Hears the whole call
Both sides, speaker-labelled, transcribed live. Keeps working if you switch from headset to speaker mid-call.
Lia Coach
Listens to the call so you don’t have to hold it all.
The moment
A customer is talking. You’re listening, typing, and trying to remember what they said forty seconds ago — all at once.
Coach hears both sides of the call and writes it down as it happens. It works out what kind of call it is on its own — a support call about an order needs different help than a sales call about a price, and it stops guessing between them within the first few exchanges.
When something in the conversation needs an answer, Coach doesn’t wait to be asked. It hands the moment to CoPilot and the answer appears. That’s the difference between software that helps and software you have to remember to use.
And most of the time it says nothing at all. Listen-only mode is real and it stays quiet — the four help buttons are there when you want them, and silent when you don’t.
This is the part that compounds: a rep who sounds unsure on their own — hesitating over an order number, going quiet while they search for a policy — doesn’t sound that way with Coach running. The pause where a newer rep used to freeze is now the moment they sound like they’ve done this for ten years. That’s not a script. It’s the answer arriving before the silence gets long enough to notice.
What it actually does
Knows which call this is
Routes itself between support, sales and cold-call modes from what’s actually being said — not from a dropdown you forgot to change.
Catches what matters
An order, a PO, a credit memo, a return mentioned out loud goes straight to CoPilot to look up. Nobody types a search.
Hands off the instant it hears something
An order number, a name, a promise made out loud — it doesn’t wait for you to ask. It pushes the moment to CoPilot so the record is already on screen.
Recognizes what it hears, not just words
Once your CRM or ERP is connected — NetSuite, GoHighLevel, Zoho, whatever you’re actually running — Coach ties the account, contact and order numbers it hears to the real record, not just a transcript.
Stays quiet by default
Listen-only mode is the default. Help arrives when you press for it, or when something genuinely can’t wait.
What it doesn’t do
- It does not talk to your customer. It never joins the call — only you hear it.
- It does not score or grade your people for management. The transcript is a working tool, not a surveillance record.
Every product page has this section. If a company won’t tell you where its software stops, that’s the tell.