Building your training library
Training content lives in your program’s Training section. You can upload or add the following content types:Video lessons
Upload MP4 files or link to hosted videos. Use these for product walkthroughs, feature demos, and tone-of-voice guidance.
PDFs and slides
Upload pitch decks, product one-pagers, and visual reference guides agents can download and keep.
Text lessons
Write inline content directly in the platform — ideal for policies, process explanations, and step-by-step guidance.
External links
Link to your help centre, changelog, or any external resource without re-hosting it.
FAQ
Add structured Q&A pairs that address the questions customers most commonly ask agents during the sales process.
Demo and sales scripts
Provide word-for-word or guideline-level scripts agents can adapt when introducing your product to new prospects.
Onboarding scripts
Give agents a structured flow for walking new customers through setup and early activation steps.
Support boundaries and escalation rules
Define exactly which topics agents may handle and which must be escalated to your internal team. See Support Monitoring for the full list of restricted topics.
Organising content into modules
Rather than presenting all content as a flat list, group your lessons into modules — logical sections that agents progress through in order. Example module structure:- Product fundamentals — What the product does, who it is for, and how it fits into the market.
- Sales and referral approach — How to identify qualified leads, how to introduce the product, and which scripts to use.
- Customer onboarding — What to do after a referral converts: the handoff, the first check-in, and the early activation workflow.
- Support basics — How to handle common customer questions, what to escalate, and how to use the support workspace.
- Compliance and prohibited claims — What agents may and may not say or promise on your behalf.
Creating a certification assessment
An assessment is the gate between a trained agent and a certified one. Attach an assessment to your program from Training → Assessments → Create assessment.Question types
- Multiple choice
- Short answer
- Scenario-based
- Manual review
Present a question with three to five answer options and one correct answer. Use these for knowledge recall: feature names, policy rules, correct escalation paths.Example: “A customer asks you to process a refund on their behalf. What is the correct action?”
- Process it directly in the platform
- Explain that refunds must go through the business support team ✓
- Ask the customer to raise a ticket with the business
- Ignore the request and continue the conversation
Assessment settings
| Setting | Description |
|---|---|
| Passing score | The minimum percentage or raw score required to pass. Agents who score below this threshold fail and must retry. |
| Retry limit | How many times an agent may retake the assessment after failing. Set to unlimited to allow unlimited retries, or cap it (e.g. 3 attempts) to create a meaningful gate. |
| Certification expiry | How long a passed certification remains valid. After expiry, the agent must retake the assessment to renew their certified status. Use this to ensure agents stay current with product changes. |
| Manual approval requirement | Whether a human must review and approve the result even after the agent scores above the passing threshold. Enable this if you want a final judgment layer before activating support access. |
Certification statuses
Every agent’s certification progress is tracked with one of the following statuses:| Status | Meaning |
|---|---|
| Not started | The agent has been approved to the program but has not opened any training content yet. |
| In progress | The agent has started at least one lesson but has not submitted the assessment. |
| Submitted | The agent has completed and submitted the assessment. Results are pending (relevant when manual review questions are included). |
| Passed | The agent scored at or above the passing threshold on all automatically graded questions. |
| Failed | The agent scored below the passing threshold. They can retry if retries remain. |
| Awaiting manual review | The assessment includes manual review questions that have not yet been graded by a reviewer. |
| Certified | The agent has passed the assessment (and, if required, received manual approval). They are now eligible to request support access. |
| Expired | The certification has passed its expiry date. The agent must retake the assessment to regain certified status. |
| Revoked | A business owner or admin has manually revoked the agent’s certification — for example, following a conduct issue or a significant product change that requires re-evaluation. |
What happens after an agent passes
When an agent reaches Certified status, they see a notification in their dashboard and can submit a request for support role activation. You receive the request in your Agents panel and can:- Activate support access — the agent’s status updates to support-eligible and they can be assigned customers.
- Decline the request — if you are not ready to expand your support capacity or want to review the agent further.
- Revoke the certification — if the assessment result or any manually reviewed content raises a concern.
Once your agents are certified and active, learn how to monitor their support work in Support Monitoring.