Sales Coach is a Frannie AI agent for sales managers (lead owners in FranConnect). It helps them improve lead conversations, handle objections, and follow a stronger engagement approach so more leads convert into successful franchise owners.
1. Setting Up Access to Sales Coach
Sales Coach is primarily designed for lead owners, but you can make it available to other user groups in the FranConnect hierarchy (for example Corporate Users, Divisional Users). Access is controlled through role permissions.
Steps to enable access
Go to Admin (settings) > Access Control > Roles.
Select either Add New Role or open an existing role to edit permissions.
Search for the permission segment Can Access AI Chatbot.
Enable Can Access Sales Coach Chatbot and save the role.
Users assigned to this role will now be able to open and use Sales Coach.
2. Configuring Data Source
Sales Coach answers questions using documents in its knowledge base. It uses RAG (Retrieval Augmented Generation), which means it does not search the internet. It only responds based on the documents you upload. If a question is outside those documents, Sales Coach returns an “I don’t know response.”
About the “I don’t know response”
Note: The “I don’t know response” is customizable, but not from the agent UI. To request an update, contact your Account Manager or submit a ticket to FranConnect Support.
Examples of supported updates include:
A longer message (for example: “I don’t know the answer to this question, please connect with your Wally Wasp’s administrator for more information”).
A message including links (for example: “I don’t know the answer to this question, please use Zendesk (Wally Wasp’s department-wise link) to submit a ticket”).
About persona customization
Persona customization controls how Sales Coach responds, including tone, formatting, internal terminology, and handling of sensitive topics. Persona helps Sales Coach sound and behave like a natural extension of your franchise development team.
Persona customization can include:
Tone and voice: Sets the style of responses (for example formal, friendly, or direct) to match your sales approach.
Response format: Controls how answers are structured (for example bullets, steps, or scripts).
Internal terminology: Ensures Sales Coach uses your funnel stages and process language consistently.
Sensitive-topic rules: Applies boundaries for areas like FTC compliance, earnings, and territory conversations.
Scenario behavior: Defines what the agent should do in cases like vague questions, conflicting documents, or policy-restricted requests.
Persona updates are not available in the agent UI today. To request changes, contact your Account Manager or submit a FranConnect Support ticket. Persona does not replace data sources. If content is not in your uploaded documents, Sales Coach will still return an “I don’t know response.”
Accessing Data Source settings
Only users who can open agent settings can configure data sources.
Open the Frannie AI window from the star icon in the menu bar.
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Click the Settings button in the top-right corner.
By default, data source configuration is available to corporate users in Corporate Administrator.
To grant access to other corporate users, update their role with:
Can Access AI Chatbot > Can Access Chatbot Settings
Select the agent you want to configure (Sales Coach).
Click the Data Source icon to view and manage current data sources.
Adding a new data source
You can add documents from either the Hub Library or your computer.
Option A: Add from the Hub Library
Click Add New Data.
Select Hub Library.
Use the flat list or search by file or folder name to find documents.
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Select up to 50 files per batch, each under 100 MB.
If a file is larger than 100 MB, split it before uploading.
For video files, upload transcripts for faster processing.
Click Upload.
Review your selections in the confirmation pop-up and confirm.
Option B: Add from your computer
Click Add New Data.
Select Upload from File.
Browse for your files and upload them.
The upload flow is the same as Hub Library uploads.
Managing data sources
After upload, each file shows a processing status.
Processing Status: Files show as Queued and typically process in under a minute.
Batch Uploads: You can start another batch without waiting for earlier batches to finish.
Failed Files: Filter by Failed, then use Retry from the 3-dot menu.
Removing Files: Use Delete from the 3-dot menu. Deleted files become available in the Hub Library list again.
Adding a file from Hub directly (optional shortcut)
You can send a Hub Library file directly into Sales Coach without opening agent settings.
Locate the file in your Hub Library.
Click the 3-dot menu next to the file and select Save to AI Agent.
Choose Sales Coach and click Save.
Updating an existing data source file
When you update a Hub Library document already configured as a data source:
Sales Coach automatically replaces the old version with the updated file.
The older file is removed from the knowledge base.
No admin action is required.
Very Important: Data source visibility
Very Important: Once a file is configured as a data source, it becomes accessible to all users who can access Sales Coach, regardless of original Hub permissions. Hub visibility rules do not currently apply to Sales Coach responses.
Example: If Sales Coach is available to both corporate and regional lead owners, and you add a corporate-only sales playbook, Sales Coach may use that playbook when responding to both groups.
Access control for bot knowledge bases is being implemented and is expected in Q1 2026. All Frannie customers will be notified when it is released.
3. Best Practices to Improve Sales Coach
Sales Coach is only as strong as the documents you provide. Use the practices below to keep performance high.
3.1 Monitor conversations
Regularly review what users are asking and how Sales Coach responds.
