How to Give High-Quality Feedback in Lace

Last updated: August 25, 2025

Our goal: 95%+ accuracy with minimal manual edits. Use the right feedback path depending on the situation.

1. Portal Overrides (Preferred)

When to use:

  • Call marked Qualified/Not Qualified incorrectly.

  • Wrong Booking status.

  • Playbook scoring/tag misapplied.

  • One-off exceptions that don’t need a global rule.

How:

  1. Open call → click Edit.

  2. Update the outcome.

  3. Leave a short comment with:

    • What happened (wrong label/decision).

    • Desired outcome (correct label/decision).

    • Quick “why” if applicable.

  4. Save.

⚡ This is the fastest way to correct accuracy without needing support.
We have visibility over this feedback and we constantly monitor it for our models

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2. Submitting Patterns & Themes (Support Request)

Best for recurring issues across multiple calls.

When to use:

  • Systematically over/under qualifying.

  • Playbook step detection is off.

  • Routing between playbooks needs adjusting.

  • Alerts or scoring rules aren’t behaving.

How:
Group calls into a theme and share with Lace Support.

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Example feedback

Call IDs

Current

Desired

Description

a4d9f81c2b6e7d3f

e2c1f6a7b8d9e5c4

f7b3a2c9e6d1f8b0

c5e8a7b1d9f2c3e6

qualified

unqualified

called client to let them know that the consultant was running behind for an existing appointment.

c4a7f2d9b6e1c5f8

d8f3c1a6b9e2f7c4

b9e6f2a1c4d8b7e3

service details fail

service details pass

We need to remove the portion of the playbook that states: the quote would be valid for 30 days, which is a critical part of the Selling the value of the visit phase.


What to include:

  • Theme name: short + descriptive.

  • Scope: global or limited (playbook, team, location, inbound/outbound).

  • Desired outcome: how Lace should behave.

  • Why: your team’s rule/policy.

  • Hints/phrases: exact words that indicate this case.

  • Examples: 2–5 call IDs.

  • Tag vs. Playbook: decide if it’s for coaching/filtering (Tag) or scoring/evaluation (Playbook).

  • (Optional) Alerts: condition + recipient emails.

Quick Rules of Thumb

  • ✅ Override in-app → one-off fixes.

  • ✅ Submit theme request → recurring patterns.

  • ❌ Avoid requesting global changes for edge cases.

👉 Use overrides for one-offs and support requests for patterns. Together, they drive Lace toward 95%+ accuracy quickly and reliably.