Reviewing recordings is where coaching happens. This guide covers how to navigate the library, leave effective feedback, and build a rhythm that actually moves performance.
Finding Recordings
- Click Library in the left navigation
- Use filters to narrow by date, rep, team, or score range
- Sort by date, score, or rep name
- Click any recording to open the detail view
Don’t just review low scores. Mix in high-scoring recordings too — understanding what good looks like is just as important as fixing what’s broken.
The Recording Detail View
When you open a recording, you’ll see:
- Overall score — the weighted average across all scorecard steps
- Step-by-step breakdown — each step scored with an AI explanation
- Transcript — full text of the conversation, searchable
- Audio player — listen to the full recording with playback speed controls (1x, 1.5x, 2x)
Quick review flow:
- Scan the overall score and step breakdown
- Click low-scoring steps to jump to that part of the transcript
- Listen to audio for context (playback speed helps you move fast)
- Add comments on specific moments
Leaving Coaching Comments
Comments are the single most impactful thing you can do in Craft. Reps see them in their app and they make feedback specific and timely.
How to add a comment:
- Click the comment icon next to any step or transcript section
- Type your feedback
- Click Save — the rep gets notified
What makes a good comment:
| Do | Don’t |
|---|---|
| Reference the exact moment — “At 12:30 when she asked about price, you could have…” | “Work on your objection handling” |
| Note what went well alongside what to improve | Only point out negatives |
| Tell them what to do differently — “Try leading with the warranty comparison” | “This needs improvement” |
| Keep it to 1-2 sentences | Write a paragraph |
The Weekly Coaching Rhythm
The managers who get the most out of Craft follow a consistent weekly pattern:
Monday — Plan the week
- Check the heatmap: which steps are red across the team?
- Identify 1-2 coaching priorities for the week
Tuesday-Thursday — Review and comment
- Review 2-3 recordings per rep (mix of high and low scores)
- Leave specific coaching comments
- Takes 15-20 minutes per rep
Friday — Prep for 1:1s
- Pull up each rep’s score trends for the week
- Pick 1-2 specific recordings to reference in the conversation
- Note improvements to celebrate and areas to focus on next week
During 1:1s
- Reference specific recordings and comments
- Ask the rep what they noticed in their own reviews
- Set one specific goal for next week (e.g., “present financing before the customer asks about price on every appointment”)
The goal isn’t to review every recording. It’s to review enough that reps know you’re watching, and to make every piece of feedback specific and actionable. Consistency beats volume.