Skip to main content

How to Choose Which Call Fields Fill in with AI May Propose

Fill in with AI, on a new call's screen, reads the details and proposes values for the call's fields. The Call fields tab of the AI context screen decides which fields it may propose, one switch per field. Open the menu, choose AI context under Administration, and choose the Call fields tab. Fill in with AI works only once ABM Service AI is set up on the AI agents screen.

How do I let Fill in with AI propose a field?​

Turn on the field's switch on the Call fields tab of the AI context screen. The switch saves as you press it; there is no Save button for it.

  1. Open the menu and choose AI context under Administration.
  2. Choose the Call fields tab.
  3. Find the field, typing part of its name in Search by name if the list is long.
  4. Turn on the switch AI proposes it on the field's line.

The screen then says, for example, "The AI proposes Priority now." Turning the switch off says the AI "leaves" the field "alone now." The next Fill in with AI on a new call follows the change.

The top of the tab says: "What Fill in with AI may propose on a new call, and how it should choose each. It reads the Company tab first, as every agent does; for the type it reads the Call types tab." Under it, a count such as "3 of" the number of fields "switched on." Only those switched on narrows the list to the fields that are on.

Each field's line shows its name, what kind of field it is, and a second line: "Off.", "No instructions: the AI goes by the field’s name.", or the start of the instructions you wrote for it. Small labels show Has instructions, how many choices have a meaning, and only when empty when the AI is told to leave a filled field alone. Open opens the field's own settings: see How to Tell the AI How to Fill In a Call Field.

Which fields are on the Call fields tab, and which start switched on?​

The Call fields tab of the AI context screen lists every field a new call has that the AI could sensibly fill in, in two groups:

  • Every call has these — Comment, Type, Details, Charge, Job group, Customer ref, P.O. number, and Priority, Job status, Work type and Cost centre. A drop-down is listed only when your company has choices for it, as on the call screen, and Job group offers only your active job groups.
  • Your custom fields on calls — every custom field your company has on its calls, in the order your company set them up. "A custom field added to your calls appears here by itself, switched off."

On a new site, three fields are switched on and the rest are off: Comment, Type and Details, the things Fill in with AI is mainly for. Switch the rest on as you need them.

The Details line's switch reads AI lays it out: the AI does not replace the details, it lays them out under headings. The customer, its contact, the address, the date, the status and the follow-up are not on the list, so Fill in with AI never proposes them.

Why can't I switch a field on for Fill in with AI?​

A field on the Call fields tab of the AI context screen that can never be offered says why on its line and shows Not offered, with no switch and no Open:

  • "A photo cannot be filled in from text." — a custom field that holds a picture.
  • "It has" the number of "choices; the AI can be given at most 300." — a drop-down with more than 300 choices.

A switch that will not turn on says why under its line:

  • "60 fields are switched on already, the most the AI can be given on one call. Switch one off first." — at most 60 fields can be switched on at once. Details does not count towards them.

Switching a field off is never refused. A custom field deleted from your calls disappears from the list, and frees its place if it was switched on.

How does Fill in with AI choose a new call's type?​

The Type line on the Call fields tab of the AI context screen has no settings of its own. It shows how many call types your company has, and "Chooses with each type's own instructions, on the Call types tab:" followed by how many of your types have some. Its button, Call types ›, takes you to the Call types tab of the same screen.

So to help Fill in with AI pick the right type, write a line for each type on the Call types tab saying what that type means at your company: see How to Write Instructions for the AI Agents. The same instructions help Victoria and Fiona choose a type on a voice call. The Type switch itself, AI proposes it, decides whether Fill in with AI proposes a type at all.