The AI Overview Configuration section allows administrators to customize the AI-generated overview that is automatically created for each call recording.
Administrators can create custom sections with prompts and instructions that guide how call summaries, notes, scorecards, follow up content, and analysis are generated.
Configurations can be applied globally across all calls or targeted to specific sites or departments using optional conditions.
Accessing AI Overview Configuration
- Select Settings from the left sidebar
- Select AI Overview Configuration
The AI Overview Configuration page allows administrators to create, edit, reorder, and manage AI-generated overview sections for call recordings.
Administrators can customize prompts and settings, enable or disable sections, reorder sections using drag handles, and apply sections globally or to specific sites or departments using conditions.
The order shown in the configuration list controls the order sections appear within the AI Overview.
Example Use Cases
- Structured call summaries and action items
- Coaching, QA, and technician performance scoring
- Customer concern, frustration, or escalation tracking
- Sales objection and conversation analysis
Creating or Editing Sections
Select + New Section to create a section or select an existing section to edit it.
Nickname
The Nickname is an internal label used to organize sections within the configuration interface.
Examples: Call Summary, Support QA, Sales Objections
AI Prompt
The AI Prompt contains the instructions the AI follows when generating content for that section, including summaries, scorecards, action items, coaching feedback, and timestamp references from the recording or transcript.
Examples:
- “Summarize the key points discussed during this call.”
- “Identify customer objections and include timestamps.”
- “Score the technician on communication and ownership.”
- “List unresolved issues and next steps.”
Status
The Active checkbox controls whether the section is enabled. Disabled sections remain saved but are not applied to calls.
Conditions
Conditions allow sections to apply only to specific calls, sites, or departments instead of all calls. This allows organizations to create targeted AI overviews tailored to different workflows and teams.
Common examples include:
- Sales specific scorecards
- Support troubleshooting summaries
- Site specific coaching notes
- Department based escalation tracking
Best Practices
- Keep prompts focused and specific
- Create separate sections for different objectives
- Use concise instructions for more consistent results
- Include desired behaviors or workflows in prompts
- Test and refine prompts over time
- Use conditions to avoid unrelated sections appearing on calls
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