Tools & Setup

Consultation Portal

The consultation portal tracks every referral from intake to final outcome. Here's how each tab works, what you're responsible for, and how to write effective post-meeting notes.

Meeting Details is your most important tab. After every meeting, you must log your outcome, specialist notes, and recap URL. CS relies on your notes to follow up with the customer. Incomplete or missing entries delay the process for everyone.

Portal Tabs

The portal has five tabs. Specialists primarily use Meeting Details and QA Reviews. CS manages the other tabs, but it helps to understand the full flow.

All search bars accept email, phone, name, or order number. If using an order number, drop the # prefix.

1Referrals

Used by: CS agents

CS logs new consultation referrals here. Each referral creates a row in the system that follows the customer through the entire process.

What gets logged:

Customer infoName, email, phone, order number

ProductWhich device the customer has

Return reasonWhy the customer wants to return

Delivery dateWhen the order was delivered

Ticket URLLink to the Zendesk ticket

Invite sourceEmail Team, Phone Team, or Nova AI

Customer intentReturn Request, Troubleshooting Help, Replacement, Warranty Request, or Getting Started

WarrantyWhether the customer purchased a warranty

Notes for specialist: CS can add context about the customer's situation so you know what to expect before the meeting.

2Meeting Details

Used by: Specialists (this is your main tab)

After every meeting, look up the customer and log your outcome here. This is the only tab you need to work in.

Step-by-step workflow:

Open the portal and go to the Meeting Details tab
Look up the customer by name, email, phone, or order number from the Calendly event
Review the pre-meeting details: product, return reason, CS notes, delivery date, return window
Enter your name in the "Your Name" field (not the customer's name)
Optionally pre-log the meeting as "Scheduled" before it starts
After the meeting, mark attendance: Y (attended), N (no-show), or Scheduled (upcoming)
Select the outcome, fill in specialist notes, and check "Return Extension" if offered
Paste the Calendly Recap URL
Click Submit Outcome (button turns gray on success)

Fields you fill in:

Meeting attendedScheduled / Y / N

OutcomeIssue Resolved, Upgrade, Replacement, Refund, Other

Upgrade typeIf applicable (2.0/3.0 to Pro, 2.0/3.0 to Pro+, 2.0/3.0 to BTE, Pro to Pro+, Pro to BTE)

DiscountApproved upgrade price quoted

Refer to CSWhether CS needs to follow up

Specialist notesDetailed notes on what happened

Recap URLLink to the meeting recording/recap

Return extensionIf an extension was granted

Update Customer Info: If you notice incorrect details during the call (wrong phone number, different product than listed, etc.), you can update the customer's info directly from this tab.

No entry for this customer? Not every meeting will have a pre-logged entry. When there's no existing entry, click to create a new one and fill in whatever info you have from Calendly (name, phone, email, order number, device, issue).

Search AI Tickets: Use the "Search AI Tickets" button to look up customers referred through Nova AI who haven't been entered yet. This creates a new row automatically.

3Outcomes

Used by: CS agents

After you log your meeting outcome, CS picks it up here for follow-up actions. This tab has two views:

Pending Actions: Cases where CS needs to process an upgrade, ship a replacement, initiate a return, or handle an escalation based on your notes.
Review Requests: Sale save cases where enough time has passed (7+ days) for a review request to be sent.

Why this matters to you: The quality of your specialist notes directly determines how quickly and accurately CS can follow up. Clear, specific notes mean faster resolution for the customer.

4Final Status

Used by: CS agents

Cases appear here when they're ready for a final outcome check: 60 days from delivery or 30 days after the meeting, whichever is later. CS reviews each case to confirm whether the sale was ultimately saved, the customer returned the product, or the case needs further follow-up.

5QA Reviews

Used by: Specialists (password-protected)

This is where you receive feedback on your meetings and review other specialists' recordings during downtime. For details on the QA process, see QA Reviews.

The Full Pipeline

Every referral flows through these stages. Your work is in the middle.

Stage	Who	What happens
1. Referral logged	CS	Customer is referred for a consultation. CS enters their info and notes into the Referrals tab.
2. Meeting scheduled	Specialist	Customer books via Calendly. You mark the status as "Scheduled" in Meeting Details.
3. Meeting held	Specialist	You conduct the meeting, troubleshoot, and determine the outcome.
4. Outcome logged	Specialist	You log the outcome, notes, and recap URL in Meeting Details immediately after the call.
5. CS follow-up	CS	CS processes the outcome: ships a replacement, sends an upgrade link, initiates a return, or handles an escalation.
6. Final check	CS	After enough time has passed, CS confirms the final outcome of the case.

