Daniella's Customer Brain

Surpless Dunn <> OneAI: Agent Pre -Live meeting

3 min read

Surpless Dunn <> OneAI: Agent Pre -Live meeting

Date: 2026-02-02 | Duration: 26.360000610351562 min | Account: surpless-dunn

External attendees: kknight@surplessdunn.com, pnelson@surplessdunn.com, wpinnello@surplessdunn.com

Summary

The team met to finalize a contact list in CSV format that includes static state and time zone data, as requested by Daniella Block, to improve segmentation for targeted calling. Call scripts were updated to enhance clarity and flow, incorporating feedback from Kevin Knight and Bill Pinnello, with specific changes to how contacts are addressed and details about the Blink Buy promotion. A controlled rollout is set to begin soon, allowing for testing of live calls before a full launch, with plans for continued optimization based on feedback. Email follow-up strategies were discussed, including how to manage resends effectively, especially as integration with HubSpot CRM will automate these processes in the future. Improvements in callback scheduling were also agreed upon to enhance user engagement and experience during calls.

Key Points

📋 Contact List Finalization: Send contact list in CSV with static state/time zone for better segmentation and precise calling. 📝 Script Updates: Call scripts refined for clarity; removed redundancies and emphasized new phrasing for better communication flow. 🚀 Controlled Rollout Plan: Begin limited call testing tomorrow; full launch targeted for this Wednesday, February 4th. 📧 Email Follow-up Strategy: Agents will confirm correct email addresses and aim for automated email resends once integrated with HubSpot CRM. 📞 Callback Scheduling Improvement: Introduce a single, conversational callback option to enhance user experience and engagement.

Overview

  • Contact List Finalization: Send contact list in CSV with static state/time zone for better segmentation and precise calling.
  • Script Updates: Call scripts refined for clarity; removed redundancies and emphasized new phrasing for better communication flow.
  • Controlled Rollout Plan: Begin limited call testing tomorrow; full launch targeted for this Wednesday, February 4th.
  • Email Follow-up Strategy: Agents will confirm correct email addresses and aim for automated email resends once integrated with HubSpot CRM.
  • Callback Scheduling Improvement: Introduce a single, conversational callback option to enhance user experience and engagement.
  • Next Steps: Finalize recordings and scripts; ensure tech support for email resends before integration with HubSpot.

Action Items

Patti Nelson Send updated contact list with static state and timezone information in CSV format (03:20)

Daniella Block Apply script updates to remove last name confirmation and redundant ‘calling back’ phrasing (14:20) Add promotion name ‘Blink Buy’ and end date (February 28) into scripts for clearer messaging (16:35) Modify callback phrasing to a more conversational style offering fewer, simpler time options (12:30) Verify technical feasibility for automatic email resend when contacts state they have not received it and confirm temporary manual workaround if full HubSpot integration not ready (21:40) Send updated recordings to Surpless Dunn team for approval before rollout (22:44) Coordinate and manage controlled rollout of call agent planned for next day, monitor live calls and follow up with feedback and optimizations (01:30)

Kevin Knight Provide input or questions relevant to technical integration with HubSpot and manual list handling (23:00)

Bill Pinnello Provide feedback on script and call flow for inclusion in updates

Roy Sagi Be available on Slack for real-time technical questions related to contact list and scripts (05:26)

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