Coaching guide
How sales reps get live guidance during a call with Agent Assist
Sales reps get live guidance from a tool that follows the call and shows help on screen. In EmberDial that tool is Agent Assist. During a live call it shows a suggested next line, your playbook's answer when a lead objects and an up-next checklist of script steps, next to the live transcript every license includes. After the call, managers get a graded review of every call.
It is for outbound teams that call from a script, such as insurance agencies, appointment setters, real estate teams and home services sales. Agent Assist is an optional add-on at $49 per enabled license a month with 3,000 assisted minutes, so you turn it on only for the licenses that need it.
At a glance
| What you get | When | Comes with |
|---|---|---|
| Live transcript | During the call | Every license |
| A suggested next line | During the call | Agent Assist |
| Your playbook's answer to an objection | During the call | Agent Assist |
| An up-next checklist of script steps | During the call | Agent Assist |
| Talk-ratio and mood cues | During the call | Agent Assist |
| Recording and call summary | After the call | Every license |
| A graded review of every call, with a score | After the call | Agent Assist |
| Playbook scores, team reviews and one-on-one prep | For managers | Agent Assist |
| Voice roleplay to rehearse openings and objections | Before live calls | Practice Mode |
How Agent Assist works during a call
Agent Assist follows the live call and keeps the next step in view. It guides the rep on screen. The rep chooses what to say and stays in the conversation.
The next line to say
As the call moves, Agent Assist suggests a move, a tone and a line for the next response. When a lead mentions coverage through work, for example, a follow-up question comes into view. The suggestion keeps up with the call, so the rep is not reading ahead in a script.
Objection answers from your playbook
When a lead pushes back, the rep sees your team's own best answer from the playbook. It is the answer your managers wrote, not a generic one, so every rep handles a common objection the same way.
An up-next checklist
The checklist shows the script steps still to cover and ticks them off as the rep says them. A step is ticked only when the right person on the call clearly says its key phrase. Managers can mark steps as mandatory.
Talk-ratio and mood cues
Cues on screen show the talk ratio between the rep and the lead, and the lead's mood. They help a rep slow down, ask a question or let the lead talk.
The live transcript
Every EmberDial license includes live call transcripts, recordings and call summaries. Agent Assist adds guidance on top of the transcript the rep already sees.
What managers get
A manager can't listen to every call. With Agent Assist, every call gets a graded review: what went well, what to fix and a score, without listening back. Managers also get a playbook score, daily and weekly team summaries and one-on-one prep for each rep.
Managers set how much live guidance each team sees during calls: full guidance, tips only or off, or each person's own choice. An agency-wide setting can turn live tips off while static playbook guidance stays on screen.
Rehearse with Practice Mode
Live guidance helps on the call. Practice Mode helps before it. Reps rehearse openings and objections by voice with a roleplay partner that plays the lead, then get a recap that scores the call and lists the objections they handled or missed. From a call review, Practice Mode can open set up with the objection from that moment of the call.
Practice Mode is a separate optional add-on at $19 per license a month with 120 practice minutes. Practice time does not count as connected minutes.
In EmberDial
What Agent Assist costs
EmberDial costs $99 per concurrent calling license a month plus $0.02 per connected minute. Agent Assist adds $49 per enabled license a month with 3,000 assisted minutes. Extra minutes come in prepaid packs of 1,000 at $15. The table assumes Agent Assist runs on every connected minute of the license.
| Connected minutes | License and minutes | Agent Assist adds | Total with Agent Assist |
|---|---|---|---|
| 1,000 | $119 | $49 | $168 |
| 3,000 | $159 | $49 | $208 |
| 5,000 | $199 | $79 | $278 |
| 8,000 | $259 | $124 | $383 |
Assisted minutes pool across the enabled licenses in your agency. Say a team has 5 licenses, enables Agent Assist on 2 and each license connects 4,000 minutes a month. The pool is 6,000 assisted minutes, so the team needs 2 extra packs. Agent Assist adds $128 a month, and the full bill is $1,023.
How to roll it out
- Pick the licenses. Agent Assist is enabled per concurrent calling license. Start with the licenses your newest reps or a new campaign use. Your written order lists them before activation.
- Load your playbook. Add your script steps, mark the mandatory ones and write your answers to the objections your reps hear most.
- Set the guidance level per team. Choose full guidance, tips only or off for each team, or leave it to each person.
- Review the graded calls. Use the scores and team reviews in one-on-ones, and send reps to Practice Mode for the objections they missed.
- Watch the allowance. If the pool runs short, buy a prepaid pack or enable more licenses.
Choosing a dialer with live guidance
Live guidance is one part of the choice. How a dialer paces calls also matters; see power vs predictive dialing for which mode fits your leads. To weigh EmberDial against other dialers, the comparison pages list each one's published prices and features, with sources and checked dates. Full rates are on the pricing page.
FAQ
What is Agent Assist in EmberDial?
Agent Assist is EmberDial's optional live guidance add-on. During a live call it shows the rep a suggested next line, your playbook's answer when a lead objects and an up-next checklist of script steps. After the call, managers get a graded review of every call. It costs $49 per enabled license a month with 3,000 assisted minutes.
Does a rep have to say the suggested line?
No. Agent Assist guides the rep on screen, and the rep decides what to say. Managers can also set how much guidance each team sees: full guidance, tips only or off.
Can we turn on Agent Assist for only some licenses?
Yes. It is priced per enabled concurrent license, so you can enable it on some licenses and not others. Assisted minutes pool only across the enabled licenses in your agency. Your written order lists the enabled licenses before activation.
What happens when the assisted minutes run out?
Live guidance pauses. Calling, transcripts, recordings, summaries and coach reviews continue. Guidance resumes with a prepaid 1,000-minute pack at $15 or at the next monthly reset. There are no automatic top-ups, and unused minutes do not roll over. Full rules are on the pricing page.
Does Agent Assist use our own script and objection answers?
Yes. Guidance comes from the playbook your team sets up: the script steps, which steps are mandatory and your answers to common objections. When a lead pushes back, the rep sees your own answer.
Is Practice Mode part of Agent Assist?
No. Practice Mode is a separate optional add-on at $19 per license a month with 120 practice minutes. Reps rehearse by voice with a roleplay partner before they call real leads. Practice time does not count as connected minutes.
Is Agent Assist only for insurance agencies?
No. EmberDial is an outbound sales dialer for US teams and agencies. Agent Assist works from your own playbook, so it fits any team that calls from a script, such as insurance, appointment setting, real estate and home services.
See Agent Assist on your own script
Bring your script and the objections your reps hear most. We'll show the guidance a rep sees on a live call and the review a manager gets after it. Agent Assist is $49 per enabled license a month, and you choose which licenses use it.
Reviewed October 2026 against EmberDial's published pricing and product. Examples exclude extra numbers, applicable taxes and separately confirmed surcharges.