AI Prompts

This feature is preview.

Settings | AI Prompts

AI Prompts can be created to perform an action using AI on the transcription of the call. These actions can be triggered in multiple ways:

1. Triggered manually by pressing the Generate Prompt button on the AI Prompts tab on the Call Details panel. When using this method, the response will be shown on the same panel. The response can also be shown in the call history panel if the setting Save Response to Local Call History is enabled.

2. Triggered on chat callback reminder, email callback reminder, or chat consult transfer creation. When using this method, the response will be displayed in the consult transfer chat or callback reminder. The response can also be shown in the call history panel if the setting Save Response to Local Call History is enabled.

3. Triggered automatically at end of call. When using this method, we recommend enabling the setting Save Response to Local Call History. The response will then be shown in the call history panel.

4. Triggered manually by pressing a keyboard shortcut. When using this method, the response can be shown on the Call Details panel or the call history panel (if the setting Save Response to Local Call History is enabled).

If the AI Prompt is set to display on Call Details panel, the display order of the prompts can be changed. Select a shortcut from the list and use the up or down arrow to adjust its position.

AI Prompt

Option	Description
Display Name	This display name of the AI prompt.
Description	Optional description of the AI Prompt.
Prompt	This is the prompt that will be sent to AI.
Display on Call Details	Displays this prompt as an option on the AI Prompts tab on the Call Details panel
Include as Option for Callback Reminders	Displays this prompt as an option on the chat callback reminder, email callback reminder, and chat consult transfer templates as a placeholder.
Save Response to Local Call History	Save the AI prompt response to local history. This will allow the response to be viewed in the Call History panel.
Triggers: End of Call	Triggers the AI prompt at the End of the call. When using this trigger, we recommend enabling Save Response to Local Call History setting. The response can then be viewed in the call history panel.
Triggers: Keyboard Shortcut	Triggers the AI prompt by pressing the specified keyboard shortcut. When using this method, the response can be shown on the Call Details panel or the call history panel (if the setting Save Response to Local Call History is enabled).
Triggers: Utterance	Triggers the AI prompt when a keyword is mentioned in the call. The current phrase containing the keyword and the previous ten phrases will be sent in the prompt. Each new phrase will continue to trigger the prompt until the keyword is not included in the previous 10 phrases.

Adaptive Card

Adaptive cards can be configured to be displayed as the AI prompt response.

First, the AI prompt is required to return a JSON object. See example Below:

Summarize this call and return JSON object formatted like:
{
“Summary”: “CALLSUMMARYHERE”
}

Second, the properties in the JSON object can be referenced in the adaptive card: ${PropertyName}

Adaptive cards can be designed here: https://adaptivecards.microsoft.com/designer

See example adaptive card below that can be used with the prompt above:

{
  "type": "AdaptiveCard",
  "body": [
    {
      "type": "TextBlock",
      "size": "Medium",
      "weight": "Bolder",
      "text": "Call Summary"
    },
    {
      "type": "TextBlock",
      "text": "${Summary}",
      "wrap": true
    }
  ],
  "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
  "version": "1.5"
}