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Forepost’s Team view auto-flags an agent when their CSAT trajectory is sustained-falling. Coaching is the panel that opens from that flag — so the leader can go from “Sarah is flagged” to “here’s what I want her to know” without leaving the app.

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Opening the drawer

From the Team view, click Coach on any agent (flagged or not). A side drawer slides in with three sections:

Recent samples

Up to 20 worst-CSAT conversation summaries with deep-links to the helpdesk.

Note composer

Free text. Optional follow-up date. Optional “share with agent” toggle.

Notes history

Previous notes for this agent, recent first.
Notes are leader-private by default. Toggling Share with agent marks the note for agent visibility on a future agent-facing surface.

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How samples get captured

Two sources today:
1

Auto-capture on auto-flag

When an agent gets auto-flagged for sustained-falling CSAT, Forepost stores the worst conversation summaries from the prior review window as samples. Only the model-written summary (one to three sentences) is stored — never the conversation body.
2

Manual pin

POST /coaching/samples (coming soon) for pinning a specific conversation by id when you spot something worth coaching on.
Samples carry the source helpdesk, the conversation’s external id, the precomputed deep-link URL (using your deep-link templates), the CSAT score, and the closed timestamp.

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Notes

A note is one record:
The follow-up date can later be wired into a Google Calendar event from your linked calendar; for now it’s a reminder timestamp surfaced on the drawer.

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API

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Member scope

Workspace members can read coaching only for their own linked agent record. Owners and admins see and write everything.

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What coaching isn’t

  • Not a QA queue. No round-robin assignment, no calibration workflows. Coaching is point-of-need note-taking.
  • Not training content. No saved playbooks or canned feedback. The whole surface is one note at a time.
  • Not visible to the agent by default. Even with the future agent-facing view, only notes you explicitly mark Share are surfaced.

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Privacy

Sample summaries are model-written from the helpdesk content at capture time — the conversation body never lands in Forepost’s database. The summary, the external id, and the URL are stored in your workspace’s D1 scope.