Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts

Right now, every Ask Spotlight prompt has to spell out its own detail. Asking about a specific agent, team, or time period means typing all of that out each time, even if you’re asking a similar question five minutes later.

Variables fix that. You can now insert a variable, like an agent, tag, team, time period, or metric, directly into a prompt. It shows up as a purple pill in the text, and you can click it any time to swap it for a different value instead of retyping the question. So “Tell me the top performing agents on resolved interactions in the Ireland team” can become “Tell me the top performing agents in [Ireland team],” where that pill is one click away from becoming “Munich team” for your next question.

We filmed a ‘How-To’ video to demo the functionality for you live

Where to find it

You can add a variable to any Ask Spotlight prompt one of two ways: type @ to open a searchable dropdown at your cursor, or use the plus button in the message bar. Either way opens the same list of variable types, agents, tags, teams, time periods, metrics, and more, and picking one drops a pill into your prompt.

What this looks like in practice

Say you’re a QA lead who checks forty agent’s performance every week. Add the agent as a variable, and easily select all 40 in one go.

Or you’re comparing tags in the same group. Click once, and add every tag in one go.

A few things worth knowing

• Variables focus a prompt rather than restrict the data behind it.
• Pills show up once you submit a prompt, but they don’t carry through automatically to your next question.

If you have questions or feedback, reach out to your Customer Success contact.