Brenneck Pay / BG-Demo – Training
Callcompleted
Brenneck Pay · 7 Apr 2026 15:15
Hamza Akhtar ran an 85-minute training for Aylin Kaya and Jonas Albrecht on 7 Apr 2026. Aylin found the brain much quicker for merchant reviews. Jonas pressed on access control, data residency and ticket silence.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar ran an 85-minute training for Aylin Kaya and Jonas Albrecht on 7 Apr 2026. Aylin found the brain much quicker for merchant reviews. Jonas pressed on access control, data residency and ticket silence.
What happened: Hamza trained Aylin on chat, search, pages and dashboards, with Jonas covering admin and permissions. Aylin built a merchant review template and a Monday merchant view dashboard during the call.
Customer view: Aylin said the brain is quicker than stitching three systems together, and that she was lost before and is not now. Jonas said usage has grown from himself and one other to a handful.
Commercial: forty licensed users on Growth leaves room to onboard the whole account management team. Dashboards are a Growth feature and are now in use, which shows investment by the customer.
Watch: access is scoped at the connector, with no per-record check at query time, and Jonas must document that for auditors. He also said zero tickets in a month should mean it is working, not that nobody knows where to ask.
Themes
As at Fri 9 Oct 2026Theme
Growth tier training session
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar sends the access-scoping page, the one-page guide and the admin sharing note to the shared inbox by the end of 7 Apr 2026.
- Aylin Kaya runs a session for the account managers the following week using the one-pager.
- Hamza raises the scheduled digest request if Aylin confirms she wants it.
Risks
As at Fri 9 Oct 2026- Access is controlled at connector scope with no per-record check at query time, which the customer must explain to its auditors.
- Zero tickets in a month could be silence rather than health, as Jonas himself noted.
- Answers are only as fresh as the nightly refresh, which has already caused Aylin some empty answers.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users leaves room to onboard the whole account management team on Growth.
- Aylin asked for scheduled digests, which Hamza offered to put forward as a product request.
- Dashboard use shows the customer investing in Growth features.
Transcript
Hamza AkhtarAfternoon, both. Can you hear me alright?
Aylin KayaYes, afternoon Hamza. Loud and clear.
Jonas AlbrechtHere. Audio is fine. Camera is off, sorry, this laptop is running a load test and I would like it to survive the hour.- Hamza AkhtarNo problem at all. Aylin, I don't think we've met properly, have we? I think I've only seen you on the kickoff recording.
- Aylin KayaNot properly, no. I've been in the chat a lot since it went live, but that's about it. So this is useful, I have a pile of questions.
- Hamza AkhtarGood, that's exactly what this is for. The plan is about an hour and a bit. I'll share my screen for the first few minutes, then I'd like you driving, Aylin, because you're the one who'll live in it every day. Jonas, you're here for the admin side, and anything where you want to know what it's doing underneath.
- Jonas AlbrechtWhich role has access to the dashboards builder? That's my main one. The rest I can read in the documentation.
- Hamza AkhtarFair question, and we'll get there. Short version: it's a role you grant, it's not on by default. We'll do it live so you can see what changes.
- Jonas AlbrechtFine. Not on a Friday, though.
- Hamza AkhtarNoted, and it's Tuesday, so we're safe. Right. Aylin, before I show anything, what are you actually using it for at the moment, in your own words?
- Aylin KayaMostly merchant reviews. When a merchant trips one of our risk rules, I used to open the payments system, then the CRM for the account manager notes, then the ticketing tool, and try to stitch a picture together. Now I just type the merchant name into the chat and ask what's changed in the last month. It's not perfect, but it's quicker. Much quicker.
- Hamza AkhtarThat's the use case it was bought for, so good. Where does it let you down?
- Aylin KayaMainly I don't know how to ask. Sometimes I get a long summary when I wanted one number. Sometimes I get nothing and I don't know if that's because there's nothing or because I asked it badly.
- Hamza AkhtarRight, that's a really common one, so let's start there. I'll share now. You should see the chat view, and I've got a merchant open that's one of our sample ones, not one of yours, so nobody panic about data.
