Living Messaging Doc — AI Voice-of-Customer Messaging | Town

Living Messaging Doc

The Living Messaging Doc is a routine your Townie AI assistant runs after customer and prospect calls: it reads each transcript for the jobs, pains, objections, and exact phrases customers voice, then updates a per-segment messaging doc — every insight attributed, every quote kept verbatim.

To: your Townie
Subject: Create me a Living Messaging Doc routine
Sent when you sign up — works as-is, or edit anything.

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See it work: a call becomes sharper messaging

Update my positioning docs with the words customers use

After each customer call, pulls the voice-of-customer signal from the transcript and folds it into the right segment's messaging doc.

Trigger After each customer call

Tools and actions

Spot customer calls
Read the transcript
Sort into the right segment
Update the segment doc

Prompt
After each customer call, pull the jobs, pains, objections, and exact quotes from the transcript, and merge them into that segment's messaging doc — quotes verbatim, every insight attributed.

Messaging Update — Ops Leaders

Messaging doc updated: Ops Leaders
Your Townie
l You two calls mined today — here's what moved into your Ops Leaders doc.

Recurring objection: 💬 "another tool to babysit"

Third buyer this month to use those words about onboarding. Promoted from observed to recurring, with quotes from Dana (Acme, Mar 12) and Priya (Fairway, today) linked to the call notes.

What landed: ✅ the audit-trail line

"Finally, an audit trail my compliance lead will accept" — kept verbatim from today's Northwind call. Two setup gripes went to the product-feedback lane, not your messaging.

Quotes stay verbatim and attributed — never invented.

How this routine works

Works with

  1. It runs when a call wraps

As soon as a customer or prospect call's transcript is ready, your Townie decides whether it's worth mining — internal meetings and logistics calls get skipped, and a nightly sweep catches anything missed.

  1. It reads for voice-of-customer signal

Jobs, pains, objections, the exact words buyers use, and which of your messages landed — sorted into the right segment, with product feedback logged in its own lane.

  1. Your messaging doc stays alive

Each segment's doc absorbs the new evidence: recurring themes harden into confident statements, single calls stay marked as observed, and you get a short recap of what changed.

Living Messaging Doc FAQ

What does the Living Messaging Doc routine do?
It's a routine your Townie AI assistant runs after customer and prospect calls: it reads the transcript for the jobs, pains, objections, and exact phrases customers voice, then updates a living messaging doc for that segment — quotes verbatim, every insight attributed to who said it and when. You set it up once by describing it; the message on this page is that description.

Will it write to my CRM or anywhere outside my docs?
Not without asking. It updates your internal messaging docs on its own; anything outside them — like tagging a contact's persona in your CRM — waits for your approval. Read more in our security overview.

Will it put words in my customers' mouths?
No. Quotes are kept short and faithful, never invented or paraphrased. And one call is evidence, not gospel — single-call claims stay framed as observed until repeated signal across calls hardens them.

I already have a messaging doc. Will it respect my structure?
Yes — it asks up front for your segment list and the section format you already use, then inherits that structure instead of reinventing it. New learning merges into what's there rather than duplicating it.

What tools does it need?
A meeting-notes source for call transcripts, somewhere your docs live (like Google Drive or Notion), and optionally your CRM for matching people to segments. Your assistant adapts the routine to whatever you've connected.