Which AI Agents Read Each Tab of AI Context?
What you write on the AI context screen (menu, then AI context under Administration) is read by the agents that log calls and fill them in: Victoria and Fiona, which log calls by voice, and ABM Service AI, behind Fill in with AI and Voice note on the call screen. This page says which of them reads each tab, and when.
Which AI agents read the Company tab?
The Company tab of the AI context screen is read every time Victoria or Fiona logs a call by voice, and every time somebody uses Fill in with AI on a new call. It is the background they start from: the screen calls it "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."
- Victoria and Fiona are given the company's instructions and key terms each time they log a call by voice.
- Fill in with AI reads the company's instructions first, then each field's own instructions from the Call fields tab.
- Voice note uses the company's key terms, after the customer's, so the names in a note come out right.
The documentation agents, ABM Doc Agent and ABM Portal Doc Agent, answer from their own documentation, and Riley works on the engineers' mobile app; ABM Service does not send them the AI context.
A change reaches the agents as soon as it is saved: ABM Service reads the context afresh every time an agent asks for it. After saving the Company tab the screen says "Saved. The agents read it the next time AgentDesk asks."
When is a call type's AI context read?
A call type's context, written on the Call types tab of the AI context screen, goes with that call type wherever an agent offers or chooses it. The screen says: "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."
- Victoria and Fiona are given each call type they may offer with its instructions and key terms, so they can choose the right type from what the caller says and ask what that type needs. Fiona offers the types ticked for her on the AI agents screen; Victoria offers the types each customer's portal sign-in may use.
- Fill in with AI chooses a new call's Type by these same instructions: the Type line on the Call fields tab says "Chooses with each type's own instructions, on the Call types tab:" and how many of your types have some.
So a call type with nothing written is offered and chosen by its name alone. Writing a line for the types that are easily confused, such as two kinds of fault, is where it helps most.
When is a customer's AI context read?
A customer's context, written on the Customers tab of the AI context screen, is read whenever a call is being logged for that customer. The screen says: "What to know about one customer: its sites, its people, what it usually rings about. Read when a call is logged for it."
- Victoria is given it for the account the customer is logging a call on.
- Fiona is given it for the customer on screen when the member of staff started the voice call.
- Fill in with AI reads it with the company's when the new call already has its customer chosen.
- Voice note puts the customer's key terms first and the company's after them, so the names of a customer's own sites and people come out right. At most 50 key terms are used in all, so a long company list never crowds the customer's out.
Only active customers are listed on the tab.
Who reads the Engineers and Internal users tabs?
No AI agent reads the Engineers tab of the AI context screen yet, and the screen says "Nothing reads this layer yet. It is kept for when an agent does." But people's connected AI assistants, their own ChatGPT or Claude, already read each engineer's instructions there when they suggest who could do a job, beside the call type's and the customer's. The engineers' key terms are not used.
The Internal users tab holds what to know about one person in the office. The screen says: "Fiona reads it when they are the one calling." In fact, a person's instructions and key terms are given to Victoria and Fiona only when that person is ticked as one of their Follow-up users on the AI agents screen, the people they may name to follow a call up; somebody calling Fiona does not, by that alone, have theirs read.