Glyphic Admin Onboarding Guide

Last updated: April 19, 2026

This guide walks Glyphic admins through configuring a new workspace — from connecting integrations to rolling Glyphic out to the rest of the team. Work through the steps in order; each one builds on the previous.

Before you start

Have the following ready:

  • Admin access to your CRM (HubSpot or Salesforce).
  • Admin access to your team's calendar environment (Google Workspace or Microsoft 365).
  • The list of users you want to invite, with roles.
  • Your team structure (manager → reports), so you can configure team-level visibility correctly.
  • Any internal recording / privacy policies you need to honour.

Helpful but not required:

  • The CRM fields your team actually uses (so you can decide which to map).
  • Your sales methodology (MEDDPICC, BANT, SPICED, custom) — used when defining scorecards and Custom Insights.
  • The call types you want to track (discovery, demo, kickoff, QBR, etc.).

Step 1: Familiarise yourself with the admin areas

Sign in and look at the settings you'll be touching:

  • Settings → Organizational — CRM, call recorders, recording preferences, internal/excluded domains, organizational memory, transcription vocabulary.
  • Settings → Users — invite users, assign roles and seats, set manager relationships.
  • Settings → Insights — Custom Insights and CRM field mappings.
  • Settings → Tracked Fields — CRM fields snapshotted on every call.
  • Settings → Tags — call tags and auto-tagging.
  • Settings → Coaching → Scorecards — coaching rubrics.
  • Settings → API — API keys (only if you plan to use the Glyphic API or MCP integration).

Step 2: Connect the CRM

Go to Settings → Organizational → CRM data sync and connect HubSpot or Salesforce. Then click the gear icon to open CRM Preferences.

Decide:

  • Whether Glyphic should write back call notes (HubSpot Notes / Salesforce Notes).
  • Whether to sync tasks to the CRM (see Task Sync).
  • Whether to log meetings (HubSpot) or call tasks (Salesforce) on every call.
  • Whether to create Contacts (and on Salesforce, Leads) for unknown participants.
  • Which Deal pipelines (HubSpot) Glyphic should be active on.

For Salesforce, double-check that the integration user has the field-level read/write permissions on the objects you want Glyphic to update. See Salesforce integration.

Step 3: Set domain rules

Under Settings → Organizational → Domains:

  • Add any extra Internal domains (contractors, subsidiaries) that Glyphic should treat as your team. Calls between only internal participants follow your internal-call recording rules.
  • Add any Excluded domains where Glyphic should never auto-record. Note: adding an excluded domain permanently deletes any existing call data for that domain. This cannot be undone.

See Domain Settings: Internal vs Excluded Domains.

Step 4: Set organizational recording defaults

Go to Settings → Organizational → Recording preferences. Two patterns are common:

  • External-only by default. Record external on and locked, internal off and locked. Reps cannot accidentally record internal meetings.
  • Open with sensible defaults. External on, internal off, both unlocked. Reps can opt internal coaching calls in if they want.

Decide on the audio and chat call announcement toggles, and whether internal meetings should default to private. See Recording Preferences (Organization Defaults).

Step 5: Set up users, seats, and roles

Under Settings → Users, invite users and assign:

  • Seat type — Recording or View-Only.
  • Role — Owner, Admin, User, Viewer, or Restricted.
  • Manager — drives team coaching views and the Restricted permission for coaching simulations.

See User seats and roles. Keep the number of Owners and Admins small.

If you use Okta, set up SAML SSO before inviting users — see Set up Okta SAML SSO for Glyphic.

Step 6: Configure Custom Insights

Custom Insights are the structured fields Glyphic extracts from every call. Each insight has a name, a prompt that tells Glyphic what to look for, and an optional CRM field mapping.

Start small — five to ten insights mapped to the CRM fields your team actually uses. Examples:

  • Competitors mentioned
  • Stated pain points
  • Tech stack
  • Decision criteria / timeline
  • Champion identified

For each mapped field, decide the sync behavior: overwrite, append, update-if-empty, or manual review. See Custom Insights and Inspiration for Custom Insights.

