Mossbrook Data Partners / BG-Demo – Training
Callcompleted
Mossbrook Data Partners · 13 Oct 2025 16:45
Hamza trained Lauren and Ciaran on search, chat and pages. Use is still two people, refresh has been on time, and Lauren wants to demo B-Viz to clients, which supports the partnership.
What was said
What this says
As at Fri 9 Oct 2026Hamza trained Lauren and Ciaran on search, chat and pages. Use is still two people, refresh has been on time, and Lauren wants to demo B-Viz to clients, which supports the partnership.
What happened: Hamza ran a 90 minute training on search, chat, pages and the admin screen. Lauren built health pages for clients and Ciaran covered the connector list.
Customer view: Ciaran said refresh has completed every night since go-live, well before seven, and use is thin. Lauren wants the whole delivery team asking it things and wants to demo it to clients.
Commercial: Lauren learned dashboards sit in Growth, and a fifth connector would be an add-on. Ciaran said the four Starter connectors are all in use and fifteen users is plenty.
Watch: Only two people use it. Both recent tickets, one how-to and one sync, were answered.
Themes
As at Fri 9 Oct 2026Theme
Starter training and adoption
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to send a written guide on search, chat and pages today or tomorrow.
- Hamza to pair with Lauren on the first client demo once she picks a date.
- Hamza to check in again in a couple of weeks on how many colleagues have started using it.
Risks
As at Fri 9 Oct 2026- Only two people use B-Viz, so value depends on a very small group.
- Lauren assumed dashboards on Starter, so expectations need managing before client demos.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder on Growth could suit Lauren's wish for charts in client reviews.
- An additional connectors add-on could be needed if a fifth client source is wanted.
Transcript
Hamza AkhtarHello, can you both hear me all right? I've got the recorder going, so it should say so somewhere.
Lauren BickerstaffLoud and clear, Hamza. Hi. Sorry, I'm just finding my headphones, one second.
Ciaran DohertyAfternoon. Audio's fine.- Hamza AkhtarBrilliant. Afternoon, both. Almost evening, really. Thanks for holding this late on a Monday, I know it's been a long one.
- Lauren BickerstaffIt's fine, it's the only gap we had that wasn't in front of a client. Right, headphones sorted. Shall I kick off with the plan, then we can see where the training fits?
- Hamza AkhtarPlease do. That's how I'd have wanted to start anyway.
- Lauren BickerstaffSo the implementation plan for our own set-up is basically done. Connectors are in, Ciaran built the Snowflake side, and what's left on the list is mostly people. Getting the rest of the team to actually ask it things, and getting the two of us confident enough to show it to clients. Has the client seen it yet? Well, not yet. We want to be able to demo it properly before we say anything.
- Hamza AkhtarThat makes sense. So the plan for today is roughly this. I'll start with search, chat and pages, the three things everyone on the Starter tier gets. Then we do some hands-on, where you ask it real questions and we see what comes back. Then Ciaran, I'd like to cover the admin side, users, connectors, how you check the nightly refresh. Does that work?
- Ciaran DohertyBefore that, I looked at the logs this morning. Refresh has completed every night since go-live, well before seven. Usage is thin though. Mostly Lauren, me occasionally. Which is what I'd expect at this stage, but worth saying.
- Hamza AkhtarThanks, that's useful, and honestly it matches what I can see on our side. Early weeks are always a couple of people poking around. It's the reason I wanted to do this session. Okay, let me share my screen. Can you see the home page?
- Lauren BickerstaffYes, I see it. Chat box in the middle, search up top.
- Hamza AkhtarThat's it. So the thing to hold on to is that search and chat look similar but they do different jobs. Search finds you the record or the document. Chat answers a question across several sources and tells you where the answer came from. If you want to know what was said on a particular call, search. If you want to know how a client's situation has changed over the last few months, chat.
- Lauren BickerstaffRight, that's a helpful split. I'd been using chat for everything.
- Hamza AkhtarMost people do. It works, it's just slower and sometimes vaguer. Let me show you. I'll type, what did we agree with the customer about the next steps, and watch what happens.
- Ciaran DohertyWhich customer? It'll guess.
- Hamza AkhtarExactly, that's the point. See, it's asked me which one. Good. If you name the organisation and roughly when, the answer gets much tighter. So, for the account we've loaded as a test, what was agreed on the last call. There. It gives you a short answer, and underneath, the sources it used.
- Lauren BickerstaffAnd those sources are clickable, yes?
- Hamza AkhtarYes. Always check them, especially to start with. I'd rather you got in the habit of opening the source than trusting the summary blind. It's your name on whatever you tell a client.
