Complete Platform Guide

💳 Debt Settlement Call Coach

An AI-driven lead management and dialer platform that combines live call coaching, real-time speech analysis, roleplay training, compliance monitoring, and multi-role management — all built for debt settlement call centers.

🏠 Platform Overview

The Debt Settlement Call Coach is a complete call center platform built specifically for debt settlement sales teams. It replaces the traditional "headset + notepad" workflow with an AI-powered workspace that listens to every call in real time, coaches the agent live, builds the client profile automatically, and ensures regulatory compliance — all while managers monitor from a dedicated portal.

The platform integrates three external AI services:

Deepgram — real-time speech-to-text with speaker diarization (separating agent vs. customer) and sentiment analysis
Anthropic (Claude) — the AI brain powering live coaching, Q&A, intent scoring, and fact extraction
Twilio — outbound dialing, call recording, and WebRTC-based call monitoring

Every call is transcribed, analyzed, and saved. Every client interaction is captured as a structured profile. Every compliance violation is flagged. And every role — from dialer to super admin — has exactly the access they need.

👥 Roles & Access Hierarchy

The platform uses a strict 5-level role hierarchy. Each role unlocks additional capabilities:

👑Super AdminLevel 5 — Highest

Full control over everything. Can manage all users, roles, compliance settings, knowledge base, and system configuration. The only role that can create other admins.

⚙️AdminLevel 4

Full feature access including user management, compliance administration, knowledge base editing, and all manager features. Cannot manage other admins or change system-level settings.

🛡️Super ManagerLevel 3

Full manager features plus compliance monitoring — can view all dialers' compliance records, toggle compliance monitoring on/off per user, and inspect any compliance ticket. Cannot manage users or edit the knowledge base.

🎛️ManagerLevel 2

Can monitor live calls (listen, whisper, barge, takeover), view all dialer transcripts and profiles, leave coaching comments, and generate reports. Cannot manage users or access compliance admin.

📞DialerLevel 1 — Base

The front-line agent role. Can make live calls, use AI coaching tools, train with BOB, view their own leads and profiles, and manage their own compliance remediation. Sees only their own data — leads, transcripts, and compliance records.

Lead Visibility: Dialers only see leads assigned to them (via the debtCoachOwner field). Managers and above see all leads, transcripts, and call data across the entire team.

📞 Live Call Workspace

The Live Call tab is the heart of the platform — a real-time coaching workspace that runs during every call. The agent puts on their headset, selects their microphone, clicks "Start Live Call," and the system takes over:

🎙️ Dual-Channel Audio Capture

The platform supports two audio modes:

Single mic with diarization — one microphone captures both sides of the call; Deepgram's AI separates speakers
Dual-channel (Rodecaster) — agent mic on channel 0, customer audio on channel 1, for perfect speaker separation

An audio test mode shows live level meters for both inputs before the call starts.

💳 Lead Contact Card

Every call is tied to a lead. The agent can select an existing lead or create a new one (auto-numbered #00001, #00002…). The contact card shows the client's name, phone, status, debt amount, creditor count, and AI-generated profile. The card is editable live and auto-saves to the database. A floating "Client Profile" button opens the full profile modal.

📝 Live Transcript Panel

As the call progresses, every spoken line appears in real time with:

Speaker labels (Agent vs. Customer) with color coding
Timestamps and sentiment indicators
Click any line to send it to the AI Q&A tool
Scripts tab — view approved scripts side-by-side with the live transcript

The transcript auto-saves every 5 seconds, so nothing is lost if the connection drops.

📊 Do-Nothing Calculator

In "Close" mode, a calculator appears that compares the cost of continuing minimum payments vs. enrolling in the debt settlement program. It pulls real numbers from the client's debt ledger and shows estimated savings, payoff timelines, and customer-facing talking points.

🖥️ Detachable Panel Layout

All three main panels (Lead Card, Transcript, AI Assistant) can be popped out into floating windows. The agent arranges them across their monitors, clicks "Save Layout," and the positions are remembered in localStorage for the next call. This lets agents work on multi-monitor setups with the transcript on one screen, the AI on another, etc.

⏰ Profile Timer

The agent can set a countdown timer on any client profile. When it expires, a popup reminder appears with an "Open Profile" button — ensuring follow-ups are never missed. Timers persist across page refreshes.

🛡️ Live Compliance Widget

During the call, a real-time compliance scorecard shows the agent's compliance score (0-100), compliant hooks count, total violations, and critical violations. This updates every 90 seconds as the compliance engine evaluates the transcript.

🤖 AI Tools (Live Call Intelligence)

The AI Assistant panel runs four independent AI engines during every live call. Managers can toggle each one on/off per dialer through the AI Settings control, giving fine-grained control over what assistance each agent receives.

