How to Start Receiving AI Suggestions
Scratchpad offers two ways to receive AI suggestions for your calls, allowing you to choose the recording setup that works best for you.
AI Suggestions Using Scratchpad's Call Recorder
Scratchpad's Call Recorder captures your calls through Zoom or the Scratchpad Notetaker. If Zoom is enabled, calls are recorded directly without the Notetaker joining. If not, the Notetaker will join to record.
AI suggestions are automatically generated for calls once call recording is enabled and prompts are configured. Learn more about enabling Scratchpad's Call Recorder here.
AI Suggestions Using Zoom's Native Recorder
With Zoom’s Native Recorder (while leveraging other call recording tools like Gong, Chorus, etc.), Scratchpad will capture external calls and recommend AI suggestions based on the recordings.
✨ Enable AI notifications to get insights and suggestions through Email or Slack DM after each call!
Please note, Cloud Recording must be enabled to use Zoom's Native Recorder. Learn more here.
Set Up AI Prompts
Navigate to the Gear Icon in the bottom-left corner of your Scratchpad homepage
Select AI CRM Updates under Workspace
Edit your Company description to guide the AI in delivering tailored Salesforce updates
Select the object you'd like to configure AI Prompts for, Opportunity fields or Account fields
Click + Add to create a new prompt
AI will automatically generate prompt details based on existing field data, which you can review and customize before saving:
Field: Select the field you'd like to create the prompt for
Description: Provide details about the field to help the AI know what updates to look for
Update Behavior: Select whether to update this field manually or automatically
Output format: Describe how you want to see the update formatted, you'll only see this option when configuring a text field
Test Prompt: Select a recorded call from the dropdown and click Run test to generate
Click Save
Example Prompts
Example Prompts
Next Step
What are the action items following this meeting? Include names of who is responsible for action items. Include any dates that were mentioned.
Decision Process
What is the process for the customer to approve our product as a vendor? What is the security process and who is involved? What is the legal process and who is involved?
Identify Pain
Identify and articulate the pain points that the business is currently experiencing in their operations and how our solution can alleviate them. Share them in a numbered list.
Champion
Identify potential champions within the client's organization who are likely to advocate for and support the adoption of our solution
Using AI Suggestions
AI Suggestions simplify keeping your CRM fields clean and accurate. With actionable and detailed updates taken directly from calls, your team can spend more time selling and less time updating.
AI Suggestions within Calls
When reviewing a call, click Field Updates under AI Suggestions to see all relevant suggestions.
Fields set to update automatically will display their auto-accepted suggestions at the bottom of the suggestions list.
AI Suggestions within Views or Tiles
The ✨ icon by a field within a View or Tile indicates that an AI Suggestion is available, click to view the suggestion and the source.
Taking Action
Replace with: Overwrite the existing data after clicking Accept
Prepend: Add the suggestion above the current text after clicking Accept
Dismiss: Remove the suggestion
Revert: For fields that are set to update automatically, you can revert the change. Please note, this is only available if the field was not updated since the auto-accept occured.
AI Notifications
Get AI-driven insights through Email or Slack DM. After each call, users receive a notification summarizing the conversation, highlighting key action items, and providing a quick link to view AI suggestions for follow-up.
Notifications also indicate how many suggestions were auto-accepted versus those awaiting review and approval.
Navigate to Settings in Scratchpad, then Notifications
Next to AI, check Email and/or Slack (integrate Slack if prompted)
What do notifications look like?
What do notifications look like?
FAQ
Why are my AI Suggestions not populating?
AI Suggestions will only populate if your call is linked to an Account and/or Opportunity and you have created the AI Prompts for the object, this is how we pull the fields to update.
The Account and/or Opportunity will automatically link using this logic:
Google Integration is enabled in Scratchpad
There is an external participant on the Google Calendar event that is a contact in SFDC
That participant is related to an account with an active opportunity or related to an opportunity contact role
If no related Opportunity is found, we will link to the account, based on external emails present in the calendar event
To manually link to an Account and/or Opportunity:
Navigate to Calls within your Scratchpad Navigation Bar
Select a call of your choice
Within Overview, you can link the Account under Call Details and link the Opportunity under Deal Info
Curious to learn more? Book time with a Product Specialist today!