AI Settings

The AI settings are organised in sections, reached from the menu on the left:

Workspace: the AI Features offered to users (assistant in interactions, email generator, automatic summary of emails and tickets) and the Company context, which the AI adds to every analysis. Only administrators can change them.
My prompts: your Prompt library, your Scheduled prompts and the Results history of their runs.

# Scheduled prompts

Some questions come back every week: "Which follow-ups should I send?", "Where should I start today?". Rather than asking them again and again, you schedule them: the AI assistant answers automatically at the key moment of the week or month, and sends the answer where you work.

A scheduled prompt automatically asks the AI assistant the same question at a regular interval, for example every Monday at 9 am, and sends you the answer.

# Creating a scheduled prompt

You can create a scheduled prompt:

From Ask AI (Voice of Customer page) or from a customer's AI assistant: click on the clock icon next to the input field to schedule the current question, or on Schedule under an answer to reuse its question.
From the AI settings: in the Scheduled prompts section, click on + New schedule.

# Configuring the schedule

The New scheduled prompt form contains the following fields:

Title: the name of the schedule, for example "Weekly churn risks".
Ask about: Voice of customer for a cross-account question on all the customers you can see, or Customer for a question about one specific customer, picked from the list.
Question: the question asked to the AI at each run (up to 4,000 characters). You can write it or pick it with the Prompts button. The question is frozen when you save, but the answer is computed on the data available at each run.
Schedule Configuration: the Timezone, the Frequency (single run, daily, weekly, monthly, quarterly or custom) then, depending on the frequency, the Days of the week and the Hour / Minutes. A summary box recaps the schedule and shows the next runs.
Answer language: My language by default, which follows your profile language at run time. You can also force French, English or Spanish.
Deliver the answer by: In-app notification, Email, Slack direct message and/or Teams direct message.
Active: enables or pauses the schedule.

Then click on Save.

Slack and Teams

Slack and Teams direct messages are only available if the matching integration is connected.

# Receiving the answer

Each run creates a new conversation, marked with a clock icon in the conversations list. The notification opens this conversation directly.

The answer is computed with your permissions at the time of the run: a restricted CSM only receives information about the customers in their portfolio. Runs use your workspace's AI credits.

# Monitoring your schedules

The Scheduled prompts section lists all your schedules with their Title, Type (Voice of customer or Customer), Frequency, Next run, Last run and Active status. The Open the conversation link under the last run opens the matching conversation.

On each row, you can:

Run the schedule now, regardless of its planning.
View its history.
Edit it.
Delete it.
Enable or pause it.

The Results history section gathers every run of your scheduled prompts: date, schedule, status, beginning of the answer and delivery channels. Filter by schedule or by status, then click on a row to read the answer, act on the suggested actions and continue the conversation.

# Limits and failures

Each user can create up to 10 scheduled prompts.
A schedule runs at most once a day.
If a run fails, you are notified and the reason appears in the schedule's history.
The schedule is paused automatically if the failure cannot resolve itself (access to the customer lost, AI feature turned off...) or after 3 consecutive failures due to a lack of AI credits. Re-enable it from the list once the issue is fixed.

# Scheduling examples

Role and need	Prompt	Ask about	Schedule	Delivery
CSM: know where to start the week	Accounts to act on this week	Voice of customer	Weekly, Monday at 8 am	In-app notification or Slack
CSM: never let a meeting slip	Meetings to recover	Voice of customer	Weekly, on Friday	In-app notification
CSM: keep your commitments	Broken promises	Voice of customer	Weekly	In-app notification
CSM: prepare a renewal	Free question, for example "What commitments have we made to this customer and where do they stand?"	Customer	Single run, one month before the agreement ends	Email
Head of CS: prepare the weekly meeting	This week's meetings recap	Voice of customer	Weekly, the day before the meeting	Email
Account Manager: secure key accounts	Accounts without a sponsor, Stakeholder changes	Voice of customer	Monthly	Email
Product Manager: prepare roadmap decisions	Most requested features	Voice of customer	Monthly, before the product committee	Email
Marketing: find customer testimonials	Reference candidates, Praise worth using	Voice of customer	Quarterly	Email
Leadership: prepare the board meeting	Churn signals, Competitors mentioned, Pricing pushback	Voice of customer	Quarterly	Email

Tip

With 10 scheduled prompts per user, start with the ones that set the pace of your week (Monday priorities, meetings to recover), then add monthly or quarterly analyses.

Interaction Settings

FAQ