FAQ

Do AI insights work without transcription?

For voice calls, transcription is required because the AI analyzes the transcript. For text channels (chat/email/tickets), MiaRec analyzes the message thread directly (as enabled in your deployment).

Why don’t I see the option described in this guide?

In MiaRec SaaS deployments, some settings are managed by MiaRec. If you don’t see a menu or option, contact your MiaRec administrator or support team.

If I change a prompt, will historical metrics change?

It depends on whether your deployment supports backfill/reprocessing. Even without backfill, prompt changes affect future results and may shift trends.

Can one AI Task populate multiple fields?

Yes. An AI Task can map multiple output attributes to multiple Custom Fields, allowing you to extract several related insights in one run.

How should we handle “unknown” cases?

Define an explicit “Unknown” policy in the prompt and schema (recommended). This avoids the model guessing and improves trust.