Objection library
A normal CRM gives you a battle-card document. This library is written by your calls.
Most objection libraries are a document somebody wrote once and nobody updates. In MADDOX, the library is a set of plays — how your team actually beat a specific kind of objection — and it grows from your own calls. When a rep beats an objection the library had no answer for, their words become a draft play. Managers review drafted plays and unclassified objections in one place, Objection Insights, with how the existing plays on that kind of objection have actually performed shown beside each one. The library goes to the AI softphone, so the rep on the next call has the answer the team already found.
How it works
How a play gets into the library
Caught on a call, reviewed by a manager, delivered to the phone.
Learned from a call that worked
When a graded call shows a rep facing a real objection the library had no active answer for at that moment — and the customer’s side of the call shows it was overcome — the rep’s own words are filed as a draft play. Whether the objection was overcome is judged from what the customer said, not from what the rep claimed.
Reviewed in Objection Insights
Managers work one area with two queues: drafted plays to approve, edit or reject, and objections that did not fit any known class, to map to an existing one or raise as a new one. Beside each candidate is how the plays you already hold on that class perform, so adding a sixth answer is a decision made on evidence.
Sent to the phone, and tracked
Active plays are delivered to the AI softphone with the objection classes they answer and the other names those classes go by. When the phone reports which play it put in front of the rep, the call’s grade records that play against the objection — which is how the library learns which answers actually work.
In the product
What the engine learned, waiting for a manager.
The mechanism
What the library is, and how it stays honest
A library that adds whatever it hears fills up with noise, and one that waits for somebody to write it never grows. This one sits between the two: the calls propose, a manager decides.
A play is a rebuttal somebody actually said
Drafts come from calls where a rep spoke the answer out loud, and only from moments the grading confirmed were genuine objections. A moment ruled not to be an objection never reaches the queue, because a queue full of non-events teaches a manager to stop reading it. Each draft shows the evidence that put it there; drafts backed by a confirmed outcome sort first, and weaker ones are visible and clearly labelled rather than hidden behind a filter nobody turns on.
“Did the library have an answer?” is answered from your data
A draft is only raised when the library genuinely missed. That is worked out from your own records — whether an active play for that class of objection already existed when the objection was raised — rather than waiting for the phone to say so. A play that has been switched off is not counted as an answer.
Plays are judged by the class of objection they worked on
Every objection is filed under a class — “we already have a provider”, “too expensive”, “not the right time” — and plays are measured against the class they were used on. Beside each candidate, a manager sees the overcome rate the existing plays on that class have achieved across every occurrence your workspace holds, using the same arithmetic as the scorecards. Below a minimum number of occurrences there is no rate at all rather than a misleading one.
That measure is lifetime on purpose. “Our answer to this has never worked” is the sentence that justifies a new play, and a thirty-day window cannot say it.
Objections from meetings, filed against the deal
When a meeting is graded and the grade finds an objection, that objection is filed against the deal with the quote that grounds it, so a pricing concern raised in any meeting on the deal is on the deal’s record. This is on by default and makes no AI call of its own — it files what the grade already found. A separate pass that would read every document on a deal for objections exists in the code and ships switched off; this page does not describe it as something you get.
On the call, through the AI softphone
The AI softphone is a separate application that places the calls. It fetches the active plays with the classes they answer and every recognised alias for each class, so an objection the phone hears under a different name still finds its play. The play text goes out exactly as your team wrote it.
Recording which play was shown depends on the phone reporting it. When it does, the grade writes it against the objection; when it does not, the field stays empty rather than claiming the rep was shown nothing.
Updates to our packs reach you on their own
Coaching packs we publish can include starter plays. When we release a new version, workspaces that installed the pack are moved onto it as part of the release, with no button to remember. Anything your team has edited is respected: where an update conflicts with your changes, it waits for a person, and a play that has already been shown on a call is never deleted from under the record of that call.
Who it is for
For MSP teams who hear the same objections every week
“We already have an IT guy” has an answer somewhere on your team. This is how everybody else gets it.
- A BDR manager who wants the answers that work on the phones, not in a shared drive.
- A sales leader who wants to know which rebuttals actually move a conversation, measured rather than remembered.
- A new rep who should be able to use the team’s best answer on their first week of calls.
- An owner who wants the library to improve without anybody being assigned to maintain it.
Related
Questions
The things people actually ask.
Where do the plays come from?
From your own calls. When a rep beats a real objection the library had no answer for, their words are drafted as a play, and a manager approves, edits or rejects it in Objection Insights. Packs we publish can also include starter plays.
Who decides what goes in the library?
A manager. Drafts and unclassified objections wait in Objection Insights; nothing joins the library on its own.
How do you know a play works?
Each objection is filed under a class, and plays are measured by the overcome rate achieved on that class across every occurrence in your workspace. Whether an objection was overcome is judged from the customer’s side of the call.
Does the softphone use the library?
Yes. Active plays are delivered to the AI softphone with their classes and aliases, and when the phone reports which play it showed, the call’s grade records it.
Look at the objection your team hears most.
Then see which of your answers to it has actually worked.