Section 20 · Sales Rep Work Elimination / Zero-Entry CRM
20.36Rep confidence/hesitation flag from calls
Designed for Phase 3- No.
- 20.36
- DMA's reference
- Decision Book p.43
- Phase
- Phase 3
- Autonomy
- L1 · Recommend
- DMA's decision
- Later
◆ Amended in v3 of the book.
What DMA asked for · Decision Book p.43
Flag when a rep sounds unsure on a call, for coaching.
Why it matters to DMA: Coaching at the right moment helps reps close; the book keeps it for later.
In our words, from DMA's Product Decision Book v3, page 43.
How we do it
- DMA decided LATER (Phase 3).
- Nothing is built for this. It would read the rep's side of logged calls for hesitation around price and next steps, visible only to the rep and their manager, and only with the rep's knowledge.
Already in place
- Logged calls and their transcripts, stored encrypted (20.1).
What the later phase adds
- A coaching flag, once DMA decides and the team agrees how it's used.
The flow
It plays on its own while it's on screen; hover or use the controls to pause or step through.
A call
Logged by the rep.
- Stored data
- AI
- Person
Where the data goes
The same six stages on every page. Nothing reaches Nutshell except through the write gate.
- 1Call transcripts
Source
Logged calls.
- 2Sync
Copies Nutshell changes into the bridge database
Not involved.
- 3Bridge database
A copy of the CRM data, plus what the AI works out
The flag, visible to rep and manager only.
- 4AI
Claude models, only through DMA's own gateway
Reads the rep's side only.
- 5Write gate
The only way back into Nutshell: checked, approved when needed, sent once
Nothing is written to Nutshell.
- 6Nutshell
The system of record
Nutshell is not changed.
The tables behind it
Drawn from the POC's database catalogue: structure only, no data.
PK primary keyFK reference the database enforces (solid line)ID reference kept by id (dashed line)
| Table | What it holds | Columns |
|---|---|---|
| ai.scribe_runs | One row per logged call: the transcript's fingerprint, the account it matched, the extraction and the approval batch it produced. | 24 |
How the tables connect (2)
| Column | Points to | Kept by |
|---|---|---|
| ai.scribe_runs.conversation_id | conv.conversations | The database (foreign key) |
| ai.scribe_runs.approval_id | ctrl.approvals | The database (foreign key) |
Worked example
Synthetic demo data: every name, business and number is made up.
A designed example (synthetic).
A flag
- Moment
- Price question, 12:40 into the call
- Note
- Paused, then offered a discount unasked
In the running POC
There is no screen for this one yet: it is designed for Phase 3, as DMA's book decides. The parts listed under “Already in place” run in the POC today.
Status
Designed for Phase 3. DMA's book schedules this for Phase 3 (decision: later). The design is ready and builds on parts that already run in the POC.