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Using the AI Context Screen

The AI context screen is where the system administrator, ABM user number 1, writes the background the AI agents read about your company: who you are, what each call type means, what to know about a customer or a person, and the words a voice agent should recognise. Open the ABM Service menu and choose AI context under Administration. Only user 1 has this entry in the menu.

What is the AI context screen for?​

The AI context screen, under Administration in the ABM Service menu, holds what the AI agents are told about your company before they answer anybody. Its own subtitle says: "The background the agents read about" your company "before they answer anybody". The agents themselves are switched on, and given their people, on the AI agents screen.

  1. Open the menu with Menu on the Home screen, or Navigation menu on the Calls, Customers or Scheduler screen.
  2. Choose AI context under Administration.

The context starts empty on every site, and nothing is copied into it from anywhere else: the agents work without it, and each thing you write teaches them your company's own words and ways. Only the Call fields tab starts with something chosen. A change takes effect as soon as you save it; on the Company tab the screen says "Saved. The agents read it the next time AgentDesk asks."

Each piece of context has two parts: Instructions, plain text the agent reads exactly as typed, and Key terms, the names and words a voice agent's speech recognition should expect. See How to Write Instructions for the AI Agents and How to Add Key Terms for the AI Agents.

The screen works the same in the ABM Service desktop app. If anybody other than user 1 opens it, ABM Service shows This page is for the system administrator and the sentence "What the AI agents are told about the company is set by the system administrator, and the AI context entry is only in their menu."

What are the six tabs on the AI context screen?​

The AI context screen has six tabs across the top. Five hold context of one kind, and one chooses what Fill in with AI may fill in:

  • Company — "What every agent reads about the business before it answers anybody: who you are, how you work, and what matters when a call is logged." It opens straight on its editor, headed Company-wide.
  • Call types — "What a call of each type means here, and what to ask for. The agents read it when a caller’s call is of that type." A list of every one of your company's call types.
  • Call fields — what Fill in with AI may propose on a new call, field by field. See How to Choose Which Call Fields Fill in with AI May Propose.
  • Customers — "What to know about one customer: its sites, its people, what it usually rings about. Read when a call is logged for it." Your active customers.
  • Engineers — "Nothing reads this layer yet. It is kept for when an agent does." Your active engineers. No AI agent reads it yet, but connected AI assistants read the instructions when they suggest an engineer.
  • Internal users — "What to know about one person in the office. Fiona reads it when they are the one calling." Your ABM users.

Which agent reads each tab, and when, is on Which AI Agents Read Each Tab of AI Context?.

How do the lists on the AI context screen work?​

The Call types, Customers, Engineers and Internal users tabs of the AI context screen each start with a list. Each line shows the name, what it is (for example "Call type" and its number, a customer's code, "Engineer" and their reference, or "ABM user" and their number), and either the start of what is written with how many key terms, or "No context yet".

  • A line that has something written is marked Has context and has Open; one with nothing yet has Add. Both open the same editor in place of the list.
  • Search by name narrows the list as you type. On the Customers tab the box is Search by code or name, and the search is done as you stop typing.
  • Only those with context shows only the lines with something written.
  • The Customers tab shows active customers only, 25 at a time, with Previous and Next and a line such as "1–25 of" the total, "· active customers only".
  • Other lists show at most 200 lines at a time and then say how many more there are; narrow the search to find the rest.

From an editor, the button ← All followed by the tab's name, such as ← All call types, goes back to the list, with your search still in it. A line whose editor holds changes you have not saved is marked Unsaved changes.

What happens if I leave the AI context screen with changes not saved?​

When you leave an editor on the AI context screen by another tab, by its ← All button or by Cancel, and it holds changes you have not saved, the screen asks first, for example "The context for the company has changes that are not saved."

  • Keep editing — stay where you were, with your typing.
  • Discard — throw the changes away and go where you were going. The editor then opens as it is saved.

If you leave by the ABM Service menu instead, nothing is asked and nothing is lost: your typing is kept, and a chip such as "AI context — Company", or the name of the call type, customer or person, appears among the unsaved work chips. Click it to come back to the editor with your typing as you left it. Typing is kept only in this window: if you reload the page or close it, the browser asks first, and leaving then loses it.