❓ Live Q&A Engine

When the customer asks a question (detected by question words like "what," "how," "why," "can I"), the AI automatically searches the debt settlement knowledge base and generates an instant answer. The agent sees the question and answer in the AI panel without lifting a finger. Consecutive customer lines are buffered and flushed as one combined question for better context. All Q&A is saved to the lead's history.

🧠 Live Coach

The coach monitors the transcript for objection keywords ("skeptical," "scam," "too much," "can't afford," "credit score," etc.) and proactively generates coaching tips — suggested rebuttals, talking points, and strategies. It also fires every 20 seconds even without objections, providing continuous guidance. Tips are saved per call for manager review.

📈 Intent Scoring Engine

Every 30 seconds, the AI analyzes the recent transcript and produces an intent score (0-100) indicating how likely the customer is to enroll. The customer is classified as a "Duck" (ready to enroll, high intent) or a "Cow" (needs more work, low intent). The score is tracked over time, creating intent snapshots that show how the call progressed. The final score is saved to the lead.

👤 Auto-Profile Builder

Every 60 seconds, the AI extracts structured profile data from the conversation — employment status, income, debt details, hardship information, co-signers, contact info, monthly bills, and creditor details. This data auto-populates the client's profile, debt ledger, and bills — no manual data entry required. The agent can review and edit everything in the Client Profile modal.

🧾 Auto-Fact Extraction & Memory System

After each call, a dedicated fact extraction pass identifies key facts mentioned by the customer — personal details, family situations, financial commitments, objections, hot buttons, and follow-up items. These are saved as LeadMemory records with importance levels and follow-up dates. On the next call with the same lead, these memories are surfaced in the AI Coach so the agent can reference prior conversations: "Last time you mentioned your daughter's tuition…"

📄 Post-Call Report

When the call ends, the AI generates a comprehensive post-call report summarizing the conversation, the customer's situation, intent analysis, recommended next steps, and coaching notes. This is saved alongside the transcript for managers to review.

🎯 BOB Training Simulator

B.O.B. (Battle Obstacle Boss) is a voice-powered roleplay training simulator. New agents practice calls against an AI customer that adapts its personality, difficulty, and behavior based on the selected persona and scenario.

🎭 Persona Blends

BOB can be configured as different customer types — from easy ducks to difficult cows — using a slider that blends personality traits. The persona determines how the AI customer responds: skeptical, eager, confused, hostile, or cooperative. Intensity levels (1-5) control how challenging the conversation is.

📞 Call Modes

Open Mode — practice the initial discovery and qualification call
Close Mode — practice the closing/enrollment conversation

The simulator uses the same Deepgram + AI pipeline as live calls, so training feels real.

🧠 BOB's Brain

A knowledge base tab where managers can upload reference calls, scripts, and training materials that BOB uses to generate realistic customer responses. The more content in BOB's Brain, the more authentic the training.

📊 Training Log

Every training session is logged with transcript, duration, recording, and whether an "appointment was booked." Managers can review training sessions to coach new hires before they go live.

🔄 Auto-Sync

BOB automatically checks for script updates every 2 hours, ensuring training materials are always current.

🎤 Closer Pitches Library

The Pitches tab is a library of real closer pitches organized by closer name. Managers upload MP3 recordings of their best closers, and the AI automatically:

Transcribes the recording (supports files up to 100MB via chunked transcription)
Extracts distinct pitches by type: Opener, Discovery, Pitch, Rebuttal, Closer, Full Call
Captures the actual language and approach the closer used
Saves each pitch with the closer's name (derived from the filename)

During live calls, a compact pitch panel lets agents reference any closer's pitches by type — so a new dialer can see exactly how the top closer handles a bankruptcy objection, for example. Pitches can also be added manually.

🧠 Knowledge Base

The Knowledge Base is the AI's brain. It contains everything the AI tools reference during live calls — scripts, Q&A pairs, documents, website content, call recordings, and coaching hotpoints. Organized into categories:

debt_agent — agent scripts and talking points
debt_customer — customer Q&A pairs
debt_doc — uploaded documents (PDF, etc.) extracted by AI
debt_web — website content scraped and ingested
debt_call — call recordings transcribed and indexed
debt_kb — general knowledge entries
debt_faq — frequently asked questions
debt_hotpoints — coaching triggers and strategies

Each entry can have multiple answer variations (the AI generates alternative phrasings), tags, and source tracking. Dialers have read-only access; managers and above can add, edit, and import entries.

💬 AI KB Chat (Managers+)

A conversational interface where managers can add knowledge by chatting — type or speak a Q&A pair, upload a document, or paste a URL, and the AI ingests it into the knowledge base automatically. Supports image and audio uploads too.