- Lauren BickerstaffMm. Yeah, that's the thing I'd want to be careful about. I never tell a client something is live before it is, so I'm not going to tell them something is true because a chat box said so.
- Hamza AkhtarCompletely agree. Okay, do you want to drive for a bit? I'll stop sharing and you share. Ask it something you'd genuinely ask on a normal Monday.
- Lauren BickerstaffOkay, sharing now. Can you see mine? Right. Let me think. One of our clients had a warehouse sizing conversation a few weeks ago. I'll ask, which clients have raised concerns about warehouse cost recently.
- Ciaran DohertyWhich warehouse is that running on, by the way? The query itself, I mean.
- Hamza AkhtarIt runs inside your Snowflake account, on the warehouse you gave it during set-up. Ciaran, you'll know the name better than me. It's the small one you created for it, isn't it?
- Ciaran DohertyYes. Dedicated, auto-suspend short. I wanted its cost separate from everything else. Fine, carry on.
- Lauren BickerstaffIt's come back. Right, it's given me a few names and a couple of lines on each. And it's pulled from call notes and from a mailbox thread. That's actually quite good. Okay, but one of these is not what I meant. That's a cost query about a different thing entirely.
- Hamza AkhtarYes, and that's a nice example. If you click into that source you'll see why it matched. The word cost shows up, the word warehouse shows up, but the context is a different system. So you refine. Try adding the word Snowflake and ask it to ignore anything about licences.
- Lauren BickerstaffOkay, typing that. Give me a moment, I want to word it sensibly.
- Lauren BickerstaffBetter. It's down to two now, and they're the right two. Good. So the lesson is, be specific, and say what you don't want.
- Hamza AkhtarThat's most of the skill, honestly. Specific subject, rough time frame, and the thing you're not asking about. Now pages. Have either of you saved anything as a page yet?
- Ciaran DohertyNo.
- Lauren BickerstaffI made one, but I wasn't sure what I'd done. It's called something like test one.
- Hamza AkhtarThat's fine, we'll tidy it. A page is basically an answer you want to keep and re-run. So instead of asking the same question every Monday, you save it as a page, and each time you open it the answer is refreshed from the latest data. For you that's quite handy for client reviews. One page per client, same questions each time.
- Lauren BickerstaffOh, that's exactly what I'd want. A standard health page for each client. Can I template that?
- Hamza AkhtarYou can duplicate a page and change the organisation, so effectively yes. What you can't do on your tier is build dashboards. That's the dashboards builder, which sits in Growth. Pages are the closest thing on Starter, and for text answers they do a decent job.
- Lauren BickerstaffOkay. I'll note that, because I'd have assumed charts. I don't want to promise a client something this tier doesn't do.
- Ciaran DohertyDo pages respect permissions? If I save a page that touches a restricted source, who can open it?
- Hamza AkhtarGood question, and the answer is that it follows the viewer's access, not the author's. So someone without access to that source would see the page but with the restricted bits missing, rather than seeing what you saw. I'd still test it with a second user before relying on it, because I'd rather you saw it than took my word.
- Ciaran DohertyI'll test it. I checked the role grants on the account last week and they look right, but I'll try with a throwaway user.
- Hamza AkhtarPerfect. Let's park that and go through the hands-on bit properly, because I think the best way to learn is to build a page together. Lauren, you keep sharing. Pick a client you know well.
- Lauren BickerstaffOkay. I'll pick one where I've been in most of the calls. Right, new page. What do I call it? Health review, client one?
- Hamza AkhtarUse something you'd recognise in six months. The client's name and review is plenty. Then add your first question. Start with something simple, like, summarise the last three conversations.
- Lauren BickerstaffTyping. Right. And a second one, what actions are still open. And a third, has anything changed in how they use the warehouse.
- Lauren BickerstaffIt's run all three. The first is good. The second has given me an action I'm fairly sure we closed. Let me look at the source.
- Hamza AkhtarWhile you look, that's a good example of why the source matters. If the closing note was in an email rather than a call, it can miss it, depending on which connectors you've switched on.
- Lauren BickerstaffYes, here it is. The action was closed in an email reply. So it did see the email, but the call note was newer in the index. Hmm. Does that mean the order matters?
- Hamza AkhtarSlightly, yes. It reads both and sometimes weighs the more detailed one. If you ask it, what actions were closed by email, it'll find it. Or phrase the question as, what is still open after the latest email. It's a bit fiddly, I'll be honest, and I'd rather tell you than pretend it's perfect.
- Lauren BickerstaffI appreciate that. Right, I'll reword it. What's left on the list, as I always say.
- Ciaran DohertyCan I ask about connectors while she does that?
