Larkspire Software / BG-Demo – Training
Callcompleted
Larkspire Software · 18 Feb 2026 12:45
Hamza trained Ellie and Kiran on search, chat, admin and connectors. Fifteen seats, light early logins, one ticket in the last month. Kiran flagged key-person risk. Connector owners and a trend report are owed.
What was said
What this says
As at Fri 9 Oct 2026Hamza trained Ellie and Kiran on search, chat, admin and connectors. Fifteen seats, light early logins, one ticket in the last month. Kiran flagged key-person risk. Connector owners and a trend report are owed.
What happened: Hamza ran a training session on the front page, search, chat, admin and connectors. Ellie and Kiran each stepped away for long stretches, and the wider team will only get the recording.
Customer view: Ellie said "Fifteen seats, but honestly most of the team haven't logged in much yet." She needs to explain tickets against usage upstairs, and Kiran wants to know who is asking, because one person alone is a risk.
Commercial: Early adoption is thin, which is a renewal risk if the trend does not rise. The one ticket in the last month was about the sync and was sorted in a day. Hamza said he would check the response time against their tier.
Watch: Connector owners are only partly named, and the CRM sits with Ellie's team. Kiran is to confirm owners by the end of next week, and an admin team session is wanted.
Themes
As at Fri 9 Oct 2026Theme
Admin and usage training
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kiran to confirm a named owner for each connector by the end of next week.
- Hamza to send the recording and admin steps, and add chat to the training pack.
- Hamza to book an admin team session and build the trend report when Ellie is ready.
Risks
As at Fri 9 Oct 2026- Most of the fifteen seats have not logged in much, so adoption is thin early on.
- Connector ownership is only partly named, which risks a stale source going unnoticed.
- A single heavy asker would be a key-person risk, and the trend is not yet tracked.
Opportunities
As at Fri 9 Oct 2026- A regular usage trend report would give Ellie the value case she needs upstairs.
- An admin team session would widen adoption beyond the two attendees.
Transcript
Hamza AkhtarHi Ellie, hi Kiran. Can you both hear me all right?
Ellie MarchantLoud and clear. I'm in a different room today, so bear with me if I drift.
Kiran BassiAfternoon. Sorry, I keep saying morning to everyone at the moment. Hi Hamza.- Hamza AkhtarNo problem. Just the three of us today?
- Ellie MarchantJust us. The rest of the team are in the planning meeting, so they'll get the recording.
- Hamza AkhtarRight, plan for the hour. Front page, search, chat, then the admin side. We finish on tickets against usage, because I know that's what you care about most.
- Ellie MarchantIt is, if I'm honest. That's what I need to explain upstairs.
- Hamza AkhtarThen we'll leave it to the end. Kiran, can you see my screen?
- Kiran BassiYes, but the text is tiny. Can you zoom in?
- Hamza AkhtarIs that better?
- Kiran BassiMuch better, thanks.
- Hamza AkhtarSo this is the front page. You type a question in plain English and it answers from the sources you've connected: the CRM, the helpdesk, the call recorder. It only shows what the person asking can already see in those systems, which is the point of the permissions.
- Ellie MarchantAnd those sources are the ones we agreed, yes?
- Hamza AkhtarThe ones in the order form. I'll show you the connectors page in a bit so you can see the status of each.
- Kiran BassiQuick one on that. The helpdesk, is it showing the last sync or the last change?
- Hamza AkhtarThe last refresh. Let's pick that up in admin, because I want to show you what a stale source looks like, so you can spot it.
- Ellie MarchantSounds good. Go on.
- Hamza AkhtarSearch works like a filter across everything at once. Type a customer name and it pulls the open tickets and the recent calls in one list. Ellie, try one of your accounts.
- Ellie MarchantOkay. Try the one with the renewal coming up.
- Hamza AkhtarTyping it now. Tickets first, then calls, newest at the top.
- Ellie MarchantThat's actually useful. I'd normally open three tabs for that.
- Kiran BassiPeople keep asking me whether chat is the same thing as search.
- Hamza AkhtarIt's a conversation version of it. It keeps earlier questions in the thread, so you can ask what about last month and it knows what you mean.
- Kiran BassiAnd if someone asks something they shouldn't see?
- Hamza AkhtarThen it says it can't answer. Access is set on your side, and I'll come back to that in admin.
- Kiran BassiSorry, can I hold on? A ticket's just come in that I need to look at.
- Hamza AkhtarOf course, take your time.
- Ellie MarchantHe'll be ten minutes. Kiran always has one ticket on the go.
- Kiran BassiSorry about that. Back now. Where were we?
- Hamza AkhtarAdmin. Adding a user is one step on the admin page, and Kiran, you'll have that access from today. How many people are on it?
- Ellie MarchantFifteen seats, but honestly most of the team haven't logged in much yet.
- Hamza AkhtarThat's normal in the first few months. The usage page shows active people over thirty days and the questions asked. What matters is the trend, not one quiet week.
- Kiran BassiThen I want to know who's asking. If it's only one person, that's a risk.
- Hamza AkhtarExactly. We can set that up as a regular report.
- Kiran BassiDefinitely, but once the basics are right.
- Ellie MarchantSorry, I've been pulled into finance. Can you carry on without me for a bit?
- Hamza AkhtarOf course. Kiran, shall we do the connectors page?
- Kiran BassiGo on, this is the one I've been wanting to see.
- Hamza AkhtarEach connector shows its status and last refresh. If a source stops loading, the record count stops moving, and that's usually because the customer changed something on their side.
- Kiran BassiLike someone renaming a field in the helpdesk?
- Hamza AkhtarExactly that. So I'd like a named owner for each source. Have you got those?
- Kiran BassiMostly me. The CRM is with Ellie's team.
- Hamza AkhtarThen we'll put it in writing, so nobody's guessing.
- Ellie MarchantSorry, I'm back. Did I miss tickets?
- Hamza AkhtarNot yet. Tickets against usage. You've had one ticket in the last month.
- Ellie MarchantOne. Which means people are either very happy or not using it.
- Hamza AkhtarCould be either. The level matters less than the trend, so let's check again next month.
- Kiran BassiAnd that one ticket was about the sync?
- Ellie MarchantYes, but it was sorted in a day, so it wasn't a big deal.
- Hamza AkhtarGood. I'll check the response time against your tier on the way out, so it's on file.
- Ellie MarchantGreat. What's the date filter like? That's the one that always confuses people.
- Hamza AkhtarSimple. Pick a range, or type last quarter and it does the rest. Try it.
- Kiran BassiLast quarter, okay. That's the one I'd use for the monthly check.
- Hamza AkhtarPerfect. Right, next steps. I'll send the recording and the admin steps today. Kiran, can you confirm connector owners by the end of next week?
- Kiran BassiYes. And can you add the chat to the training pack?
- Hamza AkhtarAlready on the list.
- Ellie MarchantThanks, Hamza, that was clear. Anything else from us?
- Hamza AkhtarJust the owners, and the trend report when you're ready.
- Ellie MarchantBrilliant. Thanks both.
- Kiran BassiCheers.
- Hamza AkhtarSpeak soon.
- Ellie MarchantActually, one more thing. Can we book a short session for the admin team next time?
- Hamza AkhtarOf course. Shall we aim for the week after next, once the connector owners are confirmed?
- Kiran BassiThat works. I'll send you a few times.
- Hamza AkhtarLovely. I'll send the invite with the steps.
- Ellie MarchantThanks again. Bye.
- Hamza AkhtarBye, take care.
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