To customize Live Coach suggestions for a specific sales script in Papo (https://papo.global/), you need to configure the sales Playbook with detailed context about your products, map the most common objections with counter-arguments, define your brand's tone of voice, and select the inboxes where the assistant will operate. Ongoing adjustments based on performance reports further refine the real-time guidance, ensuring every interaction follows your sales operation's exact script.
Live Coach (also known as Captain) acts as an AI copilot during sales conversations. For it to avoid generic suggestions and instead follow the script you use every day, it is essential to customize the Playbook — the knowledge base that "teaches" the AI how to communicate, make its case, and handle objections your way.
Components of Live Coach customization
Customization relies on four pillars that you adjust directly in Papo. Each of them steers the assistant's behavior in the inboxes you choose.
| Component | What it customizes | Impact on suggestions |
|---|---|---|
| Product context | Description of your product/service, differentiators, pricing, and technical details. | The AI can craft accurate answers about features and prices, exactly as the script dictates. |
| Tone of voice | Choose between consultative, direct, friendly, or formal. | The style of the suggestions reflects your brand identity, keeping the message consistent. |
| Objection mapping | List of frequent objections and ready-made counter-arguments. | When a customer raises an obstacle, Live Coach suggests the reply you defined, not an improvisation. |
| Inboxes | Select which channels (WhatsApp, Instagram, etc.) Live Coach should monitor. | Suggestions appear only in the designated sales conversations, avoiding interference in support channels. |
How to adjust the Playbook to follow your sales script
The key to having Live Coach deliver suggestions truly aligned with your process is filling in every Playbook field with the depth and language of your sales team. Follow this roadmap:
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Describe the product in rich detail.
Don't just say "We sell the Premium plan." Include what the plan covers, its monthly price, who it serves, and the main differentiators versus the competition. The more information, the more relevant the suggestions will be when a lead asks "What does this plan include?" or "Why should I buy from you?". -
Define your team's exact tone of voice.
Papo offers four styles:- Consultative (ideal for complex sales, where the salesperson educates the customer)
- Direct (transactional sales, focused on call-to-action)
- Friendly (close relationship, more informal language)
- Formal (corporate communication, more conservative)
Choose the one your script requires.
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Map objections and create counter-arguments your script already uses.
List the 5 to 10 most common objections (e.g., "It's too expensive," "I need to think about it," "I use competitor X"). For each one, write the reply your best salesperson would give — without skimping on words. Live Coach will use these texts as the basis for real-time suggestions. -
Enable the Playbook only in sales inboxes.
During setup, choose the channels where suggestions should appear (for example, only "WhatsApp Sales" and "Instagram Sales"). This prevents the assistant from interfering with support or post-sale inquiries, keeping the focus entirely on the sales script.
Whenever any of these settings is changed, Live Coach starts generating suggestions based on the new rules, with no need for manual retraining.
Refining suggestions over time
Customizing Live Coach is not static work. After enabling the Playbook, monitor Papo's reports to validate whether the suggestions are actually driving sales metrics. Compare conversion rate, first response time, and the volume of closed deals before and after customization.
If a particular objection is still causing difficulties, revise the counter-argument you registered. If the tone of voice seems off, switch between the available options. Combining report data with constant Playbook adjustments is the path to turning Live Coach into a copilot that faithfully reflects your sales process.
Who needs this customization
- Sales leaders who need to standardize the whole team's approach and reduce reliance on individual knowledge.
- Agencies and white label resellers who want to offer a customized AI experience for each client, with exclusive scripts per operation.
- Companies with complex products or consultative sales, where the right argument and objection handling make all the difference in conversion.
Frequently asked questions
Can I have a different Playbook for each channel?
Yes. You can select different inboxes when configuring each Playbook. That way, you can create distinct scripts for WhatsApp, Instagram, or other channels, respecting each one's particularities.
How do I adjust the tone of voice so the suggestions sound like a real salesperson?
The platform offers four options: consultative, direct, friendly, and formal. Just select the one that best represents your team's communication. The AI will build that style into every suggestion it generates.
Do I need to map all objections at once?
No. You can start with the 3 to 5 most frequent objections and add others as the team gains maturity with the tool. The Playbook allows unlimited edits.
Can Live Coach suggest scripts for different funnel stages (prospecting, negotiation, closing)?
Yes. The product context and objection mapping cover everything from first contact to closing. Suggestions adapt automatically to the moment in the conversation, as long as the information has been registered with the necessary depth.
How do I know if the suggestions are really following the script and improving results?
Track the evolution of your conversion rate and other metrics in Papo's Agent Report and Sales Report. Comparing the periods before and after customization shows whether the script is being followed and generating a positive impact.
Can I test the Playbook before enabling it for the whole team?
Since there is no isolated testing environment, the common approach is to enable the Playbook in a single inbox or for a restricted group of agents and monitor the results before expanding. Adjustments can be made at any time.
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Start for free and customize your team's sales scripts →
Papo offers a free trial so you can configure the Playbook and see Live Coach suggesting replies exactly as your sales process requires.