- Aylin KayaYes, I can see it.
- Hamza AkhtarOkay. Three habits that fix most of this. One, name the thing: the merchant, the account manager, the period. Two, say what shape of answer you want: a number, a list, a short paragraph. Three, look at the sources underneath the answer. Every answer shows where it came from, and if the sources are thin, that's your 'nothing' explained.
- Jonas AlbrechtSources are the records the answer was built from, yes? Not the whole table.
- Hamza AkhtarCorrect. The specific records, with a link back to the original in the source system. So you can always check it against the real thing.
- Jonas AlbrechtGood. I never trust an answer I can't trace.
- Hamza AkhtarWhich is why you're the right admin. Aylin, over to you. Share your screen if you're happy to, or just tell me what you type and I'll watch the thing in my own view.
- Aylin KayaGive me a second. Okay, sharing. Is that coming through?
- Hamza AkhtarYes, that's you. Pick a merchant you reviewed recently and ask for what changed in the last month, but this time ask for a short list.
- Aylin KayaRight, so I asked for a list of changes in the last month for one of the larger retailers, with a one-line reason each. And, oh, that's actually what I wanted. Five lines. Chargebacks up, a change of contact at their end, a ticket about settlement timing.
- Hamza AkhtarNice. Now click the source on the settlement ticket, just to see the trail.
- Aylin KayaYes, it opens the ticket itself. So it's reading the helpdesk directly, that's not a copy someone typed.
- Hamza AkhtarIt's an indexed copy in your Snowflake account, refreshed overnight, but the link takes you to the original. Which brings me to something worth saying out loud: it's as fresh as the last nightly refresh, which finishes by seven in the morning your time on working days. So if something happened at lunchtime, the chat won't know until tomorrow.
- Aylin KayaAh. That explains one of my nothings. I asked about a call from the morning and it had no idea.
- Jonas AlbrechtThat is a schedule, not a fault. I checked the load history last week. Every run finished before seven.
- Hamza AkhtarExactly. Good, and thank you for checking. Okay, let's move to search, because it's the other half of the same thing and people forget it exists.
- Aylin KayaI did forget it exists, to be honest.
- Hamza AkhtarYou're not alone. Chat is for questions, search is for finding. If you know the document or the record is out there, search is faster and it doesn't summarise anything. Try searching for the merchant's name plus the word settlement.
- Aylin KayaOkay, it's giving me tickets, emails and a page. There are filters on the left. By type, by date, by system.
- Hamza AkhtarUse the type filter, keep only emails, and sort by date. That's the trick for a review: you get the conversation history in order, without reading the summaries.
- Aylin KayaRight, that's useful. I can see the account manager wrote to them twice and nobody replied for a few days. I would never have spotted that in the CRM.
- Hamza AkhtarThat's the value of having it in one place. Jonas, anything on search from your side? Permissions, mainly.
- Jonas AlbrechtYes. Does search respect the source permissions? If an email is restricted in the mail system, does Aylin see it here?
- Hamza AkhtarIt respects the access model that you set up at connection time, so it's the connector's scope that decides what gets in at all. If it's not in the scope you chose, it's not indexed. Anything inside the scope is visible to people who have the brain role. There's no per-record check against the source on every query.
- Jonas AlbrechtThat is a design decision I need to document. So the control is at the connector, not at the query.
- Hamza AkhtarYes. And I'd rather you hear it plainly than assume otherwise. I'll send you the page that describes it after this call, so you've got it in writing for your auditors.
- Jonas AlbrechtGood. Send it to the shared inbox, not to me alone. I don't want it living in one mailbox.
- Hamza AkhtarWill do. Next, pages. Aylin, have you made any yet?
- Aylin KayaOne. It's a sort of merchant summary, but I think I did it wrong, because it's just a block of text I pasted.
- Hamza AkhtarThat's how everyone starts. A page is a living document: you write headings and notes, but you can also drop in a live question. So instead of pasting last month's chargeback count, you put in the question, and the page re-asks it every time someone opens it.
- Aylin KayaOh. So it updates itself.
