Skalin documentation

AI Settings

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

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

  • From the Voice of Customer chat or from a customer's AI panel: click the clock icon next to the input box to schedule the question you are typing, or click Schedule under an answer to reuse its question.
  • From the AI settings: the Scheduled prompts section lets you create, edit, pause, delete or run your schedules right away.

For each schedule, you choose:

  • the question, which is frozen when you save it;
  • the scope: your whole portfolio (Voice of Customer) or one specific customer;
  • the frequency, at most once a day, and the time zone;
  • the delivery channels: Skalin notification, email, Slack or Teams. Slack and Teams are only available when the matching integration is connected.

# Receiving the answer

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

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

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

# Limits and failures

  • At most 10 scheduled prompts per user.
  • When a run fails, you are notified and the reason appears in the schedule's history.
  • The schedule is paused automatically when the failure cannot clear on its own (access to the customer lost, AI feature disabled…) or after 3 consecutive failures for lack of AI credits. Reactivate it from the list once the issue is fixed.
Contributors: CAMILLE_PRO\camil , Julien