CIC Assistant Rep Guide

This guide explains how to sign in, select a client, start a call, use the form, review the transcript, and use the SOP tools during a live customer conversation.

Work through the steps in order:

1. Logging In — authenticate with your CIC portal account.
2. Starting a Call — select the client and begin the call workflow.
3. Automatic Form Filling — how the assistant fills the form, and how to correct it.
4. Reviewing the Transcript — verify captured details against the conversation.
5. Chat Tab — SOP notifications and direct questions.
6. Call SOP Tab — filtered, call-specific SOP guidance.
7. Full SOP Tab — the complete SOP for reference or fallback.
8. Confirm & Submit — final review before submitting the form.