Writing Post-Meeting Notes

Your specialist notes are how CS knows what happened during the meeting and what to do next. Write them like someone who wasn't on the call will read them, because they will.

Submit notes immediately after every call. Don't batch them for later. The longer you wait, the more detail you lose. If the Calendly recap URL isn't ready yet, submit everything else and add the URL later.

After a Troubleshooting Consult

For troubleshooting meetings, your notes should cover what the customer reported, what you tried, what worked, and the final outcome. Use the categories below as a guide.

1. Call Information

Was it a video or audio-only call?

2. Customer Concern

Note the primary complaint and whether it affects the right ear, left ear, or both:

Poor sound quality
Low or no volume
Feedback (whistling/buzzing)
Poor fit or comfort
Charging issue
Other (describe)

3. Troubleshooting Performed

Document which areas you walked through:

Fit and comfort: reviewed insertion, adjusted fit, recommended different dome size, instructed on dome change, recommended dome alteration
Device controls: reviewed multifunction button, volume control, programs, confirmed customer could use controls
Charging and power: reviewed charging procedure, verified indicators, confirmed charger functionality, recommended cleaning contacts, tried second power source, discussed battery expectations
Maintenance: reviewed cleaning procedure, recommended wax guard change, reviewed wax guard replacement, inspected for debris/blockage, reviewed mic/speaker cleaning

4. What Worked

Note specifically what resolved or improved the issue:

Proper insertion/fit resolved the issue
Dome change or alteration (note the size and action taken)
Volume adjustment resolved the concern
Program change resolved the concern
Cleaning the dome, tube, or speaker resolved the issue
Wax guard replacement resolved the issue
Other (describe)

5. Outcome

Issue Resolved: troubleshooting worked, customer is keeping the product
Replacement: device needs to be replaced (note why)
Warranty Extension: customer is keeping the product with extended warranty
Upgrade: customer wants to upgrade (note which upgrade and price quoted)
Refund: customer still wants to return (note what was tried)

After a Welcome (Orientation) Call

For welcome calls with new customers, your notes should cover each section of the onboarding walkthrough. Note what you covered and any issues discovered.

1. Call Information

Was it a video or audio-only call?

2. Unboxing

Confirmed device received
Confirmed accessories present: charging case, cable, domes, cleaning tool, user manual, quick start guide, wax guards (if applicable)

3. Device Setup

Identified right and left hearing aids
Reviewed device components (mic, speaker, faceplate, multifunction button, etc.)
Explained indicator lights
Confirmed devices are working

4. Charging

Demonstrated proper placement in charger
Reviewed indicator lights
Explained charging time
Explained charging case function

5. Fit and Insertion

Reviewed right vs. left
Demonstrated fit/insertion
Had customer insert
Checked for fit and comfort (visually when able)
Changed dome if needed (note size)

6. Controls and Daily Use

Reviewed multifunction button
Walked through volume controls
Walked through program controls
Explained startup/shutdown behavior

7. Care and Maintenance

Reviewed daily cleaning
Reviewed dome replacement
Discussed moisture protection
Demonstrated wax guard replacement

8. Orientation and Expectations

Reviewed realistic adaptation expectations
Explained adjustment period
Answered customer questions

9. Outcome

Successful onboarding: customer understands setup and use
Replacement: issue identified during setup (note what)
Upgrade: customer interested in a different model (note which and price quoted)

Tips for Better Notes

Be specific, not generic. "Reviewed insertion" is less useful than "Customer was inserting with the dome facing outward. Demonstrated correct technique on video. Customer re-inserted correctly on both sides."
Include what you committed to. If you told the customer CS would follow up about a replacement, write that in your notes so CS knows what the customer expects.
Note anything unexpected. Wrong product listed? Customer had a different issue than what CS described? Third party on the call? Note it.
Write for CS, not for yourself. Your notes are the handoff. CS uses them to take the next action. If they can't tell what happened or what to do, the customer waits longer.

Recap URL tip: Calendly recaps sometimes take a few minutes after the meeting ends. You can submit everything else first, then re-look up the customer and add the URL later. You can also batch recap URLs at the end of the day.