Ask Spotlight is getting smarter and easier to share. Three updates are landing together.
🗯️Update 1: Ask Spotlight now remembers your organisation's context
Set your company rules once, and Ask Spotlight applies them automatically to every question, no re-briefing required.
What's new
A new Rules page in Ask Spotlight lets designated admins save company-level context that shapes every output: your company name, the topics and priorities that matter most, and any standing rules Ask Spotlight should always apply. Once saved, these rules are automatically included in every Ask Spotlight session across your organisation.
All users with Ask Spotlight access can view the current Rules. Only users with the Manage AI Rules permission can edit and save changes.
Where to find it
- Click Ask (✦) in the WatchTower left sidebar
- Go to Rules in the Ask Spotlight section.
- The Rules page shows your current company context. If you have Manage AI Rules access, you'll see an Edit button in the top-right corner.
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EdgeTier will have pre-populated basic rules for every organisation to help you get started
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What this looks like in practice
- A contact centre manager opens Rules and sets the company name, notes that the team benchmarks against CSAT and FCR, and adds three standing rules: "we operate across UK and Ireland", "peak period is Q4", "always flag agent sentiment alongside customer sentiment." Every Ask Spotlight response that follows reflects this framing automatically.
- A new analyst opens Ask Spotlight for the first time. They check the Rules page to understand what context has been set by their team. It immediately tells them how outputs are being shaped, without having to ask a colleague.
- The head of QA updates the Rules in January to add a new KPI. From the next Ask Spotlight session onwards, all outputs across the organisation incorporate the updated focus.
A few things worth knowing
- Manage AI Rules is a new permission. It needs to be assigned to the users who should be able to edit company context
- Rules apply at the organisation level. One set of rules applies to all Ask Spotlight users in your organisation.