FAQ
The questions that come up most, grouped by topic. Every answer links to the page with the detail.
Getting started
Section titled “Getting started”What do I need for TopClosers to work?
Section titled “What do I need for TopClosers to work?”Four things: an agency created, a sales manual uploaded with its rubric reviewed, a recorder connected per closer, and an active subscription or a running trial. With no manual there is nothing to score against, and with no recorder no calls come in. The exact order is in Step-by-step setup.
How long does setup take?
Section titled “How long does setup take?”Less than an afternoon if you have your manual to hand. What takes the time isn’t connecting anything, it is reviewing the rubric the AI proposes from your manual — and that review is what decides the quality of all the feedback afterwards. See Sales manual.
Do I have to upload calls by hand?
Section titled “Do I have to upload calls by hand?”No. Once the recorder is connected, every recording arrives on its own with its transcript and gets scored without anyone clicking anything. You only come in to read the result in Calls.
Can I bring in calls from previous days?
Section titled “Can I bring in calls from previous days?”With Fathom, yes: there is an import for the last 7 days. Bluedot has no public API, so it has no import — only what is recorded after you connect it comes in. See Fathom and Bluedot.
Can I try it without paying?
Section titled “Can I try it without paying?”Yes, there is a 15-day free trial. A card is required to start it, nothing is charged during the trial, and if you cancel before it ends you pay nothing. The details are in Plans, trial and billing.
The manual and scoring
Section titled “The manual and scoring”What are my calls scored against?
Section titled “What are my calls scored against?”Against your sales manual, not a generic template. You upload the manual as a PDF, the AI proposes a rubric with your process phases, their weights and their criteria, and you edit it until it reflects how you actually sell. See Sales manual.
Can I change the rubric later?
Section titled “Can I change the rubric later?”Yes, and manuals are versioned. Editing or regenerating the rubric doesn’t erase the phase scores you already had: older reports stay readable exactly as they were generated. See Sales manual.
What is a general section?
Section titled “What is a general section?”A standard that applies to the whole call rather than to one moment — tone, listening, control of the conversation. It is scored and weighted just like a phase. It is covered in Call analysis.
Why does a phase score 0?
Section titled “Why does a phase score 0?”Almost always because that phase didn’t happen on the call, or because its criterion is written too vaguely to be marked as met. Read the criteria in the analysis before the score: they show what was looked for. The full diagnosis is in Common issues.
Where does the overall score come from?
Section titled “Where does the overall score come from?”From each section’s score, weighted by the weight you gave it. It is not a general opinion about the call: change the weights and the score changes. See Call analysis.
Can I leave a call out of the averages?
Section titled “Can I leave a call out of the averages?”Yes. Any call can be excluded from scoring — useful for technical demos, internal meetings or five-minute follow-ups. It stops counting towards scores and rankings, but still counts for volume and cash. See Calls.
Calls and recordings
Section titled “Calls and recordings”Which recorders can I use?
Section titled “Which recorders can I use?”Fathom or Bluedot, one per closer. Each person records with a single tool: picking the second one replaces the first. Compare them in Integrations.
How long does a call take to be analysed?
Section titled “How long does a call take to be analysed?”Usually a few minutes from the moment the recorder finishes processing the transcript. If a call sits in analysis for a long time, see Common issues.
How does TopClosers know whose call it is?
Section titled “How does TopClosers know whose call it is?”By the email it was recorded with. That is why each closer’s invitation has to go to the same email they use in their recorder. If it doesn’t match, the call still arrives but waits for the owner to assign a closer. See Team.
What happens if the email doesn’t match?
Section titled “What happens if the email doesn’t match?”Nothing is lost: the recording and its transcript are stored and the call is flagged as needing attention. You assign it by hand from the list and the analysis starts on its own. See Calls.
Do I need a CRM for this to work?
Section titled “Do I need a CRM for this to work?”No. Analysis and coaching work with the recorder alone. Connecting GoHighLevel or Calendly adds appointments, attendance and outcomes around each call, but that is business context, not a requirement. See Appointments.
Why isn’t a call linked to its appointment?
Section titled “Why isn’t a call linked to its appointment?”Because the contact or the time slot didn’t line up. It doesn’t affect the score: the analysis never depends on that link, only the outcome reporting does. See Common issues.
Team and permissions
Section titled “Team and permissions”What does a closer see, and what don’t they?
Section titled “What does a closer see, and what don’t they?”They see their calls, their feedback, their coaching, their appointments and their own statistics and commissions. They don’t see the manual, the team, products, the subscription or anything belonging to their teammates. It is a product boundary, not a preference. See Team.
Can a closer see the team ranking?
Section titled “Can a closer see the team ranking?”They don’t see other closers’ calls or scores. The statistics and commissions they open are always scoped to their own. If someone needs the full view, they have to be an agency owner. See Statistics.
How many owners can an agency have?
Section titled “How many owners can an agency have?”The owner role is the one that administers: integrations, manual, team, products and subscription. If you need another person to have that full view, they have to sign in with that role; you can’t widen what a closer sees. See Team.
I invited a closer and the email never arrived
Section titled “I invited a closer and the email never arrived”Have them check spam, and check the address letter by letter. If the invitation expired or was already used, cancel it and send a new one. The steps are in Common issues.
Can I sign in without a password?
Section titled “Can I sign in without a password?”Yes, and that is the normal way: you request a sign-in link by email and you are in. The link expires in 10 minutes. If you prefer, you can set a password afterwards from your profile. See Account and support.
Billing
Section titled “Billing”Who pays, the owner or each closer?
Section titled “Who pays, the owner or each closer?”The owner. The agency runs on its owner’s plan and the whole team inherits the access; closers pay nothing and manage nothing. See Plans, trial and billing.
What happens if I have no active subscription?
Section titled “What happens if I have no active subscription?”The app stays browsable and your whole history accessible, but no new recordings or appointments come in, imports are blocked and nothing is analysed. See Plans, trial and billing.
How much does it cost?
Section titled “How much does it cost?”The price and what it includes are always on the Subscription page inside the app, with the figure and currency that apply to you. That is where to look before starting the trial or before renewing.
How do I cancel or download my invoices?
Section titled “How do I cancel or download my invoices?”From Manage → Subscription, entering the billing portal. There you change the card, download all your invoices and cancel, without writing to anyone. See Plans, trial and billing.
If I cancel, do I lose my data?
Section titled “If I cancel, do I lose my data?”No. Once the paid period ends, calls stop coming in and being analysed, but your full history — calls, analyses, coaching, commissions and statistics — stays accessible, and everything resumes if you subscribe again. See Plans, trial and billing.
Can I contact support without a subscription?
Section titled “Can I contact support without a subscription?”Yes. Support isn’t gated by plan: you can open a ticket on the Free plan too, precisely because whoever has a billing problem is the one who most needs to write. See Account and support.