Wave Dialer Setup, Webhook Configuration, and Internal Process Improvements - October 6, 2026

This session covered active client support cases, a Wave dialer troubleshooting resolution, webhook configuration updates for Shawn Davis, and a series of internal process improvements including new Loom tutorials, structured SOP documentation, a Notion-based call log, and a future AI knowledge bot initiative.

Key Takeaways

• Most support issues are caused by incomplete setup. When a user cannot perform a core function, always start by walking through the initial setup checklist before escalating.
• New Loom tutorials are being distributed to reflect recent system changes. A full rollout is pending two additional videos from Connor covering end-to-end list disposal.
• Formal SOPs are being built by Nosheen in priority order: Onboarding Portal → Support → New Hire Training. This reduces dependency on institutional knowledge.
• A Notion-based call log will replace DMs for tracking meeting discussions and decisions going forward.
• An AI knowledge bot is planned for future support use, but it requires structured, step-by-step documentation from the development team to function effectively.
• Tech Tuesday calls are for technical support only. Business and deal-related questions should be brought to the Wednesday 2 PM CST call.

Troubleshooting: Wave Dialer Not Working

Issue

A user (America's Best) was unable to make calls through the Wave dialer. The issue was traced to incomplete initial setup — not a system error.

Root Cause

The following required setup steps had not been completed:

• Selecting a default dialer
• Configuring the 3-dial automatic sequence
• Choosing a dialing line

Resolution Steps

1. Open the Wave dialer settings.
2. Verify that a default dialer has been selected. If not, select one.
3. Confirm the 3-dial automatic sequence is configured correctly.
4. Ensure a dialing line has been assigned.
5. Save all settings and attempt to make a call again.

Result: Completing the setup checklist immediately resolved the issue.

Support Best Practice: When a user reports being unable to make calls, the initial setup checklist should be the first place you look. The majority of dialer-related support tickets are caused by missed setup steps, not system failures.

Client Update: Shawn Davis

PPL Lead Webhook

• The webhook has been successfully configured and tested.
• Shawn will provide feedback once he begins using it in production.

New Marketing Channel Webhook

• Shawn may need a new webhook configured for an additional marketing channel.
• Action required: Submit a support ticket for this setup rather than attempting to configure it manually.
• Why this matters: GenieREI's custom configuration process prevents user errors and ensures correct data mapping. Self-configuration without guidance increases the risk of mapping mistakes.

Call Routing Reminder

• Business strategy and deal-related questions should be directed to the Wednesday 2 PM CST call.
• Tech Tuesday sessions are reserved for technical support only.

Internal Process Updates

Loom Tutorial Rollout

• Updated Loom tutorials have been created to reflect recent system changes.
• Immediate action: Nosheen to email the current tutorial set to Shawn Davis.
• Full rollout: On hold pending two additional videos from Connor covering the end-to-end list disposal process.

Structured SOP Documentation

Nosheen is leading a formal documentation initiative to reduce reliance on tribal knowledge and improve consistency across onboarding, support, and training.

Priority order:

1. Onboarding Portal
2. Support Documentation
3. New Hire Training

Notion-Based Call Log

• A structured call log in Notion will replace DMs as the official record for meeting discussions and decisions.
• Nosheen and Octavio are responsible for implementing this for all future calls.

AI Knowledge Bot (Future Initiative)

• A support-focused AI bot is planned to help answer common client questions.
• Current blocker: The bot requires structured, step-by-step written documentation (from Andrey, the developer) to be trained effectively. High-level video walkthroughs alone are not sufficient for AI to generate actionable logic.
• This initiative is dependent on the SOP documentation effort being completed first.

Action Items Summary