- Hamza AkhtarAfter each nightly refresh, yes. Let's make one together. New page, call it Merchant review template, and add a heading for recent changes.
- Aylin KayaOkay, I've got the heading and I inserted the question block. It's asking me which merchant. Do I have to type it every time?
- Hamza AkhtarNo, that's the nice bit. Make the merchant a variable, you'll see a little switch beside the name. Then whoever opens the page picks the merchant from a list and the whole page fills in.
- Aylin KayaRight, so one template, every merchant. That would save me, honestly, a couple of hours a week.
- Aylin KayaI've done three sections now. Recent changes, open tickets, and contacts. Do I share it with the account managers?
- Hamza AkhtarYou can. Sharing is by team, and you've got the merchant account managers in a group already, I saw it in the setup. One thing though: I'd keep your risk notes in a separate page. The account managers don't need your internal reasoning.
- Aylin KayaNo, definitely not. Good point. I'll keep the risk side on its own.
- Jonas AlbrechtCan I ask something about that. Page sharing, is it a role or an ad hoc list? I don't want people sharing pages to individuals and nobody knows who can see what.
- Hamza AkhtarBoth exist. Admin can switch off sharing to individuals and force it to teams only. I'd recommend that for you, given the regulator.
- Jonas AlbrechtThen do that. Teams only. I'll set it after the call and I'll test it before I tell anyone.
- Hamza AkhtarPerfect. Let's have a short break, five minutes. Stretch, tea, whatever.
- Aylin KayaBack. Sorry, I got pulled into a message from an account manager. Speaking of which, she's already asking if she can use the page.
- Hamza AkhtarThat's a good sign. Right, dashboards. This is the part of Growth that Starter doesn't have, and it's why I wanted Jonas here. Jonas, can you see the admin panel on your side?
- Jonas AlbrechtYes. Roles tab is open. I see brain user, brain admin, and a dashboard builder role.
- Hamza AkhtarThat's the one. Add Aylin to it. And just to be clear, you have forty licensed users on Growth, and builders count against that like anyone else, so there's no extra cost for giving the role to a couple of people.
- Jonas AlbrechtDone. Aylin, log out and back in, it needs a new session.
- Aylin KayaOkay, I'm back and there's a new tab. Dashboards. Oh, that's a lot of empty space.
- Hamza AkhtarIt is, and that's fine. A dashboard is just tiles. Each tile is a question with a chart type. Start with something you'd actually look at every Monday. What's that for you?
- Aylin KayaHonestly, merchants where chargebacks went up the most. And maybe the ones with the most open tickets. If I could see those two next to each other, I'd be happy.
- Hamza AkhtarBrilliant, that's two tiles. Add a tile, type the first question in plain words, pick a bar chart, and tell it to show the top ten.
- Aylin KayaRight, the first one worked. The second one is giving me a table instead of a chart and I can't see why.
- Hamza AkhtarProbably because the question returned names and a text field rather than a number. Rephrase it to ask for the count of open tickets per merchant.
- Aylin KayaThat's it. Bars. Oh, that's good. I can already see one merchant that's an outlier.
- Hamza AkhtarAnd that's the point. You've gone from a hunch to a chart in about ten minutes. Jonas, anything about how those tiles run?
- Jonas AlbrechtWhere do they execute? Inside our Snowflake account, or does something leave the region?
- Hamza AkhtarInside your account, in the EU region you chose. The queries run on the warehouse you assigned to the brain, so the compute cost shows up on your side, and nothing is pulled out to a different region. Your data residency stays exactly as it was set at implementation.
- Jonas AlbrechtGood. That is what I told compliance. I would not like to be wrong.
- Hamza AkhtarYou're not. Keep going, Aylin, add a third tile, something about the time to first reply on tickets, if you've got that data connected.
- Aylin KayaDone, I think. It's showing me averages by week. It looks like there was a bad week a while back.
- Hamza AkhtarClick into the bar for that week. You can drill straight into the tickets behind it.
- Aylin KayaOh, they're nearly all from the same merchant. Interesting. So that's a real thing, not just noise.
