Answer your reps' questions before you hit record.
Who hears the recording? What happens when Cash gets something wrong? What if a customer objects? Give your team clear answers before asking them to change how they work.
Updated September 2026 · 7 sections
LIVE RECORDING
Write down the decisions before the introduction
A rep should be able to ask what the manager will listen to and get a concrete answer. A manager should know what to do when a recording is incomplete, an assessment seems wrong or a customer raises a concern.
Put a name next to each decision and get the answer from the person responsible. Confirm that your actual setup supports what you tell the team. A checklist item is a question to resolve, not a promise that the software supplies a particular control.
Recording and access checklist
On a small screen, scroll the table sideways to compare every column.
| Decision | Answer to confirm before rollout |
|---|---|
| Purpose | Which coaching task will recorded review support, and which uses are outside the agreed purpose? |
| Appointment scope | Which roles and conversation types are included? What should the team do when unrelated conversation enters a visit? |
| Recording method | What device or app is supported, who starts and stops recording, and what does the rep check before the appointment? |
| Audio transfer | How does the recording reach the review system, who verifies it, and what happens when transfer fails? |
| Review access | Who can hear audio and read transcripts? Who approves or changes that access? |
| Handling and retention | Where are the applicable policies, who owns retention decisions, and what is the process for a concern or request? |
| Notice and consent | What requirements apply to the team and the appointment, who has reviewed them, and what instructions must reps follow? |
| Support | Who handles a device problem, incorrect analysis or missing conversation, and how does a rep reach that person? |
Get appropriate guidance on recording responsibilities
Review the applicable recording and data-handling requirements with the responsible people before collecting conversations. This checklist is operational planning, not legal advice. It does not determine whether a particular recording is permitted.
Cash's existing Terms and Privacy Policy describe responsibilities that should be reviewed alongside the actual proposed workflow. Do not assume that a device, a checkbox or an AI tool resolves every requirement.
Introduce the coaching routine to the rep
Explain the actual review
Describe the appointment types in scope, what the manager will inspect, and how the review supports an agreed company expectation. Show the workflow with appropriate test material before using a customer recording.
Explain how context enters the discussion
Make room for the rep to say what the recording misses or why an assessment does not fit. Define who hears a concern and how it is handled. Do not promise a control or appeal process the company has not established.
Agree the coaching output
Choose a practice action and the manager's support. Explain how a later review will follow up on the behavior. Avoid using an isolated score as the whole discussion.
Check the practical workflow
Use approved test material to check recording, transfer, review access and the support route. Document failures and unresolved questions before expanding the routine.
Discuss a concern before it becomes a surprise
Consider a practice scenario in which a comfort advisor believes a comment was unrelated to the sales consultation. A manager sees it in a review and is unsure how to interpret it.
The rollout plan should identify who may inspect the context, how the advisor can explain the situation and which policy governs its handling. If the company cannot answer those questions, it has a decision to resolve before asking the team to rely on the process.
The example does not imply that Cash automatically recognizes private conversation, removes it, or guarantees a particular handling outcome.
Review adoption by looking at the work
Decide what a useful early review would show. Examples include whether approved recordings reach the reviewer, whether a debrief takes place, and whether the rep understands the agreed practice action. Use your own observed experience to revise the routine.
A recording count alone does not show that useful coaching happened. Track practical problems and rep questions alongside usage, with appropriate handling of any employee information.
- Which part of the workflow failed or caused confusion?
- Could the manager find enough context for the discussion?
- Did the rep have a useful chance to respond?
- Was the follow-up action completed or revised?
Confirm the Cash setup you will use
Cash supports recorded-conversation analysis, company playbooks and transcript/audio review. Confirm the current recording route, device requirements, access and support before introducing it to the team.
Use this checklist to document the team's decisions. A completed checklist should name the responsible person and the confirmed answer for each item; reading a software explanation alone does not settle those decisions.
Before you decide.
01What should we tell reps before recording begins?
02Does this checklist establish legal compliance?
03What if an AI assessment seems wrong?
Sources and further reading
Updated September 10, 2026.
See how the review becomes coaching.
Explore the recording-to-coaching workflow before choosing your next step.