Admin center
Conversation types
Not every conversation should be measured the same way. A discovery call and a renewal call have different jobs. Conversation types let ArcGlass recognize the kind of each conversation and hold it to the right standard — the playbook for that type.
Types and playbooks
- Every conversation is classified into a type — discovery, demo, technical evaluation, negotiation, renewal, QBR, and whatever else your team runs. You define the set that matches how you sell and support.
- Each type has one playbook — the ordered set of things a good conversation of that type should cover (for discovery, say: the pain, the impact, the decision process, budget, timeline, next step).
- Every conversation is scored against its type's playbook — so after a call you see at a glance what was covered, what was only partly covered, and what was missed.
🎯
Grounded, not guessed.
Coverage is evidence-based: a step counts as covered only when there's a supporting moment in the
actual transcript. A step the conversation never touched reads as missed — never a false
check.
Where coverage shows up
Conversation types aren't a back-office setting you forget — the scoring surfaces where the work happens:
- On the meeting — a playbook panel on each analyzed conversation shows its coverage for its type.
- In Lens and account scorecards — coverage rolls up so leadership can see where the team is strong and where a stage is consistently skipped.
- In follow-ups — a required step that wasn't covered can propose a follow-up, so a gap becomes a next action rather than a missed number.
The Conversation types tab
In the Admin center, the Conversation types tab is where you audit and author playbooks in one place:
- See every type your conversations carry, plus every type your pipelines declare — and whether each one has a playbook yet.
- Edit a playbook — open it in the Lens editor, the single place playbooks are authored, so there's never a second tool to learn.
- Start from a starter — a type with no playbook opens the editor with a fitting starter template already filled in, ready to tailor.
- Tie off loose ends — bring back a playbook prompt someone dismissed on a meeting, or add a type so your pipelines start scoring against it.
✏️
Anyone with access to the content can read a
conversation's coverage; authoring playbooks and managing conversation types is an
administrator capability — see Access control &
roles.
Why it matters
Because every conversation is held to the playbook for its type, coaching stops being anecdotal. You can see — across a rep, a team, or a quarter — which parts of the motion are consistently executed and which are skipped, and act on it while the deal is still live.