Click Frannie next to your profile icon.
Select Agent Settings.
Select View Conversations.
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Export conversations to Excel to review:
“I don’t know the answer to that...” responses
Thumbs down feedback
Use these insights to identify missing documents or recurring questions that need better coverage.
3.2 Audit and update the library regularly
Remove obsolete files from the knowledge base.
Keep your Hub library comprehensive, but keep the agent library lean.
Consolidate duplicate content into a single agent-ready document.
3.3 Remove duplicate files
Duplicate content increases search noise and can reduce answer quality. If multiple files cover the same topic, keep one authoritative version.
3.4 Add a glossary or support routing document
If some support content lives outside FranConnect:
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Upload a glossary or routing file that includes:
Links to external systems
Department contacts
Escalation paths
Review this document monthly so it stays current.
3.5 Upload the right types of sales documents
Sales Coach performs best with detailed, structured content such as:
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Franchise Development Materials
Current FDD sections you can legally expose
Startup costs, fees, territory structure, obligations, support systems
Prospect qualification guidelines
Ideal buyer personas and disqualifiers
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Brand & Messaging Documentation
Messaging guides, voice and tone rules
Differentiators vs. competitors
Approved talking points and brochures
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Sales Playbooks
Engagement scripts
Follow-up cadence and email templates
Call scripts (Inquiry, Discovery, FDD call, territory review, Discovery Day prep)
Objection handling frameworks
Pipeline stages and success metrics
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Compliance & Legal Boundaries
FTC compliance guidance
Approved language and prohibited claims
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Success Stories / Case Studies
Owner testimonials
Multi-unit growth examples
4. Training Lead Owners to Use Sales Coach
Admins should train lead owners to use Sales Coach as part of their daily workflow. The steps below cover the most effective habits.
4.1 Teach prompt-with-context behavior
Sales Coach performs best when users include relevant context, such as:
Lead stage (Inquiry, Qualification, FDD Review)
Lead type (first-time owner, investor, semi-absentee)
Current objections
Prior conversation summary
Example prompts:
OK: “Give me a follow-up email.”
Best: “Candidate is a first-time owner. We completed a discovery call yesterday. Their concern is lack of tax experience. Draft a follow-up email acknowledging that and guiding them to FDD review.”
Guidance to give lead owners:
“Always tell the agent where the lead is in the funnel and what they care about.”
4.2 Show them the lead assessment feature
Sales Coach can read data from the primary info tab of the lead record and provide an assessment.
Steps:
Go to Lead Management (new).
Select a lead record.
Click Sales Coach in the top right corner.
Review the generated lead assessment.
Note: Sales Coach currently reads only the primary info tab. Additional lead tabs will be supported over time.
4.3 Encourage pre-call prep
Lead owners should use the agent before calls to:
Role-play objections
Generate customized scripts
Build qualification questions
Tailor pitches to persona
Summarize last touchpoint and define next steps
4.4 Reinforce compliance usage
When a rep is unsure what they can say, Sales Coach should be their first stop. It helps with:
Rephrasing risky statements
FTC-compliant language
Legal-safe alternatives
Avoiding earnings or territory overpromises
4.5 Train persona-based messaging
Sales Coach can tailor scripts for personas such as:
First-time franchisee
Career-switching corporate professional
Tax professional
Multi-unit operator
Semi-absentee investor
Limited-capital entrepreneur
Admin coaching:
“Always specify the lead’s persona so Sales Coach can adjust messaging automatically.”
4.6 Use Sales Coach during territory conversations
Sales Coach can:
Explain territory concepts in general terms
Provide compliant wording for exclusivity and market coverage
Help prep scripts when a territory is not available
You may also upload a regularly updated territory availability document to improve accuracy.
4.7 Use role-play for difficult conversations
Lead owners can practice scenarios like:
Lead ghosting
Budget mismatch
Comparing your brand to competitors
Hesitant spouse objections
Discovery Day no-show risk
Multi-unit negotiation
This builds confidence and consistency.
5. Frequently Asked Questions (FAQs)
#1 Does Sales Coach follow Hub file accessibility rules?
No. Once a file is configured as a data source, it is accessible to all users who can access Sales Coach, regardless of Hub permission tags. See the “Very Important” note in the Data Source section.
#2 Can I change the name or avatar of Sales Coach?
You can change the agent name by contacting your Account Manager or FranConnect Support. Avatars cannot be changed at this time.
#3 Is there an app to access Sales Coach?
Yes. Frannie bots, including Sales Coach, are available in the FranConnect mobile app for Android and iOS. Here are the links:
#4 Can links (website, video, etc) be configured in the agent’s data source?
No. Currently, links can not be configured in the agent’s data source, but it will be available soon.
#5 How do I configure the “Getting Started Questions” in the agent?
You can get the getting started questions list changed by your Account Manager or FranConnect Support.