Overview
Mid-Call Check-In is AI coaching that reaches you partway through a customer conversation, while you still have time to use it. Once Field Pro v2 has heard enough of the Job, Ask Atlas builds a short check-in that reads back the customer's situation, lists the objections they've raised, and tells you what to do next. You open it in Atlas in ST Field, read it in the truck or on the way back inside, and ask Atlas follow-up questions if you want more.
Who uses this feature
Technicians
Managers and administrators may read this article to understand what a technician sees, but the workflow below is the technician's
Feature configuration
Mid-Call Check-In is on by default. Your office can turn it off for a recording profile or for you.
What you need
You get a Mid-Call Check-In when all of these are true:
You have Field Pro access (the View Field Pro permission).
You're recording in ST Field, kept updated to the latest version.
A recording is running on the Appointment.
Mid-Call Check-In is on for your recording profile and for you. It's on by default for both.
If you're not seeing check-ins, ask your manager to check these. Admins: see Field Pro v2 Settings, Permissions, and Teams.
Things to know
Mid-Call Check-In is built from the conversation as it happens. Field Pro v2 transcribes your recording in near real time, and that live transcript is what the check-in is written from.
Your check-in appears once enough of the conversation has been recorded, after about 400 words by default. Your company can change this in the recording profile. Very short calls may not get one.
You get one notification, when the check-in is first ready. After that you can reopen it whenever you want, and you can ask for an updated one (see Get an updated check-in below). Updating it doesn't send another notification.
The check-in uses your company's scorecard, including its objection-handling guidance, so its advice reflects your sales process.
Your manager can see your check-in, along with the live transcript of the call.
Your company can customize the check-in on each recording profile, so your sections may be named or ordered differently from what you see here.
Type your follow-up questions. You can also use your keyboard's dictation.
Use cases
You step out to the truck between the walkthrough and the presentation. You open the check-in, see that the customer mentioned a budget ceiling you hadn't addressed, and go back in with that in mind.
You've built two estimates and want to pressure-test your approach before you present them. You open the check-in, read the "what to do next" suggestions, and ask Atlas how to frame the higher option for this customer.
The customer raised an objection you don't hear often. You open the check-in, see how your company recommends handling that objection, and use it in the back half of the conversation.
You're new. The check-in tells you, on real jobs, what a strong next move looks like according to your company's own process.
Recognize the Mid-Call Check-In prompt
During a recorded appointment, Field Pro v2 tells you when a check-in is ready in two ways.
A notification. When your check-in is ready, you get one notification: Field Pro Check In is ready. Tap it to open the check-in in Atlas.
In Atlas. Open Atlas on the job while a check-in is available and you'll see an indicator that the check-in is ready.
Either route opens the same check-in.
Read the check-in
The default check-in has three sections, in this order.
Situation. What the customer is actually after: the desires, needs and constraints they've expressed or implied in the discovery so far. Because this is written partway through the call, it tells you what's still unknown and what to listen for rather than pretending the discovery is finished.
Objections. Each objection the customer has raised, with how your company recommends handling it. If none have come up yet, it says so.
What to do next. Two to four concrete suggestions for the rest of the call, based on your company's sales process and the skills your scorecard treats as most important.
Tip: The best time to read it is during a natural break, such as walking out to the truck, checking equipment, or while the customer looks over options.
Your manager can follow along too. While the job is live, managers can see your Mid-Call Check-In next to a summary written for them. See Manage Team Performance in Field Pro v2: Dashboards, Recordings, and Coaching.
Ask Atlas a follow-up question
The check-in is a starting point, not the end of the conversation. You can ask Atlas about your own call from inside the check-in view.
Open the check-in from the notification or from Atlas.
Read the three sections.
In the Type your message box, type your question (or use your keyboard's dictation).
Send it and read the answer.
Questions that work well:
"What do you mean by that?"
"How should I handle this objection?"
"How do I explain this in a way this customer will follow?"
"I have two estimates ready. How should I present them?"
Atlas can draw on more than this call, including your own past recordings, scores, follow-ups and coaching comments.
Get an updated check-in
A conversation moves. The check-in you read ten minutes ago may not reflect where the call is now, so you can get one that reflects the latest part of the conversation before you go back in.
Tap Regenerate Mid-call check-in below the check-in. Atlas rebuilds it from everything recorded so far. Only you can regenerate your own check-in, and it doesn't send a new notification.