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Override Prompt and Filters

Prebuilt AI Tasks often come with default prompts and filters. MiaRec allows tenant admins (where permitted) to override:

  • Prompt (analysis instructions, scoring rubric, output format)
  • Filter (which conversations qualify)
  • or both

This enables customization without requiring a fully custom task.

Administration > Speech Analytics > AI Assistant > AI Tasks

  • Enable a task first (from the Disabled tab).
  • Then open the task in the Enabled tab and click Edit.

When to override the prompt

Override the prompt when you need to:

  • align definitions to your business (e.g., what counts as “resolved”)
  • adjust scoring rubrics (CSAT, lead scoring, QA standards)
  • enforce strict output rules (e.g., “JSON only”)
  • include company-specific terminology (products, competitors)
  • produce additional detail in the explanation (for coaching)

Recommendation: avoid frequent prompt changes after rollout. Prompt changes can shift metrics and trend lines.

When to override filters

Override filters when you need to:

  • exclude irrelevant conversation types (e.g., internal/test calls)
  • require minimum duration or minimum content length
  • restrict to specific channels (calls only) or teams/queues
  • control cost by limiting scope

Step-by-step: override prompt and/or filter

  1. Go to Administration > Speech Analytics > AI Assistant > AI Tasks.
  2. Open Enabled and select the task.
  3. Click Edit.
  4. Choose what to override:
  5. Prompt
  6. Filter
  7. Prompt + Filter
  8. Make changes.
  9. Click Save.
  10. Immediately test the change using Playground or Save and Test.

Expected result

  • The task continues to run for your tenant, but uses your overridden prompt and/or filter.

Guardrails (avoid breaking dashboards and mapping)

When overriding prompts:

  • Keep the output format stable (especially JSON structure).
  • Keep numeric ranges consistent (e.g., CSAT 1–5).
  • Keep dropdown labels aligned to the Custom Field options.

If the AI returns an unexpected format: - values may not save into Custom Fields - dashboards and search filters may break or show blanks

Governance: tracking and change management

Recommended practices:

  • Document why an override was made and when
  • Test on a representative sample before broad rollout
  • Avoid making changes during KPI reporting periods
  • If you maintain multiple prompt versions, use version labels in the prompt header

Override visibility

Tasks with overrides display an "Overridden settings" tag in the task list, making it easy to identify which tasks have been customized.

AI Task Override

Figure: Override configuration showing checkboxes for Prompt and Filter overrides.

Override behavior with global updates

When your provider updates the global task definition:

  • Your overridden settings (Prompt and/or Filter) remain unchanged
  • Non-overridden settings receive the global update
  • To adopt new global defaults, you can disable your override

Reverting to defaults

To revert an override to the global default:

  1. Open the task and click Edit
  2. Uncheck the Override checkbox for Prompt or Filter
  3. Save the task

The task will then use the global default settings for that component.