Save your best Ask Spotlight questions as templates you and your team can run again

What’s new

Until now, getting a repeatable report out of Ask Spotlight meant keeping your favourite prompts somewhere else and pasting them back in each time you needed them. Templates move that workflow into Ask Spotlight.

A template is a saved Ask Spotlight prompt you can run again whenever you need it, so you get the same report structure every time without rewriting the question. Each template has:

• A name, which is also its slash command.
• A group, so related templates are filed together.
• A description of what it does.
• A sharing setting: keep it personal, or share it so anyone in your organisation with Ask Spotlight access can find and run it.

If a template needs details from you when it runs, like a team or a date range, Spotlight will ask for them.

Where to find it

Templates live under Ask Spotlight → Templates in the sidebar, organised by group. You can filter the list to show only your own.

We filmed a how-to video to walk you through the process

Creating templates

You can create a template in two ways:

1. From a chat response (recommended): open Ask Spotlight, ask a question as usual, and when you get a response you want to keep, click the new Save icon next to the Share icon. Spotlight suggests a name, and you add a group, a description and choose whether to share it. You can also use this to overwrite one of your existing templates with a newer version.

2. From the Templates page: open Ask Spotlight → Templates and click New Template in any group. Fill in the same details, plus the prompt itself. There’s built-in guidance on writing an effective prompt.

Using templates

You can run a template in two ways:

1. From the chat bar: type / followed by the template name and pick it from the list, or click + → Templates and choose one. The prompt fills into the chat bar, ready for you to add your question or send as is.
2. From the Templates page: open Ask Spotlight → Templates, select a template and click Run. Ask Spotlight opens with the prompt already filled in.

You’ll need Ask Spotlight access to use templates. Sharing a template with your organisation needs the new Share Ask Spotlight Templates permission, which is on for Full Access roles by default and can be granted to others by your admin. If you can’t see the Save icon or the Templates section, check with your admin.

What this looks like in practice

• A contact centre manager asks the same performance question every morning. They save it as a template once and use its slash command each day after that.
• An admin shares a standard team-performance template company-wide, so every team lead runs the same question with the same structure.
• QA leads can keep a useful “how did agents handle X” question as a personal template and pull it up during reviews.

Good to know

• Each template’s name is also its slash command, so names have to be unique across your organisation.
• You can edit the prompt, description and slash command of any template you’ve created.
• Shared templates follow the permissions of whoever runs them. If you can’t normally see agent-level detail, you won’t see it in someone else’s shared template either.

Coming Soon

• Send your saved reports on an automatic schedule

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