Llano Crossing Software / BG-Demo – Training
Callcompleted
Llano Crossing Software · 7 Aug 2026 14:00
Hamza Akhtar trained Kayla Ramirez and Hector Villarreal on pages, chat and search on 7 Aug 2026. They were pleased, and want two or three support leads added. No concerns were raised.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar trained Kayla Ramirez and Hector Villarreal on pages, chat and search on 7 Aug 2026. They were pleased, and want two or three support leads added. No concerns were raised.
What happened: Hamza walked Kayla and Hector through pages, chat and search on their Starter plan. A pre-built page matches high ticket volume against low product events, which Kayla said they used to do by hand.
Customer view: Kayla found the chat useful and closed with "This is really solid, cheers." Hector is the main admin.
Commercial: Adding two or three support leads fits inside the fifteen users Starter includes, so it deepens adoption rather than opening an upgrade. Hamza warned that queries joining several systems may struggle and offered a custom page.
Watch: Hector is the only admin named on the call. The evidence does not show whether the 30-day check-in or the support leads session took place.
Themes
As at Fri 9 Oct 2026Theme
Starter onboarding training
Importance
neutral
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 to arrange a short session with the support leads the following week.
- Hamza Akhtar to send the documentation and contact details to Kayla and Hector.
- Hamza Akhtar to send the calendar invite for the 30-day check-in.
Risks
As at Fri 9 Oct 2026- Hector is the only admin named, so access management rests on one person.
- Queries joining several systems may struggle, which could disappoint if expectations rise.
Opportunities
As at Fri 9 Oct 2026- Two or three support leads can be added within the fifteen users Starter includes.
- Hamza offered a custom page for more complex questions, which would deepen use.
Transcript
Hamza AkhtarRight then, everyone ready? Can you both see my screen okay?
Kayla RamirezYep, all set.
Hector VillarrealYeah, looks good.- Hamza AkhtarBrilliant. So today's session is all about getting you up and running with the brain. We're going to walk through the key features: pages, chat, search, and I want to show you how to use these to answer the specific questions you told me about. For instance, Kayla, finding customers with high ticket volume but low usage. So let me share my screen and we'll start with the home page.
- Hamza AkhtarWhat you're seeing here is the dashboard you get when you first log in. You've got connectors listed on the left: helpdesk, product data, email, and then the main area is where you can build queries or browse pre-made pages. We've pre-built a few for you based on what you said you need.
- Kayla RamirezOkay, so I just click on 'Pages' and I see those?
- Hamza AkhtarExactly. Let me click through. So this first page is 'High Risk Accounts': it pulls in ticket data from your helpdesk, cross-references it with product usage, and shows you accounts where there's a mismatch. You can see the tier_level field you told me about is there, and we've flagged any account where we're seeing five or more tickets in the last month but fewer than ten product events.
- Kayla RamirezThat's exactly what we were doing manually before. How often does this refresh?
- Hamza AkhtarThe data refreshes every night by 07:00, so it's always current as of yesterday morning. If you need intra-day updates, we can look at that, but for your use case, weekly review, overnight refresh should be fine. Hector, any questions so far?
- Hector VillarrealNope, this is making sense.
- Hamza AkhtarRight. Now, what if you want to ask it something not on a pre-built page? That's where the chat interface comes in. Let me show you. So I can click on 'Chat' here, and then I just type a question in natural language. For example: 'Show me customers who opened a ticket about billing in June'. The brain parses that against your connectors and builds the answer.
- Hamza AkhtarIt's not magic, we had to train it on your data, but it works pretty well for straightforward queries. Let me just type that in... and there you go. Billing tickets from June. You can export that, you can click through to see the actual tickets. Pretty quick, yeah?
- Kayla RamirezThat's genuinely useful. So if I want to ask it something like 'are our support ticket volumes going up or down this year', can it do that?
- Hamza AkhtarIt can, though that's a slightly more complex query because it needs to understand time trends. Let me try... so it's pulling month-on-month data for you. You're looking at roughly a twelve per cent increase in tickets from June to July, which it's flagged. You can see the visual here. It's not just a number, it's showing you the pattern.
- Hector VillarrealOkay, so what's the limit on how complex these queries can get?
- Hamza AkhtarGood question. So the brain is pretty capable, but if you're asking something that requires joining data across more than one or two systems, or doing really complex calculations, it might struggle a bit. We recommend starting with straightforward queries: single questions about a single source or two related ones: and if you find yourself wanting something more complex, just reach out to us and we can build a custom page for you.
- Kayla RamirezGot it. So we're not expected to become data engineers overnight.
- Hamza AkhtarExactly. You ask questions; we help you get the answers. Now, let me show you search. This is useful if you're looking for a specific customer or ticket. I can search for a customer by name, email, whatever, and it'll pull up all the related data from all your connectors: tickets, emails, product events. Everything in one place. Let me just search for a customer name... and there you go. All their interactions across the systems. Super useful for context.
- Kayla RamirezRight, that's a single-customer view.
- Hamza AkhtarYep. So to recap the three main ways you'll use the brain: pages for structured reporting, checking your high-risk accounts regularly; chat for ad-hoc questions...'why did this happen?'; and search for context, getting the full picture on a customer. Now, can I ask, do you want anyone else from your team trained on this? It's your Starter plan, so you've got up to fifteen users. Would you want to get a couple of admins from support involved?
- Kayla RamirezYeah, actually, I think two or three of our support leads should have access. Can we do another short session with them next week?
- Hamza AkhtarAbsolutely, happy to. I'll send you a Doodle or something, we can find a time that works. Hector, are you going to be the main admin: like, managing access and that kind of thing?
- Hector VillarrealYeah, that's on me.
- Hamza AkhtarBrilliant. So Hector, a couple of housekeeping things: make sure you've got a strong password on the account; if you need to reset someone's access, there's an admin panel where you can manage users; and if something breaks, just email me, my address is on the first page of the docs I'm about to send. Any other questions?
- Kayla RamirezI think we're good. This is really solid, cheers.
- Hector VillarrealYeah, thanks Hamza. Should be good from our end.
- Hamza AkhtarBrilliant. I'll send over all the docs and my contact info. Your 30-day check-in is scheduled, I'll be in touch with a calendar invite soon. If there's anything urgent in the meantime, just reach out. Cheers, speak soon.
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