Fulford Ings Software / BG-Demo – Training
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Fulford Ings Software · 24 Nov 2025 09:00
Laura Penhaligon trained Eleanor Pickering and Harry Kitching on search, pages and chat on Starter. Both were positive. Eleanor asked about dashboards, which sit in Growth.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon trained Eleanor Pickering and Harry Kitching on search, pages and chat on Starter. Both were positive. Eleanor asked about dashboards, which sit in Growth.
What happened: Laura Penhaligon ran an 82 minute training for Eleanor Pickering and Harry Kitching on 24 Nov 2025, covering search, pages and chat on the Starter tier.
Customer view: Eleanor saw triage value straight away and Harry said he would try it after the call. Eleanor settled on search and pages as the main tools for now.
Commercial: Eleanor asked about visual dashboards, which are in Growth, and about showing a customer their own data, which Laura called custom work. The four connectors shown match the Starter hard limit, so a fifth source would need an add-on or an upgrade.
Themes
As at Fri 9 Oct 2026Theme
Starter onboarding training
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to follow up in the Slack channel if Eleanor or Harry hit snags with the query examples.
Risks
As at Fri 9 Oct 2026- Only two customer people attended, so adoption may rest on a small group from the start.
Opportunities
As at Fri 9 Oct 2026- Eleanor asked about visual dashboards, which are a Growth tier feature and a possible later upgrade.
- A customer-facing portal for ticket data was raised and would be custom work to scope.
Transcript
Laura PenhaligonRight, so everyone's in the brain now. Let me share my screen and walk you through what you're looking at. This is the home view: you've got your connectors listed, how many records are indexed, quick access to recent pages and searches.
Eleanor PickeringSo these are our four connectors, CRM, tickets, email, knowledge base?- Laura PenhaligonExactly. And you can see the record counts. CRM's got about four thousand customer records, tickets has about two thousand, and so on. Every night that gets refreshed, so the data is always current.
Harry KitchingThat happens automatically?- Laura PenhaligonCompletely automatic. We handle it on our side. You don't do anything.
- Laura PenhaligonSo the main way to use the brain is search. I'll type, say, 'customers with more than five tickets in the last week' and watch what comes back.
- Eleanor PickeringIt's just natural language?
- Laura PenhaligonYes. It's returned twenty-three customers, their ticket counts, links to the tickets. You can click any to drill into the actual data.
- Harry KitchingAnd this updates every night?
- Laura PenhaligonEvery night. New tickets show up in tomorrow's search results.
- Eleanor PickeringI can see this being really useful for triage. We could flag customers who are getting overwhelmed.
- Laura PenhaligonThat's what your peers do. So the next thing is pages. A page is a saved search you run regularly. You'd create one called, say, 'High-touch customers this week' and come back to it every Monday.
- Harry KitchingSo I don't retype the query?
- Laura PenhaligonRight. You save it once, everyone with access can run it. You can comment on pages too, so if Eleanor sees something, she can leave a note for you.
- Eleanor PickeringCan I share a page with someone outside the company? Like, show a customer their own ticket data?
- Laura PenhaligonPages are internal only. But you could export results and send that. There's a way to give a specific customer portal access, but that's custom, we'd need to chat about it.
- Harry KitchingWhat about the chat interface? I saw that mentioned.
- Laura PenhaligonChat is like search but conversational. I ask a question, it answers, then I ask a follow-up and it remembers what we were talking about. I'll show you. I'm asking 'which customers are growing?' and it shows customers with more tickets than three months ago. But then I ask 'how many are on our Enterprise package?' and it understands the context.
- Eleanor PickeringLike having a data analyst in Slack?
- Laura PenhaligonThat's a good way to think about it. Conversational, you iterate quickly without restarting your query.
- Harry KitchingIs there a limit to questions?
- Laura PenhaligonNo limit. You can ask as many as you want. The brain logs every question, so we see what you're asking, that tells us where you're getting value.
- Eleanor PickeringWhat about building visual dashboards?
- Laura PenhaligonDashboards are in the Growth tier. On Starter, you do your work through search, pages, chat. But that's something you can upgrade to later if you need it.
- Eleanor PickeringSo search and pages are our main tools for now.
- Laura PenhaligonExactly. And most people get lots of value out of those before they think about dashboards. Any questions?
- Harry KitchingI think that's pretty clear. I'll play around once we're done.
- Eleanor PickeringSame. Thanks, Laura. Really helpful.
- Laura PenhaligonYou've got my details if you hit any snags. I've left a guide in the Slack channel with some query examples, shout if anything's not making sense. Good luck.
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