👤 User Profiles & Client Data

The User Profiles tab shows every lead with their complete client profile — a draggable, resizable modal with 9 tabs:

⚠️ Hardship — when/why/how the financial hardship started (auto-extracted from calls)
📋 Overview — contact info, employment, income, credit score, quick stats (debt, payments, DTI)
👥 Co-Signers — co-signer details (auto-extracted, editable, add/remove)
💳 Debt — full creditor ledger with balances, limits, rates, payments, and credit utilization
🧾 Bills — monthly expense breakdown (rent, auto, insurance, groceries, utilities, etc.)
❓ Q&A — every question the customer asked across all calls, with AI answers
📝 Transcripts — all saved call transcripts, expandable with follow-up reports
📷 Credit Report — uploaded credit report photo with AI analysis
📊 Calculator — the Do-Nothing Calculator for this specific client

Everything auto-populates from live calls — the agent rarely needs to type anything manually. But every field is editable, and the Save button persists changes to the database.

📋 Call History

The Calls tab is a unified view of all call data. It shows:

Every saved call transcript with date, duration, call mode (open/close), and intent score
Links to the full transcript and follow-up report
Manager commentary on each call
Filtering by agent, lead, date range, and call mode

Dialers see only their own calls; managers and above see all calls across the team. This is where coaching happens after the fact — a manager reviews a call, reads the transcript, and leaves a comment for the agent.

🛡️ Compliance Module

The Compliance Module is a real-time and post-call system that enforces script fidelity and regulatory rules. It ensures agents say what they're supposed to say — and don't make claims they shouldn't.

🔍 What It Monitors

Regulatory Disclosures — required legal language that must be read
Factual Misrepresentation — claims that contradict ground truth (e.g., claiming an 85% success rate when it's actually 78%)
Script Deviation — going off-script from approved language
Unapproved Claims — making promises not in the approved materials
Missing Disclosures — forgetting to mention required information
Rate Misrepresentation — quoting incorrect rates or fees

📊 Compliance Records (Tickets)

Every evaluated call creates a ComplianceRecord with a unique ID (CMP-2026-00001). Each record tracks:

Compliance score (0-100) — higher is better
Compliant hooks count — how many times the agent followed the script correctly
Violations by severity: Critical, Medium, Low
Status: Open → Under Review → Remedied → Closed
Sensitivity level: Strict, Balanced, or Flexible (per user)

🛠️ Compliance Knowledge Base

Admins build the rule set in the Compliance KB. Each rule can be:

A regulatory disclosure that must be read
A factual ground truth (e.g., "actual success rate = 78%") with a threshold
An approved script section
A custom natural-language rule

The AI Agent chat lets admins create rules by simply describing them in plain English: "Flag any agent who mentions a success rate above 85% as critical" — and the AI creates the rule automatically.

📚 Remediation Workflow

When a violation is found, managers can assign remedy materials (PDFs, audio, video, links, or text). The agent must:

Acknowledge the remedy
Complete a quiz (auto-generated by AI from the material)
Pass the quiz to mark the violation as remedied

This creates a full audit trail: violation → training → quiz → resolution.

💬 Compliance Notes Thread

Every compliance record has a notes thread where managers and the agent can discuss the violation. System messages mark status changes (opened, reviewed, remedied, closed).

🔔 Real-Time Alerts

During live calls, when the compliance engine detects a violation, a toast popup appears with an "Inspect Call" button. The agent sees their compliance score drop in real time. Managers see the alert in their portal immediately.

Role Access:

Dialer & Manager: "My Compliance" — see their own records, acknowledge remedies, take quizzes
Super Manager: + "Monitor" — toggle compliance per user, inspect any dialer's records, assign remedies
Admin & Super Admin: + "Admin" — manage the Compliance KB, approve scripts, view aggregate reports, use the AI Agent

🎛️ Manager Portal

The Manager Portal is a separate workspace for managers and above. Accessed via the "Manager Portal" button in the coach header. It provides real-time visibility into every active dialer and their calls.

👥 Dialers Tab — Live Dashboard

Shows every active dialer with their current status:

🟢 Logged In — available, not on a call
🔴 On Call — currently in a live call (shows lead name, phone, call mode, duration)
⚫ Offline — logged out

The dashboard refreshes every 5 seconds. Clicking a dialer shows their full contact card and current call details.

🎧 Call Monitoring (Listen / Whisper / Barge / Takeover)

When a dialer is on a call, the manager can:

Listen — silently hear both sides of the call via WebRTC
Whisper — speak only to the agent (the customer can't hear)
Barge — join the call and speak to both the agent and customer
Takeover — end the agent's call and take over the conversation directly

This uses a WebRTC peer connection between the manager's browser and the dialer's browser, established through SDP offer/answer exchange via the managerCallControl backend function.

