Quaystead Marine Services / BB-Demo – Training

Hi Ian, hi Emma, can you both hear me?

Yes, we can. Luke's in the office but he's busy on something, so it's just the two of us today.

That's fine. Right, so I'm going to share my screen and walk you through the brain: how to search, how to build pages, how to use chat. We'll go through a couple of examples with your actual data to make sure it makes sense. I've refreshed your HubSpot and Zendesk connectors, so everything's live and current. Sound good?

Yeah, sounds good.

Right. So I'm sharing my screen now. Can you see it? I've got the brain open, and you can see the home page, this is what you'll see when you log in. There's search up here at the top, and then a menu on the left for Pages, Chat, and Settings. Let me start with search. It's the most powerful thing in here, it pulls data from all your connectors at once. So if I search for a customer name, I'll get the contract record from HubSpot and any tickets from Zendesk for that customer. Watch this. I'm going to search for a customer, let's say 'Solent Towage'. Can you see the results coming back?

Yeah, I can. That's the Solent Towage contract?

That's it, that's the contract from HubSpot. But look, if I scroll down, there are also tickets for them. See, three support tickets. So with one search, you can see the customer, the contract, and all the tickets they've raised. That's what maps cleanly for you, right?

Perfect. That's exactly what we want.

Good. Now, search also works with filters. So if I wanted to find all tickets from a certain month, or all high-priority tickets, I can filter by ticket status or date. Let me show you. If I click this filter button here: see, I can filter by issue type, status, creation date. You can get really specific with it. Ian, from your side, are you going to want to search by ticket status most often?

Probably by status and creation date, yeah. We need to see open tickets and know how old they are.

Perfect. You can filter by both. You'd set status to 'Open' and then date range to 'Last 30 days', for example, and you'll see all your open tickets from the last month. Easy to build a mental picture of what's outstanding. Now, let me show you Pages. Pages are where you can build your own dashboards, essentially. They're a bit more structured than search, you can put specific questions into a page and see the answers update live. Emma, I reckon you'll use Pages more than Ian, is that right?

Yeah, I'd be the person building reports for management, I'd think.

Right. So a page might be something like 'All active contracts with revenue' or 'High-priority tickets by customer'. You build it once and it stays there, it updates every night when the data refreshes. Let me create one now so you can see how it works. I'm going to click Create Page, give it a title, let's say 'Outstanding support tickets'. And then I can add blocks to it. Each block is a question. So the first block might be 'How many open tickets do we have?' and the brain will show you the count. The second block might be 'Show me all open tickets sorted by creation date', and you get a table. Watch this. I'm typing in the block...'Show me all open support tickets in Zendesk, sorted by creation date with the newest first, and include the customer name'. Boom, see that table? That's your open tickets with the customer.

That's brilliant. So we can just look at one page and see everything.

Exactly. You could build a page for your own workflow: maybe you want to see open tickets, outstanding invoices, and upcoming contract renewals all on one page. That maps cleanly for you, because you've got all that data connected. Now, Chat. Chat is how you ask specific questions that don't fit into a page. So if you wanted to know something one-off: like, show me all tickets for Solent Towage, or what's the biggest contract we have this year, you'd use Chat. You just type the question in plain English and the brain answers it. Let me show you. I'll ask 'What contracts did we invoice last month?' and watch what comes back.

See, it's giving me a list with the customer, the contract value, and the date. That's pulled straight from your HubSpot data. If I ask a more complex question...'Show me all tickets from January that are from customers with contracts worth more than 50 thousand', it can join data across systems and give me that answer. It's like having a data analyst in your pocket. Does that make sense?

Yeah, I can see how that would be useful. So it's just natural language?

Mostly, yeah. You can be informal about it, you don't have to be precise. If you say 'expensive contracts' or 'high-value customers', the brain usually gets what you mean. If it doesn't, it asks for clarification. Alright, I think that covers the core stuff. You've got Search for quick lookups, Pages for your dashboards and reports, and Chat for one-off questions. Any questions before we wrap up?

How often does the data update? Is it real-time?

It's nightly, by 7 a.m. every day you've got everything current as of the night before. So if a ticket comes in late in the day, you'll see it the next morning. Real-time would drain your systems, so nightly is the standard. That work for you?

Yeah, that's fine.

Good. Emma, any questions on the admin side: user management, permissions, anything like that?

I think I understand the basics. If I need to add someone new, what do I do?

You go to Settings, click Users, and click Add User. You put in their email address and choose what role they get, so user or admin. Users can search and ask questions, admins can also build pages and manage other users. You've got 15 user seats on Starter, so you've got room to grow. Just keep an eye on that number. When you're ready to add more, let me know or let Marcus know, he can arrange an upgrade. Sound good?

Yeah, got it.

Right. So you're both set up now. Emma, you're the admin, you'll manage the users. Ian, you're all set to search and ask questions. Any thing goes wrong or you get stuck, reach out to Marcus, your CSM, he's the main point of contact from now on. And do have a play with it: build a page, ask some questions, make mistakes. That's how you learn. Cheers, both of you.

Thanks, Callie. Really helpful.

Brilliant, thanks.