turn on When certified, unlock parallel dialing, and pick 2 to 5 lines (3 by default). Certified reps then dial on that many lines. It only ever adds lines, and never more than the rep’s license allows. Lock until certified is an extra switch under it, off by default. With it on, the reps you assign dial one line at a time until they’re certified. Before you assign, you see each rep who would lose lines, by name, and choose Don’t assign or Assign and lock. Their lines come back when they’re certified, when you cancel their assignment, or when you turn the certificate or the lock off.

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Plans that repeat

Warm up before you dial, and any plan with a Practice call from yesterday’s calls step, comes back every working day. It has no due date, shows Ongoing, and never goes overdue. Any score counts for the day. Reps see a Monday to Friday strip and their streak, and that day’s practice call becomes the Practice it step on their My coaching.

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Run a team challenge

1

Pick the Friday team challenge

On the Practice tab, open Friday team challenge and click Start the team challenge. It covers every rep on the team, including people who join later. Owners and admins don’t take part.
2

Choose the day and the time

Pick the Day, Monday to Friday (Friday by default), and Results at, from 8 am to 8 pm (4 pm by default), in your team’s time.
3

Choose where results go

Pick a Slack channel under Post the results in. That needs Ari connected to your Slack. Without a channel, the results come to owners and admins in the app.
The evening before the challenge day, Ari picks the week’s toughest prospect: a Very hard practice call built around the objection that ended the most of your reps’ calls that week. Reps can take it only on the challenge day, and each rep’s best score counts. The result reads like “Friday challenge: Maya wins with 91 on “Just tell me the price”. 8 of 12 reps took part.” Reps who took part always get the result in the app. A team runs one challenge at a time. Click Stop the challenge to end it.

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Practice a new pitch

1

Open Practice a new pitch

On the Practice tab, click Assign on Practice a new pitch.
2

Paste your new messaging

Paste 40 to 4,000 characters. Add a Name if you like, and set the Score to pass.
3

Add a final practice call (optional)

Turn on Add a final practice call: Very hard, 80 to pass. It unlocks once the first practice call passes.
4

Click Make the practice call

Ari writes a practice call where the prospect pushes back on your messaging, makes the training plan, and opens the assign panel.
Everyone’s best score goes on the plan’s own leaderboard, which the reps you assign can see.

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Good to know

No. Reps always get the message in the app. The copy comes by Slack when your team has connected Ari to Slack, and by email otherwise.
No. Passing the practice calls opens the way, and the real calls after that earn it.
Only if you turn on When certified, unlock parallel dialing, and lines only go up, to the rep’s license limit. Nobody loses lines unless you turn on Lock until certified and confirm it.
No. A plan with a listen step can’t be assigned while its playlist has no clips. Add a clip, or take the listen step out.

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Next steps

Build a practice call

Make the practice call your plan needs, from one sentence or a real call.

Share your best calls

Build the playlists for your plans’ listen steps.