📝 Transcripts Tab

Browse all call transcripts across the team. Filter by agent, lead, date, or call mode. Leave coaching comments on any transcript. View the full transcript with speaker labels, timestamps, and sentiment.

📊 Dialer Reports

Generate reports by date range:

Call Measurement — call counts, durations, talk time per agent
Intent Reports — intent score trends, duck/cow classifications per agent
Q&A Reports — questions asked, answer quality, knowledge gaps

⚙️ AI Settings Per Dialer

Managers can toggle each AI tool on/off for each dialer individually:

Live AI Assistant (master toggle)
Live Q&A
Live Coach
Live Intent

This lets managers customize the AI experience per agent — maybe a new hire gets all tools, while a veteran just gets Q&A.

⚙️ Admin Panel & User Management

The Admin tab (visible only to Admins and Super Admins) is the user management center. From here, admins can:

👤 Create Users

Create new dialer, manager, or super manager accounts. Set their username, password, role, and initial permissions. Optionally send an invitation email. New users are prompted to reset their password on first login.

🔐 Permission Management

Each dialer can have granular permissions (stored as JSON) controlling which features they can access. Managers and above have full access by default. The permission system supports:

liveAIAssistant — master AI toggle
liveQA — Q&A engine access
liveCoach — coaching tips access
liveIntent — intent scoring access

🎭 Role Assignment

Change any user's role at any time. The role hierarchy is enforced server-side — a manager cannot promote someone to admin.

🔄 Password Management

Reset any user's password (forces them to reset on next login), or change passwords directly. Admins can also change their own password from the login page.

🗑️ Account Management

Activate/deactivate accounts (deactivated users can't log in), or permanently delete users. All actions are logged and tied to the admin who performed them.

🛡️ Compliance Settings Per User

Admins and Super Managers can toggle compliance monitoring on/off for each user, set their sensitivity level (strict/balanced/flexible), and view which calls have been evaluated.

🔗 How It All Works Together

Here's the full lifecycle of a call, showing how every piece connects:

Agent Logs In

The dialer signs in at the login page. A DialerSession record is created tracking their status as "logged_in." Any previous sessions are marked offline. The dashboard loads with role-appropriate tabs.

Agent Selects a Lead

In the Live Call tab, the agent picks an existing lead or creates a new one. The lead's complete history — prior calls, transcripts, Q&A, memories, debt ledger, bills, hardship, co-signers — loads into the Client Profile modal. If this is a follow-up call, the AI Coach surfaces key memories from prior conversations.

Call Starts — AI Pipeline Activates

The agent clicks "Start Live Call." Deepgram opens a WebSocket connection. The agent's headset mic streams audio in real time. The transcript appears line by line with speaker labels and sentiment. The DialerSession updates to "on_call" so managers can see the agent is busy.

Four AI Engines Run in Parallel

As the conversation flows:

Q&A answers customer questions instantly from the KB
Coach generates rebuttals when objections are detected
Intent scores the customer's likelihood to enroll every 30s
Profile Builder extracts debt info, bills, hardship, co-signers, and contact details automatically

The agent focuses on the conversation — the AI handles the data entry.

Compliance Engine Evaluates

Every 90 seconds, the compliance engine sends the recent transcript to the AI, which checks it against the Compliance KB rules. If a violation is found, a ComplianceRecord is created with the flagged text, expected text, severity, and AI explanation. A toast alert appears. The agent's live compliance score updates in the widget.

Manager Monitors (Optional)

In the Manager Portal, a manager sees the agent is "on_call." They can listen in, whisper coaching advice, barge into the call, or take over entirely — all through a WebRTC connection. The manager can also see the live transcript and compliance score.

Call Ends — Everything Saves

The agent clicks "End Call." The system:

Saves the full transcript to DebtCallTranscript
Saves all Q&A pairs to DebtQAHistory
Saves coaching tips to DebtCoachTip
Saves intent snapshots to DebtIntentSnapshot
Extracts key facts to LeadMemory
Updates the lead's profile, intent score, animal type, and call count
Generates a post-call report
Resets the DialerSession to "logged_in"

Post-Call Review & Coaching

The manager reviews the call in the Calls tab or Transcripts tab. They read the transcript, check the compliance score, leave a coaching comment, and assign remedy materials if there were violations. The agent acknowledges the remedy, takes a quiz, and the violation is closed — creating a full audit trail.

Next Call — Memory Surfaces

When the agent calls this lead again, the LeadMemory records from prior calls appear in the AI Coach. The agent can reference specific details: "Last time you mentioned your daughter's tuition was stressing you out — how's that looking now?" This creates continuity and builds rapport across calls.

The result: Every call is coached live, every client profile is built automatically, every compliance violation is caught, and every conversation is saved — creating a continuously improving knowledge base that makes the next call better than the last.

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