> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aisync.link/llms.txt
> Use this file to discover all available pages before exploring further.

# Rep Guide

> One page for the people on the phones. Read it before your first shift.

This is everything you need to dial, book, and know what the screen is telling you. It takes five minutes to read and will save you an hour of confusion.

## 🔄 Before your first call of the day

<Steps>
  <Step title="Hard refresh the dialer tab">
    **Mac:** `Cmd + Shift + R` · **Windows:** `Ctrl + Shift + R`

    Updates ship often. Without a hard refresh you are on yesterday's version, and the problem you hit may already be fixed.
  </Step>

  <Step title="Check you are Ready">
    Green dot, top right. If it says Offline, click it.
  </Step>

  <Step title="Pick your voicemail and screening templates">
    Left side of the screen. These play automatically when needed.
  </Step>
</Steps>

***

## ▶️ Dialing

Choose your list, confirm the dial-at-a-time number, press **Start**.

The dialer calls several leads at once and connects you to whoever answers first. Between batches there is a short pause while it lines up the next set. That is normal.

<CardGroup cols={2}>
  <Card title="Stay on the tab" icon="eye">
    Switching tabs briefly is fine. Leaving for a long time can drop your connection.
  </Card>

  <Card title="End of shift" icon="power-off">
    Press **Stop**, then set yourself Offline. Otherwise the system thinks you are still available.
  </Card>
</CardGroup>

***

## 📅 Booking an appointment

You book from the same screen you are talking on. No switching tabs.

<Steps>
  <Step title="Choose the calendar">
    Pick from the dropdown on the call screen.
  </Step>

  <Step title="Choose the time">
    **Every slot shows the date as well as the time.** Read it. "3:00pm" alone is how people book Thursday when they meant Tuesday.
  </Step>

  <Step title="Press Save and wait">
    Do not move to the next lead yet. The screen will tell you what happened.
  </Step>
</Steps>

<Note>
  **If you press "Didn't Answer / VM" and see "Waiting for this call's details before saving that outcome. Try again in a moment."** — wait a second and press it again. Nothing is wrong with the lead. The system is making sure it saves the outcome against the right call.
</Note>

### What the booking status means

| What you see                  | What it means                                   | What you do                          |
| ----------------------------- | ----------------------------------------------- | ------------------------------------ |
| **Booking with GoHighLevel…** | Sent, waiting for an answer                     | Wait a few seconds                   |
| **Confirmed by GoHighLevel**  | It is on the calendar                           | Move on. You are done                |
| **Needs review**              | The answer was unclear. It may or may not exist | **Do not rebook.** Tell your manager |
| **Back on the list**          | It was refused. Nothing was booked              | Rebook, or pick another time         |

<Warning>
  **Only "Confirmed" means the appointment exists.** If you see anything else and book again "just in case", you risk double-booking the customer and it looks bad on the call.
</Warning>

Once a lead is booked they come off your dial list. Even if you call them back from the keypad to confirm, they stay off it.

***

## 🔔 What the banners mean

<AccordionGroup>
  <Accordion title="Orange — a lead went to Callbacks" icon="bell">
    Someone answered but did not reach you. The banner tells you **which** of these happened:

    | What the banner says                           | What happened                      |
    | ---------------------------------------------- | ---------------------------------- |
    | They picked up — you were already on a call    | You were genuinely on another call |
    | They answered at the same time as another lead | Two leads picked up together       |
    | They answered but no one was on the line       | They picked up into an empty call  |
    | They answered but the call did not reach you   | The cause is not known             |

    **All four mean the same thing for you.** That is a real person who picked up the phone, and they are waiting in your **Callbacks** tab. Finish your current call, then call them back. They answered once; they will often answer again.
  </Accordion>

  <Accordion title="Red — 'The call was not placed'" icon="triangle-exclamation">
    A call ended before it connected.

    If it says **"Restarting the list…"**, do nothing. It continues on its own.

    If it says **"Press Start to continue"**, press Start. You carry on where you left off — nothing is lost and you do not start the list over.

    Seeing this repeatedly is worth reporting.
  </Accordion>
</AccordionGroup>

***

## 📲 When someone calls you back

<Warning>
  **A call may ring and then stop before you can answer it. That is correct, not a fault.**

  If you are already on a call, or another call is already ringing for you, a second incoming call is not put through — it is passed on to whoever or whatever can actually pick up, such as an AI agent or voicemail. The caller is not dropped.

  You would otherwise be interrupted mid-conversation, or find yourself suddenly talking to a different person.
</Warning>

**What to do:** finish the call you are on, then check **Callbacks** and your voicemail. The person who rang will be in one of them.

<Note>
  The name on your screen belongs to the person actually on the line. If a call comes from a number the system does not recognise, you will see the number rather than a name — that is honest, not broken.
</Note>

***

## 📊 Your numbers

Along the top: calls made, connect rate, appointments, and the team total.

In the list panel: **Remaining**, **Dialed**, **Connect %**, **Your Talk**, **Team Talk**.

<Note>
  **Your Talk** is yours alone. **Team Talk** is everyone on that list. If a number looks wrong, check which of the two you are reading.
</Note>

<Warning>
  Dashboard statistics are still being refined and some counts read higher than they should. Use them to spot trends, not as a final record of performance. The call history is the reliable source for what actually happened on a given call.
</Warning>

Remaining does not always drop by one per call. A lead you did not reach can come back around for another attempt later.

***

## 🔍 Finding an old call

The **History** tab takes a name or a phone number, typed any way you like — dashes, spaces, `+1`, it all works.

If nothing matches, it automatically looks back 90 days and tells you it did.

***

## 🎙️ Recordings and transcripts

Open **History** to find a call, then:

* **Play** listens to it in the browser.
* **Download** saves the file so you can send it on. It is named for the call, like `call-20260914-1815-Alida-Reyes-5312.wav`.
* **"-" instead of a Play button** means that call was never recorded. A call that did not connect has nothing to play.

The live transcript panel shows the conversation as it happens. When it cannot tell who is speaking it says "Speaker" rather than guessing. It is a helper, not a court record — do not rely on it for exact wording.

***

## When something is wrong

<CardGroup cols={2}>
  <Card title="Try this first" icon="rotate">
    Hard refresh. `Cmd/Ctrl + Shift + R`. It fixes a surprising amount.
  </Card>

  <Card title="Then tell someone" icon="comment">
    Say **what you saw**, **which lead**, and **roughly what time**. That is usually enough to find it.
  </Card>
</CardGroup>

A screenshot is worth more than a description. If you can grab one, do.