- Hamza AkhtarPlease.
- Ciaran DohertyWe have four on Starter, hard limit. I can see all four are in use. If we wanted a fifth for a client later, that's an add-on, not a setting. Correct?
- Hamza AkhtarCorrect. Four is a hard limit on the tier, so a fifth would be the additional connectors add-on, which comes in a block. I'd speak to Sophie about that when the time comes, since she owns the commercial side. Users are a bit different. You're licensed for fifteen, and that's a soft limit, so you wouldn't be cut off, but we'd have a conversation.
- Ciaran DohertyFine. We're nowhere near fifteen. Currently two of us really using it.
- Lauren BickerstaffWhich is partly why I wanted today. Right, reworded. It's now shown me the right open actions. Good. I'm happy with that page.
- Hamza AkhtarLovely. Save it, then duplicate it for a second client and change the name. Let's see how it copes with someone you know less.
- Lauren BickerstaffDone. And this one's thinner, there's less in it. It's said it couldn't find much on the third question. Is that a bug or just no data?
- Hamza AkhtarUsually it's just no data, and it should say so rather than make something up. If you think there should be data, that's when you ask Ciaran to look at whether that source is loading. Ciaran, that's your cue, really.
- Ciaran DohertyRight. Admin screen. If it's thin, I check records indexed per connector. If the number's flat for a few days, something's broken at the source. That's usually a schema question, someone's renamed something upstream.
- Hamza AkhtarExactly that. Can you share and show them where it is? I know you've seen it, but Lauren hasn't.
- Ciaran DohertySharing. This is the connector list. Four rows. Each has last load time and records indexed. Green means it loaded last night. If it's amber, it loaded late. Red, it failed. All green now.
- Lauren BickerstaffThat's tidy. Can I check that myself, or is that admin only?
- Ciaran DohertyAdmin only. I can give you a read-only role on that screen. Not by email though. I'll do it in the console, after we're done.
- Hamza AkhtarThat's sensible. And not on a Friday, I'd guess.
- Ciaran DohertyNot on a Friday.
- Lauren BickerstaffHe's never changed a client's production account on a Friday, and he's not starting for us.
- Hamza AkhtarGood policy. Okay, we're a good way in. I want to cover tickets and support, because I saw two tickets raised recently and I wanted to make sure those got resolved to your satisfaction.
- Ciaran DohertyBoth were mine. One how-to, one about a sync. Both answered. Nothing outstanding.
- Hamza AkhtarGood, thank you. For anything urgent, raise it as high priority and say what's broken, what you expected and what you've already tried. That saves a round trip. And for how-to questions, honestly, try chat first, because it knows the product documentation too.
- Lauren BickerstaffOh, I didn't know that. That's handy. Okay. Can we do the thing I was actually worried about? How I'd show this to a client who has never seen it?
- Hamza AkhtarYes, let's do that last. Walk me through how you'd do it, and I'll play the client. Start with whatever you'd say first.
- Lauren BickerstaffOkay. I'd say, you know how you spend half of Monday reconciling things between systems. Rather than doing that, you ask a question. Then I'd show the health page for a client of theirs size, and open a source so they can see where it came from.
- Hamza AkhtarI like that. I'd add one thing. Show it getting something slightly wrong and you correcting it. Clients trust it more when they see you check it, and it's honest. Don't hide the fiddly bit.
- Lauren BickerstaffYes, that fits with how I work anyway. Right. So the actions for me. Build a standard page per client, write a short demo script, and pair with your consultant on the first client demo. I'll pair with you on that, Hamza, if you're free.
- Hamza AkhtarHappy to. Give me a date once you've picked a client, and I'll make time. And I'll send over a short written guide on search, chat and pages today or tomorrow, with the points about naming the subject and saying what you don't want.
- Ciaran DohertyMine. Test page permissions with a throwaway user. Read-only role for Lauren on the connector screen. Write up the Snowflake set-up so it's documented for whoever inherits it.
- Hamza AkhtarBrilliant. And if the permissions test shows anything odd, tell me and I'll look at it with our team. I'll also keep an eye on the usage on our side, and we can check in again in a couple of weeks to see how many of your colleagues have started using it.
- Lauren BickerstaffThat would be good. I'd like the whole delivery team asking it things by then, not just us two. And we'll have an eye on the user count, but fifteen is plenty for now.
- Hamza AkhtarAgreed. Anything else, either of you, before we finish?
- Ciaran DohertyNo. Good session.
- Lauren BickerstaffNo, that's everything. Thanks, Hamza, that was really useful. Speak soon.
- Hamza AkhtarThanks both. Right, I'll stop the recording there. Cheers, bye.
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