- Hamza AkhtarThat's you doing risk analysis with three clicks. I'd save this as a dashboard and call it something obvious. Then pin it to your team's start page.
- Aylin KayaCalling it Monday merchant view. Original, I know.
- Jonas AlbrechtObvious is good. Obvious is what an auditor reads.
- Hamza AkhtarQuite. Right, a few housekeeping things before we run out of time. First, questions asked. Jonas, in the admin panel there's a usage view. It shows who's asking what, and how much. It's worth a look monthly, mainly to see who's not using it yet.
- Jonas AlbrechtI have it open. The number of people using it has gone up a lot since go-live. It was basically me and one other. Now there's a handful.
- Hamza AkhtarIt's a healthy curve. And you've got room: forty licensed users, so you can onboard the whole account management team and still have space.
- Aylin KayaCan I ask, how do I get them started? Because I can show them, but I'm not a trainer.
- Hamza AkhtarI'd do exactly what we did today, in miniature. Thirty minutes, one real merchant each, and the three habits. Name the thing, say the shape, check the sources. If you like, I'll send a one-page version you can hand out.
- Aylin KayaYes please, that'd be great.
- Hamza AkhtarI'll add it to the same email as the permissions note. Second housekeeping thing: if an answer looks wrong, don't just retry. Use the flag button next to it. It comes to us with the question and the sources attached, so we can see what happened.
- Jonas AlbrechtDoes a flag open a ticket?
- Hamza AkhtarIt does, yes, under your support entitlement. For a Growth account that's the standard route, same as emailing support.
- Jonas AlbrechtGood. One thing from me. Zero tickets from us in a month. I'd like to say that's because it's working, and not because nobody knows where to ask.
- Hamza AkhtarHa. Fair. Today should help with the second half of that. And it's a good sign, honestly, with the usage going the way it has.
- Aylin KayaOne more from me, if there's time. The merchant template page. Can I schedule it, so it lands in my inbox on Monday?
- Hamza AkhtarNot as an email from the page itself, not yet. What you can do is pin the dashboard and set it as your landing page, so it's the first thing you see. If scheduled digests matter to you, tell me and I'll put it forward as a request.
- Aylin KayaLanding page is fine for now. I'll let you know if I miss the email.
- Hamza AkhtarPerfect. Let's use the last bit to practise once more without me talking. Aylin, pick a merchant you haven't looked at, and build the whole review in the template. Jonas, set the sharing to teams only while she does it, and tell me if anything surprises you.
- Aylin KayaRight, I've done it. The template filled itself in. Two sections are empty for this merchant, and I can see from the sources that it's because there are simply no tickets. So that's a real nothing.
- Hamza AkhtarExactly, and now you know the difference. Jonas?
- Jonas AlbrechtSharing is teams only. I tested it with a test account before changing anything for real. The individual share option is gone for non-admins. One small thing: the admin role can still share to individuals. I'd like that documented, not changed.
- Hamza AkhtarI'll put it in the note. That's expected behaviour, and it's sensible for an admin to keep it for break-glass cases.
- Jonas AlbrechtAgreed. Anything else is a schema change and I would rather schedule it properly.
- Hamza AkhtarUnderstood. So, to recap what I'll send. One, the page on how access is scoped at connection time. Two, the one-page guide for your account managers. Three, a short note on the admin sharing behaviour. Is that right, Jonas, anything I've missed?
- Jonas AlbrechtThat covers it. Put the shared inbox on copy.
- Aylin KayaAnd on my side, I'll run a session for the account managers next week, using the one-pager. I'll tell you how it goes.
- Hamza AkhtarBrilliant. And if they get stuck, flag it, or just email me. Elena is your customer success manager if anything's about the wider picture, but for the how-to side I'm happy to help.
- Aylin KayaGreat. Thank you, this was properly useful. I was a bit lost before, and I'm really not now.
- Hamza AkhtarThat's lovely to hear. Thanks both. I'll get those documents out by the end of the day.
- Jonas AlbrechtThanks, Hamza. Jonas out.
- Hamza AkhtarSpeak soon, both. Cheers.
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