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Create Coach Policies and Cue Cards

Summary​

Use coach policies to decide when live guidance appears and what the cue card says. Policies live inside a coach and shape the prompts your team sees during a conversation.

Prerequisites​

  • You have access to the Coach workspace.
  • The coach you want to use already exists.

Start a new policy​

Open the coach and choose New policy or Create New Policy.

The policy form can include:

  • Policy Name
  • Policy Type
  • Keyword
  • Contextual
  • Target
  • You
  • Them
  • Both

Use a clear name so the policy is easy to scan later in Policy management.

Define the trigger​

Use the trigger fields to explain when the cue card should appear. Depending on the policy type, you may see:

  • Trigger Conditions
  • Trigger Keywords
  • Trigger Pattern
  • Trigger

Keep the first version narrow so you can tell whether the policy is useful before broadening it.

Write the guidance​

Use the guidance fields to control what the cue card says:

  • Generation Instructions
  • Cue Card Content
  • Guidance

Write guidance that is short enough to act on during a live conversation.

Control whether the policy is active​

Use Enable this policy when the rule is ready to appear during live calls.

If you are still testing wording or triggers, leave it disabled until you finish the first refinement pass.

Refine after real calls​

Return to Edit Policy after live usage and check whether:

  • the trigger fired at the right moment
  • the guidance was specific enough to help
  • the cue card appeared too often or not often enough

Adjust the trigger and guidance together so the policy stays focused.

Expected outcome​

You should have enabled policies that trigger cue cards at the right time and provide useful live guidance.

Troubleshooting​

  • If guidance is not appearing, confirm the policy is enabled.
  • If the cue card feels noisy, tighten the trigger instead of only rewriting the guidance.
  • If multiple policies overlap, simplify them so each one has a clearer job.