Step 7: Configure Tracked Fields

Tracked Fields snapshot existing CRM values on each call (deal stage, ARR, close date) so you can filter calls by them and see how they changed over time. See Tracked Fields.

Step 8: Set up call tags

Call tags categorize calls (Discovery, Demo, QBR, Renewal). Auto-tagging classifies calls based on content; you write a short definition for each tag so Glyphic knows what to look for. Tags drive scorecard selection and reporting.

Start with three to five tags that cover ~80 % of your team's calls. See Tags.

Step 9: Build coaching scorecards

Each scorecard is attached to one or more call tags. It contains skills (with rubrics) you want every call of that type evaluated against.

Recommended approach:

  1. Create one scorecard per call type.
  2. Use 5–7 skills per scorecard. More than ten makes it hard for reps to focus.
  3. Use 5-level rubrics with concrete descriptions of what each level looks like ("did not attempt" → "exceptional execution"). Vague rubrics produce inconsistent scoring.
  4. Keep compliance items in a separate universal scorecard, with a 2-level (pass/fail) rubric.
  5. Roll out to managers first; let them validate scoring against their own judgment for two to three weeks before showing scores to reps.

See How to use Glyphic for rep coaching.

Step 10: Configure optional integrations

Once the core CRM + calendar setup is stable, layer in:

Step 11: Run an end-to-end test

Before broad rollout, run a real meeting through the full pipeline and check:

  • Call recording and transcription quality.
  • Summary and Custom Insight extraction.
  • CRM field population and association to the correct record.
  • Call tagging and scorecard scoring.
  • Notification delivery (email and Slack).

Use a realistic call (or scripted role-play) where you deliberately mention the things you expect Glyphic to capture.

Step 12: Roll out in phases

Don't enable everyone at once:

  1. Pilot with a small group (one team or a handful of reps).
  2. Validate that calls record, CRM fields populate as expected, and the outputs are usable.
  3. Adjust Custom Insight prompts, scorecards, or sync behavior based on what you see.
  4. Expand to additional teams.

Step 13: Monitor adoption and quality

After rollout, track:

  • Calendar connection rate per user.
  • Active users and calls recorded per week.
  • CRM sync success rate.
  • Spot-check Custom Insight accuracy on a sample of calls.
  • Scorecard score distribution per scorecard.

Follow up with users who were invited but haven't connected their calendar.

Step 14: Maintain and refine

Revisit configuration periodically:

  • Remove low-value Custom Insights and tags that no one uses.
  • Update the Product Description and Organizational Memory as your product and process evolve — see Product Description vs. Organizational Memory.
  • Recalibrate scorecards as managers' expectations shift.

Troubleshooting

Calls aren't recording

  • Confirm the user has connected their calendar (red lock or red dot in Settings → Users).
  • Check the meeting includes a supported conferencing link.
  • Confirm the meeting matches the user's recording preferences (external/internal toggle, accepted-only toggle, host-only toggle).

CRM sync is failing

  • Check the integration user's field-level permissions.
  • Confirm required fields aren't blocking writeback.
  • Check the call was associated with the correct CRM record.
  • Look for conflicts with existing activity-sync processes.

Calls are duplicating in the CRM

Likely cause: another tool is also creating activity / meeting records on the same calls. Pick one source of truth and disable the other.

Custom Insights are inconsistent

  • Make the prompt more specific.
  • Use a structured (picklist) type when possible.
  • Avoid two insights that overlap in scope.

Scorecards feel off

  • Compare a sample of Glyphic scores to manager review.
  • Tighten rubric descriptions — vague descriptions produce vague scores.
  • Reduce the number of skills if reps can't action them.

Quick success checklist

  • CRM connected and writing data.
  • Users invited with the right roles and manager relationships.
  • Recording defaults set, with internal / excluded domains configured.
  • Calls recording successfully and appearing in Glyphic.
  • A focused set of Custom Insights live and syncing to CRM.
  • Scorecards configured for at least one call type.
  • Pilot users actively using prep sheets, summaries, and CRM updates.
  • Notifications configured (email and / or Slack).

If you want help reviewing your configuration before rolling out broadly, reach out at support@glyphic.ai.