AskAI: Create AI Prompts for Call Insights

What It Does

AskAI lets you create saved AI prompts that analyze activity text and store the answer in a field for reporting. You can use AskAI to summarize calls, score leads, classify outcomes, review agent performance, or capture other details from conversations.

The AskAI page lets you manage reusable prompts without building each one directly inside a trigger. You can run a saved AskAI prompt automatically after transcription, run it only when filters match, or use it from other workflows.

Prerequisites

• Your CTM plan must include AskAI.
• You must be an account owner to create or edit account-level AskAIs.
• You must be an agency owner to create or edit agency-level AskAIs.
• For phone calls, transcription must be enabled for the call settings you want AskAI to analyze. Go to Numbers > Call Settings to enable transcriptions.
• You need a field where CTM can store the AskAI answer. You can select an existing writable field or use a preset that creates a required custom field.

How To Use It

1. Go to AI Tools > AI Insights > AskAI.
2. Click New AskAI. If no AskAIs exist yet, CTM opens the new AskAI form automatically.

3. In Name & Instructions, enter a Name.

   

4. Enter an optional Description to help your team identify the AskAI later.

   

5. In Instructions, describe the task AskAI should perform.

   

6. Choose an Assign To Field value. CTM stores the main AskAI answer in this field.

   

7. Optional: choose a prebuilt prompt from the right side of the page. CTM applies the prompt, suggested field, and related settings to the form.

   

8. Click Save Changes.

Configure When AskAI Runs

1. Open Workflow Runtime.

   

2. Choose one run option:
   • Run Always: runs this AskAI for every completed transcription.
   • Run With Filters: runs this AskAI only for matching activities.
   • Workflow Only: does not auto-run. You can still use this AskAI from workflows.
3. If you choose Run With Filters, use Workflow Rules to define which activities should run the AskAI.
4. Use Trigger for all Activities to run across all eligible activities, or choose specific tracking numbers or accounts.
5. Click Save Changes.

Adjust Model Preferences

1. Open Model Preferences.

2. Choose the AskAI model option that fits your use case.

   

3. Set Conversation Scope
   
   • All Dialog: AskAI analyzes the entire conversation, including both the contact and agent sides of the interaction.
   • Contact Side: AskAI analyzes only what the contact/customer said during the conversation.
   • Agent Side: AskAI analyzes only what the agent said during the conversation.

4. Use Normalize Speaker Labels if you want CTM to replace participant names with “Customer” and “Agent” before AskAI reviews the text.

   

5. Use Do Not Refine Output if you want CTM to store the raw AI answer without field-type cleanup.

   

6. Use Exclude Conversation Text only when your prompt should use activity fields or prompt text instead of the conversation transcript.

   

7. Click Save Changes.

Test a Saved AskAI

The Testing tab appears after you save the AskAI.

1. Open Testing.
2. Select an activity.
3. Review the transcription preview.
4. Click Test Prompt.
5. Review the result.
6. Adjust the instructions or settings if needed, then click Save Changes.

Key Capabilities

Saved AskAI Prompts

You can create more than one AskAI prompt and reuse each one across workflows. This keeps common prompts, fields, and model settings in one place.

Prebuilt Prompt Options

The new page includes prebuilt prompts for common use cases, such as agent performance scoring, call outcome, call summary, lead scoring, qualified lead, and spoken referral source. Some presets may ask to create required custom fields before they can be used.

Account and Agency Scope

Account AskAIs stay in the current account. Agency AskAIs can be used across accounts in the agency when you have agency owner access.

Workflow Runtime Options

AskAI can run automatically after transcription, run only when workflow filters match, or stay available for workflow use only. This lets your team control when AI analysis happens and where results are saved.

Frequently Asked Questions

Does AskAI replace triggers?

No. AskAI now lets you save reusable prompts outside of the trigger setup flow. You can still use saved AskAIs from workflows, and the AskAI Triggers button opens the trigger-based setup page.

Where does the AskAI answer appear?

CTM stores the main answer in the field you choose under Assign To Field. If you assign the answer to a custom field, you can use that field for reporting and filtering.

Does AskAI need transcription?

For phone calls, yes. AskAI needs transcription text to analyze the conversation unless you intentionally exclude conversation text and build the prompt from other activity fields.

Is there a charge to use AskAI?

Yes. AskAI usage is billed when an AskAI action runs. Check your CTM plan and billing settings for your account’s current AskAI rates.