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Coaching templates: curate the supervisor snippet library

Voice → Coaching Templates is the tenant’s curated library of coaching snippets: the vetted phrases supervisors drop into coaching notes and whisper to agents mid-call, so floor coaching stays on-brand across shift changes. The coaching surface itself (plans, outcomes, the before/after effectiveness report) is covered in Supervisor coaching and Voice coaching plans; this guide walks the library management workflow end to end — where it lives, how to curate it, and who consumes it. The library is a tenant-owned control: each tenant curates its own snippet set, and nothing here touches call routing or carriers — it only governs the text supervisors reuse.

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1. Where the library lives

Open Voice → Coaching Templates in the dashboard. Owners and admins can curate the library; other roles get a permission screen, matching the API (only owners and admins can create, edit, or delete templates — everyone else gets 403). Supervisors without the admin role consume the library read-only from the coaching-note composer on a call’s detail page. The page lists templates in a table with a search box (name, snippet, category, or locale) and a Show archived toggle. Each row shows the name, category, snippet, locale, status (active or archived), and row actions: Edit, Archive (or Restore for an archived row), and Delete. An active-count header tells you how many templates are currently offered to the pickers.

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2. Create a template

Click Create template and fill four fields:
  • Name — up to 120 characters, unique per tenant. Name it for the moment it serves (“De-escalate angry caller”, “Verify identity before disclosing”), because the name is what a supervisor scans in the picker.
  • Category — pick from the picker:
    • de_escalation — calm an upset caller
    • discovery — open-ended probe questions
    • objection — handle pricing or timeline pushback
    • compliance — required disclosure prompts
    • closing — ask-for-the-sale and wrap-up moves
    • coaching — direct guidance to the agent (“slow down”, “pause”)
    • other — catch-all when none of the above fits
  • Snippet — the exact phrase or guidance, up to 500 characters. This is the text inserted into a coaching note or whispered, verbatim.
  • Locale — optional (2–16 characters, e.g. en or en-US). Leave it blank to make the template available in every locale.
A duplicate name fails with 409 TEMPLATE_NAME_CONFLICT — rename the new entry instead of accumulating near-duplicates, since the whole point of the library is one vetted phrasing per moment. The library caps at 1,000 templates per tenant (409 TEMPLATE_LIMIT_EXCEEDED), far above any realistic curation size.

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3. Edit, archive, and delete

Open Edit from the row to change any subset of fields — name, category, snippet, locale, or the active state. Over the API this is PATCH /voice/supervisor/coaching-templates/{id}; send only the fields you’re changing. Renaming to a name another template already holds returns 409 TEMPLATE_NAME_CONFLICT, same as create. Archive is the one-click is_active toggle on the row: archived templates disappear from the coaching-note picker and the whisper dropdown but stay in the library for audit. Flip Show archived to review them, and Restore brings one back with a click. Because the toggle is reversible, archive a stale snippet rather than deleting it. Delete is a permanent removal. The dashboard asks you to confirm, and warns you to archive instead if you want the entry kept for analytics. Over the API, DELETE /voice/supervisor/coaching-templates/{id} removes the row outright; a missing id returns 404 TEMPLATE_NOT_FOUND.

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4. How the coaching-note composer consumes the library

The payoff for curation shows up where supervisors write notes. On a call’s detail page (Voice → Calls, open a call), the coaching-note composer carries an Insert template picker that lists each active template as Category · Name; choosing one inserts the snippet body into the note. Archived templates never appear there, and the picker stays hidden entirely until the library has at least one active template — an empty library never clutters the composer. The same active-only read feeds the mid-call whisper surface; see Agent assist: whisper coaching. Curate once, and every supervisor writing a note or whispering a phrase draws from the same vetted set — which is why the library sits in a single flat category taxonomy instead of per-team sub-libraries.

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5. API surface and architecture

Everything the dashboard does is one endpoint family, documented with the rest of the coaching surface in Supervisor coaching:
The list response is a paginated envelope (templates, total, page, pageSize), so the dashboard’s active count is the true library size, not the length of the current page. The category taxonomy deliberately mirrors the skill catalog architecture: one governed, flat vocabulary that queues, pickers, and routing filter on a single dimension, rather than a free-text tag soup. The same flat-enum choice drives the voice skill certifications surface.

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See also