Dictionaries

Settings → Dictionaries holds the words a conversation may be filed under, labelled with, or flagged for. These lists are what the models are shown and what they must choose from, so an answer is always something you can search for later.

Show deleted shows the entries you have deleted.

Each entry is a name, a short code in small type and a description that tells the model when to choose it. The code is what is stored and what the REST API returns, so it stays the same when you rename the entry.

Categories

What the conversation was about; one is chosen per conversation. The program starts with four:

Name	Code	Used for
Sales	sales	Selling, quoting, negotiating or following up on a purchase — including a customer asking what something costs.
Support	support	Helping somebody with a product or a service they already have: a fault, a question about using it, a complaint about how it works.
Personal	personal	Not business at all — a private conversation that happened to be made on this line.
Other	other	Business, but neither selling nor supporting: a supplier, a colleague, a delivery, a wrong number. Choose this rather than guessing between the others.

Press Add to add a category of your own.

Tags

Labels that may all be true of the same conversation. Press Add to add one. The list starts with entries such as:

Name	Code	Used for
Callback promised	callback	Somebody on this call promised to ring back, or asked to be rung back.
Complaint	complaint	The other party expressed dissatisfaction, whether or not it was resolved.
Escalated	escalation	The call was handed to somebody else, or the other party asked for it to be.
VIP customer	vip	The other party was treated as, or said they were, an important account.

Red flags

Things that need attention, found in the conversation with the evidence and the time — for example Angry customer or Churn risk. Red flags are drawn in red in the Recordings window, and each carries a severity: low, medium or high.

Answer shapes and language

Further down the tab are the instructions the prompts are assembled from. They are kept here so that every prompt can use the same wording, and you can change them like any other entry.

Name	Code	What it tells the model
Labels	shape-labels	Answer in JSON with a list of codes and how sure it is of each, using only codes from the list it was given.
Score	shape-score	Answer with a score, the reason for it and the words it is based on.
Rubric	shape-rubric	Answer with an overall score and a score for each criterion.
Flags	shape-flags	Answer with codes from the list, each with a severity.
Answer	shape-qa	Answer with the reply, or say plainly that the conversation does not say, and the words the reply rests on.
JSON	shape-json	Answer with JSON only, in the shape asked for above.
As spoken	language-as-spoken	Write in the language the conversation was in.
As spoken, named	language-as-spoken-named	The same, naming the language.
A named language	language-named	Write in the language you name.

Add at the end of the list adds an entry.

Defaults

Restore defaults puts every dictionary back as it came with the program, in the current interface language. What your conversations are already filed under is left alone.