Smarter Answers, Easier Sharing: What’s New in Ask Spotlight

🗯️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

1. Click Ask (✦) in the WatchTower left sidebar
2. Go to Rules in the Ask Spotlight section.
3. 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.

EdgeTier will have pre-populated basic rules for every organisation to help you get started

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.
• Changes take effect for new sessions. Conversations already in progress are not retroactively updated.

✨Update 2: Share an Ask Spotlight answer with your team in one click

Useful answers from Ask Spotlight no longer have to live inside one person’s chat. You can now save any response, or the full conversation around it, as a shareable link that anyone on your team can open.

What’s new

A new Share icon appears at the end of every Ask Spotlight response. Click it and you’ll get a short modal asking for a title, a toggle for whether to include the full conversation or just the single response, and a Create Link button. The link is generated immediately and can be shared with any of your EdgeTier users.

Each session now also shows when it has one or more active shares, so you can see at a glance which of your asks are out in the wild, and disable these if necessary

If you opt to share the full conversation, any prompt in that session up to that message will be included. If you don’t , only the response you have selected share on will be available. Any future prompts in that session will never be included

Where to find it

1. Click Ask in the sidebar (the conversation/chat icon) to open Ask Spotlight
2. Send a question and wait for a response

3. A Share icon appears at the end of the response text
4. Click Share, set a title, choose whether to include the full conversation, and click Create Link
5. Copy the link from the modal and share it however you like

6. Disable the link if necessary, and re-enable from the same modal

Links are available to any user that can log into EdgeTier, and do not expire. The page link is static, and once shared, always available to the user, provided they can log into EdgeTier.

Links can be disabled. Once this happens, the link will display an empty page within EdgeTier

What this looks like in practice

• Daily standup digest. A contact centre manager asks Ask Spotlight the same daily-performance question every morning, saves each answer with a title like “Daily wins — 21 May”, and posts the link in their team channel.
• Investigation handoff. A support lead investigates a spike in cancellations using a back-and-forth conversation, then shares the full conversation (toggle on) with the agent who’ll action it, keeping the reasoning, not just the conclusion.
• Stale link cleanup. A user who shared an old report can disable the link without affecting any new shares, and re-enable it later from the same URL if it turns out to still be useful.

A few things worth knowing

• Anyone who clicks the link still needs to log into EdgeTier to view it. They land directly on a static read-only version of your report, with an info bar showing it was originally generated by you.
• Recipients see the report regardless of their own permissions, but any interactions linked from inside it still respect the recipient’s normal data-access rules. For example, a BPO user with restricted data access would only be able to view their own interactions.
• When a user is deactivated, their shared links keep working for everyone else.

🔁 Update 3: Repeat Contacts in Ask Spotlight

Repeat contact is one of the clearest signals something isn’t resolving on the first try. Before, Ask Spotlight had trouble grouping interactions by contact, so some of the insights it returned around repeat contacts were incomplete. We’ve launched new routes and tools to make it easier to measure and investigate these within Ask Spotlight.

What’s new

• Aggregate repeat interactions to an agent or tag level — see which agents or topics are generating the most repeat contact, not just individual interactions.
• Search for individual repeat contacts — look up a specific customer and see their history of repeat contact.
• Count distinct contacts — get a count of unique contacts over a period (e.g. how many unique VIPs got in touch this month), rather than just raw interaction volume.

How to find it

• You can ask about repeat contacts directly within the Ask Spotlight interface

What this looks like in practice

• A team lead pulls up repeat interactions by tag and spots that one topic is driving a disproportionate share of repeat contact, flagging it for a process fix.
• A QA analyst searches a specific repeat contact to review their full history before deciding how to handle an escalation.
• A CS manager reports on how many unique VIP contacts got in touch this month, distinct from total VIP interaction volume.

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We’re constantly improving Ask Spotlight – both adding features to improve your workflow, and expanding the agent’s capabilities. Soon, we’ll be launching Templates, a way to save and share report prompts, so they can be replicated across teams. Also, Ask Spotlight will give you better summaries of Agent strengths and opportunities to improve.

You can find our full ‘Ask Spotlight’ documentation here.

Let us know if you have any feedback! If you have questions or concerns, please reach out to your customer success contact.