Moments for Members Coach FAQ

• What is Moments for Members? How does it differ from what I see?
• What will my members see in Moments? Can they edit/chat like I can? What is the member experience?
• What else you need to know about how Moments works for members:
• What do I need I need to know about the Member Experience:
• What is the difference between all of the Moments artifacts?
• Should I still share summaries?
• Is this confidential? Can my members' employers access? What about their transcripts?
• Can my member use Moments for some sessions but not others?
• Do I have to do anything differently in my sessions?
• How should I explain Moments to a member?
• What should I do if my member has questions about Moments and I’m unsure how to answer?
• How will my members access their transcripts moving forward?
• What future Moments features will be rolled out to members?
• Can Mento see these? Will Mento use these in any way?
• What did members say when seeing this?

What is Moments for Members? How does it differ from what I see?

Moments for Members is a member-facing extension of Moments designed to help members get more from their coaching.

After a transcribed session, Moments helps the member revisit what mattered, retain important insights, apply the conversation in their work, and prepare for what they may want to explore next. To start, we’re launching with two artifact for Members:

• Session Reflection: Synthesizes key insights from the session, retains important insights and captures next steps.
• Session Prep: the TL;DR of what happened last session + topics to explore based on the previous session. This will only pull ideas from the most recent session.

It serves a different purpose from the Moments experience you use as a coach:

• Moments for coaches helps you reflect on how you coached, develop your craft, and take admin work off your plate (like note taking).
• Moments for Members helps the member reflect on their own learning, decisions, patterns, and next steps. A tool to help them grow between sessions.

Members will not see your coach reflections, chem call reflections, or session summaries. Sessions summaries should still be shared by a coach to a member if they’d like to be shared.

What will my members see in Moments? Can they edit/chat like I can? What is the member experience?

Moments has been integrated directly into the Mento platform, so that Members only need to log-in to the Mento Platform at app.mento.co to be able to see their own Moments artifacts.

At launch, when members log-in, they’ll be able to see:

• Session reflections: for eligible transcribed sessions, focused on what mattered and what to pick up next time
• Session prep: will be made available to members ahead of the next session.
• Access transcripts: Transcripts will no longer be shared to their company drive or email. All Moments documents and transcripts will be available only on the Mento platform.

What else you need to know about how Moments works for members:

• Save highlights and notes: they’ll be able to make highlights and notes on their reflections and preps, and access those saved highlights and notes
• Give Feedback on the artifact - similar to the coach experience, they can give a thumbs up/down
• They cannot edit or chat (yet) with it the way you can in your Moments today — this first release is intentionally lightweight.
• They cannot share with you: they will also not be able to share with you, yet, but we anticipate this will be a requested feature. 🙂

What do I need I need to know about the Member Experience:

Members will be notified via email when their reflections and preps are ready:

• After a session: members will receive an email when their reflection is ready. To access the reflection, the member will need to log-into the Moments app to view. This is an intentional design choice as we heard from members and coaches that there were privacy concerns about insights.
• Before a session: A day (24 hours) before the session, members will receive an email notifying them that a session prep is available. Like the reflection, members will need to log-in to the Mento app to view the prep.

One slight change:

Members will no longer receive Gemini transcript emails. However, they will be able to access transcripts directly on the platform. We did this for two reasons:

• Address member privacy concerns: Emails with transcripts can be accessible by their employer.
• Streamline experience: There’s concern about the number of emails members (and coaches receive) following a session. Now, we can streamline the experience.

Coaches will continue to receive Gemini transcript emails.

What is the difference between all of the Moments artifacts?

Should I still share summaries?

If sharing summaries is part of your process - please continue to do so.

In addition to being accessible via email, they’ll now be viewable from the Mento App. Members will still be able to see summaries you share as well as their own, private session reflections.

However, our goal is to reduce your admin, and while session summaries provide a synthesis of what happened in the session, member reflections might also cover some similar territory though with a sharper focus on helping the member make meaning from the session.

Here’s the difference in content:

Is this confidential? Can my members' employers access? What about their transcripts?

Reflections and session preps are completely private to the member, and in good news transcripts will now be private as well as they’ll now live only on the Mento platform rather than in their Google Workspace or an email inbox. Employers will not have access. The goal is this resolves the primary confidentiality and privacy concerns of your members.

Can my member use Moments for some sessions but not others?

Yes. Reflections are generated per transcribed session, so it follows whatever you and your member transcribe. Members can opt out of reflections entirely — either in-product or just by telling us (or you can loop in concierge@mento.co) and we'll remove them.

Do I have to do anything differently in my sessions?

Keep coaching the way you coach! The only change is that members will now receive a reflection and prep will appear in their Mento app after a transcribed session along with an email notification. You don't generate it, gate it, or manage it.

Moments is intended to support the coaching relationship, not direct it. The member may arrive with a clearer memory of the prior conversation or a topic surfaced by their session prep, but they remain free to bring whatever feels most important in the moment.

A simple check-in can be useful:

“Did anything from your Moments reflection feel important to carry into today?”

There is no expectation that you review the artifact with them or treat its interpretation as authoritative.

How should I explain Moments to a member?

You can say:

After our transcribed sessions, you’ll now receive two “artifacts” that’s intended to help you get deeper value from our coaching together. These are completely private to you, and will be sent to you via email and accessible on the Mento app. Session Reflections will be sent to you after a session. It is designed to help you hold onto what mattered, apply the conversation between sessions, and keep track of our commitments. Session Prep: You’ll receive some ideas for conversations worth exploring based on our most recent session before our upcoming session. I won’t see your reflection, but you’re welcome to bring anything from it into our sessions. Session transcripts will now also be available in the Mento app, and no longer shared to your drive workspace or email.

What should I do if my member has questions about Moments and I’m unsure how to answer?

Add concierge@mento.co to an email thread with your member and we'll follow up directly with answers. You should never feel on the hook to explain the product.

How will my members access their transcripts moving forward?

Members will be able to access as well as copy and paste their transcripts on the platform if they want to copy and paste into their LLM of choice! Transcripts will be accessible via the Session Reflection and Past Session page on the platform.

What future Moments features will be rolled out to members?

We're starting deliberately small to make sure members find real value first. The most-requested next artifact — from both coaches and members — is arcs, so a member can see their progress over time. We'll confirm the rest with your input over the coming weeks.

We’re intentionally & carefully starting limited in scope. Our goal is to preserve the coaching experience at Mento, and view this a targeted experiment to ensure that members are finding the intended value from Moments. We’ll be keen to hear from members directly, and from all of you. We’ll be reaching out in the coming weeks to check in.

Can Mento see these? Will Mento use these in any way?

Reflections and preps are your member's private artifact, and are not individually accessible by Mento. We do not train our models on their data. We also have in place contracts with all of our B2B customers that provide data protections. Nothing is changing from the original transcription. Moments artifacts are generated from the existing, recorded transcripts, and we hope that this will provide members additional value and get more from their coaching based on a behavior they’re already engaging in with you!

What did members say when seeing this?

They liked it more than they expected to. Most assumed they were about to get a standard AI summary, and said so out loud before it loaded. Then:

"It goes far beyond the transcript to the actual meaning behind it." - VP of marketing

"It makes me actually want to read it, because it's not just a summary." - Finance manager

"It was actually spot on. It reminded me of things I forgot we talked about." - Engineering leader

"I look at Gemini all the time and I feel like Gemini doesn't necessarily always get me." - Lead data scientist