How to Fill In a New Call with AI
Fill in with AI reads the Details of a new call and proposes the Comment, the Type, the other fields your company chose, and a tidy layout of the Details. It is in the heading of the Details document on the New call screen, and nothing it proposes reaches the call until you select Apply.
How do I fill in a new call with AI?
Paste the customer's e-mail into the Details of the new call, or type what they told you, then select Fill in with AI in the Details heading. The AI's panel opens beside the Details; check its proposals and select Apply.
- Select New Call on the Calls list, or Log a call on Home or a customer's screen, and choose the customer.
- Paste the e-mail into the Details document, or type the notes. Pictures pasted into the Details are read too.
- Select Fill in with AI in the heading of the Details document.
- Wait while the panel says Reading the details…, usually under ten seconds.
- Check each card in the The AI proposes panel, and untick any proposal you do not want.
- Select Apply at the foot of the panel (it reads, for example, Apply 3 changes).
- Check the form, then select Save call at the top right of the call screen.
Choosing the customer first helps: the AI is then also given what your system administrator has written about that customer for it, such as the names of their sites and people. If the Details are empty, the button does not ask the AI anything and the heading says "Type or paste something into the details first."
What happens while the AI is reading the details?
As soon as you select Fill in with AI, its panel opens beside the Details with the heading Reading the details…, the line "Reading the details and the fields your company chose", the seconds counting, and Cancel. The button itself reads Reading….
While the AI reads, the Details document and every field the AI may change are locked, so the answer cannot be about words that changed in the meantime. The panel says "The details and the fields it may change are locked until it answers — usually under ten seconds. Everything else on the call is yours to use." Clicking a locked field says "Locked while the AI reads the details. Cancel to change it now." You can still pick the customer, type the contact's details or change any field the AI is not using.
Save call is unavailable while the AI reads; its tooltip says "The AI is reading the details — wait for its proposals, or Cancel."
Select Cancel in the panel, or the × at its top right, to stop: the locks come off at once, and an answer that arrives afterwards is thrown away. Nothing on the call changes.
If you change the Charge, Job group, Follow up or Cost centre while the AI reads (when they are not locked), your change is kept even when you then apply a proposed Type, although picking a type by hand would replace them with the type's own.
What does each proposal card in the Fill in with AI panel show?
When the AI answers, the panel's heading becomes The AI proposes. Under it a line says what was read and how long it took, for example "Read 104 words and 1 picture · 8 s", and any pictures that could not be read. Then comes one card for each field the AI proposes, ticked to start with, in the order your company listed the fields.
Each card in the The AI proposes panel shows:
- The field's name, which you can select to see the field on the form (Show me the field).
- A tag: new when the field was empty, changed when it held something, laid out for the Details, and custom field for one of your company's own fields.
- What the field holds now, then an arrow, then what the AI proposes. An empty field shows as "empty".
- Why, in one line: the AI's reason for the value.
- Where the field is, when your form does not show it: "Not on this layout: it is on the Analysis section." or "Not on this layout. It is saved with the call all the same."
Under the cards, "Also read, and left as they are:" names the fields the AI looked at and chose not to change. If it proposes nothing at all, the panel says "The AI found nothing to change in what was typed." and offers only Close.
The Details card is different: it says how the AI laid the Details out, for example "Laid out under 4 headings", with the headings' names, and has Keep what I typed underneath. What the AI writes into the Details has a page of its own.
How do I accept some of the AI's proposals and not others?
Untick the cards you do not want in the The AI proposes panel, then select Apply. Only the ticked proposals are applied; the unticked fields keep what they held, except that a ticked Type still sets the fields that come with a type, below.
While the panel is open, the call screen's form already shows each ticked proposal in its field, marked with a ✦ (a small star), exactly as Apply would leave it. Untick a card and its field goes back to what it held, so you can compare. The proposed Type brings its own Charge, Job group, Follow up and Cost centre with it, as when you pick a type by hand; if the AI also proposes a Charge, Job group or Cost centre, its proposal wins over the type's default.
- All, at the top of the panel when there is more than one card, ticks or unticks every card at once.
- Apply counts the ticked cards, for example Apply 2 changes; with nothing ticked it reads Nothing ticked and cannot be selected.
- Discard closes the panel and changes nothing.
The fields with a card stay locked, ticked or not, until you select Apply or Discard. Clicking one says "Locked while you check the AI’s proposals: Apply or Discard first." and makes its card flash in the panel. Save call waits too, with the tooltip "Apply or Discard the AI’s proposals first."
What does Show me the field do in the Fill in with AI panel?
Select a card's field name in the The AI proposes panel (its tooltip is Show me the field) to see that field on the call screen's form. ABM Service scrolls the form to it and makes it flash; if the field is on another tab of your form, that tab opens. For the Comment, it shows the comment line above the Details; for the Details card, the Details document.
It helps when the form is long, or when a proposal is for a field you rarely use. A field that is not on your layout at all cannot be shown; its card says where it is instead.
What happens when I select Apply or Discard?
Apply puts every ticked proposal into its field and closes the panel. The type is applied first, as if you had picked it by hand, then the other proposals over it. Each field the AI filled shows a ✦ mark until you change it or save the call, and the Details heading shows how many fields were filled, for example "2 filled in by AI", and "Laid out by AI" when the Details card was ticked.
A proposal for a field you changed after selecting Fill in with AI is not applied: that value is yours.
Discard, or the × at the panel's top right, closes the panel and leaves the call exactly as you typed it: the Details as you wrote them and every field as it was.
Either way, the call is not saved yet. Check the form, change anything you like, and select Save call.
Note: When the AI laid out the Details, Apply and Discard both clear the Details document's undo history, so Undo, or pressing Ctrl and Z together (Ctrl+Z), cannot step back past that moment, not even into your own typing from before.
What if the Fill in with AI panel says something went wrong?
If the AI cannot answer, the panel's heading reads Fill in with AI and it says why in a sentence, with Try again and Close. Nothing on the call has changed and the locks are off. For example:
- "The AI took too long to answer. Try again in a moment."
- "Too many requests in the last minute. Wait a moment and try again."
- "The AI is not available just now. Try again in a moment."
Select Try again to ask again, or Close to carry on without the AI and fill the call in by hand. A sentence that names your administrator is something only they can put right.