What is Call Guidance?

In one sentence

Call Guidance is a short AI-written prep document for an upcoming call — talking points, context from recent sessions, and suggested approaches you can scan in the two minutes before you hop on.

Why it exists

You usually have a couple of minutes between calls, not a couple of hours. Call Guidance gives you the "what matters today with this person" summary so you walk in prepared.

When it's generated

Call Guidance is on-demand — it only exists when you ask for it. Unlike Call Notes, it doesn't run automatically. You click Generate Call Guidance when you want it, typically a few minutes before the session.

You can request it before the call happens — it doesn't need a recording or transcript, because the call hasn't happened yet.

Brand-new clients with little history may receive thinner guidance than long-term clients. Call-E uses the context that is available.

Where you'll find it

Open the appointment. On a scheduled or in-progress appointment, Call Guidance appears right in the main part of the page — no side panel or extra tab to hunt through. If you haven't generated it yet, you'll see a Generate Call Guidance button and a short description of what Call Guidance will do for you.

Once you're on a Zoom call in Live Call, Call Guidance is the top panel in the left column — already open when the call screen loads. Click its header if you want to collapse it and free up space; click it again to bring it back.

You'll also see Call Guidance in the quick view that opens when you click an appointment on the dashboard calendar, if you can change the appointment's Call Type:

• Call Type already set: click Generate Call Guidance to generate it, or click the arrow next to it to pick a different Call Type from the list first.
• No Call Type yet: click Assign Call Type to open the list of your organization's Call Types — your default one shows a checkmark. Pick one and Call-E sets it on the appointment and starts generating Call Guidance right away.

Wherever you start it from, the panel then ticks through what Call-E is working on — reviewing the client's background, reading recent appointment notes, and so on — so you can see it's under way. It usually takes well under a minute.

What you'll see

Call Guidance starts with a short TL;DR at the top — what this call is about and the most urgent thing to keep in mind, and what most people scan in the 30 seconds before a call. Below the TL;DR, the prep is organized into collapsible sections (for example: Recent Context, Topics to Cover, Open Questions) for when you have a couple of minutes to prep more thoroughly. For newly generated guidance, each section is collapsed by default — click a section heading to open it, or use Expand all in the top right to open everything at once.

If you've been using Call-E for a while, most of your older guidance now uses those same collapsible sections. It starts fully open instead of collapsed, so you can still read everything at a glance — it just won't have a TL;DR. Guidance from your very first weeks on Call-E still shows as plain text with no sections at all — that hasn't changed.

What you can do with it

• Skim it right before the call — that's what it's designed for.
• Regenerate it if new information has come in (a recent client message in your CRM, a just-edited Call Type). Click the regenerate icon at the bottom of the Call Guidance card — on the full appointment page or in the Appointment Workspace panel, wherever you're viewing it. That's only available while the appointment is upcoming or in progress; the icon is still there once the call ends, but it's unavailable — Call Guidance doesn't regenerate after a call.

Tell us if it helped

Next to the Updated time at the bottom of Call Guidance, click Helpful or Not helpful to rate it. This is currently in preview. See Tell Call-E if Call Notes, the Call Scorecard, or Call Guidance helped.

What you can't do

• You can't generate or view Call Guidance once a call has ended. After the call, the appointment moves on to Call Notes (and a Call Scorecard when the call type has a rubric) — these take a few minutes to process from the recording.
• If you see "Contact your administrator to enable it" in the Call Guidance section, it means your role doesn't currently have permission to generate guidance. Ask your admin.

How to change what it looks like

Your admin can shape what Call Guidance covers — priority topics, recent client changes to acknowledge, suggested open-ended questions — by editing the Call Type for that appointment. See the Call Types area.

What Call-E reads when it writes it

Call Guidance draws on more context than Call Notes do. Call-E looks at:

• Recent notes from your last sessions with this client
• What Call-E knows about this client over time (Client Memory)
• What Call-E knows about your coaching style from past scorecards (User Memory)
• The Call Type and any program the client is in
• Recent messages and payments from a connected CRM, if you have one

The goal is to give you one focused page instead of making you re-read everything yourself.