What Does AI Write into the Details Document?
Both AI helpers on the call screen write into the call's Details document: Fill in with AI can lay a new call's Details out under clear headings, and Voice note adds what you said as a dated note at the end. Whatever they write is yours to keep, change or delete before you save the call.
What does Fill in with AI write into the Details document?
When the Details card in the Fill in with AI panel is ticked, the AI rewords what you pasted or typed as a tidy layout under headings, and shows it on the Details document itself before you decide.
The AI's layout of the Details is made of:
- Headings, written as small bold labels in capitals. They are the headings your company chose. Unless your system administrator has changed them, they are, in this order: Summary, What was reported, What is asked, Access and contacts, and Other notes.
- Paragraphs and bullet points in the document's own lettering, some words in bold.
- Pictures you pasted into the Details, placed in the layout where they belong, at a reduced size; the full-size originals stay in your own notes.
Under the AI's layout comes a grey Original notes line, and under it everything you had typed or pasted, exactly as it was, with its own formatting and pictures. The Details heading reads "✦ The AI’s layout, not applied yet" while you decide.
When you select Apply with the Details card ticked, the layout stays on the Details and the heading shows Laid out by AI until you save the call. Untick the Details card, or select Discard, and the Details go back to exactly what you typed.
How do I compare the AI's layout with what I typed?
Select Show what I typed, in the Details heading or on the Details card of the Fill in with AI panel, to see the Details as you wrote them; select Show the AI’s layout to go back. The heading says What you typed or "✦ The AI’s layout, not applied yet", so you always know which one is on the paper.
Switching between the two changes nothing: both are previews on the real Details document until you select Apply or Discard. The Details stay locked meanwhile, so you cannot type into either version; clicking the paper says why in the panel.
Should I keep what I typed underneath the AI's layout?
Keep what I typed underneath, on the Details card of the Fill in with AI panel, decides what happens to your own notes when you select Apply.
- Ticked: the AI's layout goes at the top of the Details, then the Original notes line, then everything you typed or pasted, untouched. Nothing of yours is lost, and anyone reading the call later can check the AI's summary against the original e-mail.
- Unticked: only the AI's layout stays. Your original notes, and the Original notes line, are taken out of the Details when you select Apply. The paper shows that straight away, so you can see the result before applying.
Whether the tick starts on or off is set by your system administrator; you can change it on every call.
Warning: Untick Keep what I typed underneath only when you are sure. After Apply your original notes are gone from the Details, and Undo cannot bring them back. A picture the AI could not read is not in its layout either, so it goes with your notes.
Which pictures does Fill in with AI read?
Fill in with AI reads the pictures pasted into the Details as well as the words, so a photo or a screenshot that came with the customer's e-mail is part of what it reads. It reads up to eight pictures on one call. A ninth picture, or one in a format it cannot open, is not read, and the panel's first line says so, for example "Read 104 words and 2 pictures · 9 s · 1 picture could not be read".
The pictures the AI read are placed in its layout as copies, made smaller where they are large. Your own pictures are not changed: they stay full size under Original notes for as long as you keep what you typed.
The AI reads at most 100,000 characters of Details at once. Longer Details are refused with a sentence saying how long they are; shorten them, or fill the call in by hand.
What does a voice note write into the Details document?
A voice note adds two blank lines at the end of the Details, then the same dated line Note writes, starting with two asterisks and reading "New Note, Entered by", your name, the time and the date, and on the next line the words you said. It never changes what is already in the Details.
The words come back as plain sentences in the lettering of the last paragraph of the Details. A voice note does not lay anything out under headings; on a new call, select Fill in with AI after recording if you want the AI to tidy the whole Details, the note included.
Because a voice note and a typed note look the same, anyone reading the call later sees one running log of notes with who added each one and when.
Can I change what the AI wrote before I save the call?
Yes. Once you have selected Apply, or once a voice note has landed, the text in the Details is ordinary text: change a heading, delete a paragraph, add a line or fix a name exactly as you would anything you typed. Nothing is saved until you select Save call on a new call, or Save on a saved one.
The ✦ marks, Laid out by AI and the count of fields filled in by AI are only on your screen; they are never saved with the call and disappear when you save. Once saved, the call's Details are stored like any other call's: the headings, bullet points and pictures are ordinary formatting in the document.