Best practices for interaction summary prompt customization

Interaction summary prompt customization lets you provide custom instructions that influence how Calabrio ONE generates AI summaries for interactions. You can use custom prompts to control aspects such as summary length, structure, terminology, and how participants are described. This section explains how the feature works and provides guidance for writing effective prompts that produce consistent, reliable results. Interaction summary operates in the following way:

Your custom prompt is added to, not a replacement for, Calabrio's underlying summary prompt. You are giving additional instructions, not starting from a blank page.
The custom prompt field has a 1,000 character limit. Detailed, well structured prompts can fit comfortably within this.
Extended Length is a separate toggle that allows summaries up to 300 words. You can use it with or without a custom prompt.

IMPORTANT Interaction summaries cannot be edited or regenerated after they are created. A custom prompt change only affects interactions processed after the change; it does not retroactively update summaries already generated. Test and validate your prompt before applying it broadly.

It is important to keep in mind the following core principles when you write a prompt:

The same rule applies to every AI customization in Calabrio ONE: the AI does exactly what your instructions say, not what you meant. Vague, conversational phrasing consistently produces inconsistent results.
Be explicit, not implicit. Don't assume the AI will infer your intent. State exactly what you want and how you want it handled.
Give one clear instruction at a time. Separate distinct goals, such as formatting, terminology, length, or tone, into their own instructions rather than blending them into a single vague sentence.
Spell out edge cases. If something must happen every time, such as every mention of a name or nickname, say so explicitly. Don't rely on the AI to generalize a rule you never stated.
Show, don't just tell, for formatting. If you want a specific structure, include a short example of what it should look like.
Use complete, natural language sentences. Avoid short, colloquial phrasing, because it leaves too much open to interpretation.

Do	Don't
Write complete sentences describing exactly what you want.	Use short, casual phrasing and expect the AI to infer the rest.
Provide one instruction per requirement (terminology, format, length, or tone).	Combine multiple goals into a single, vague sentence.
Include an example when a specific structure is required.	Describe a format abstractly without showing what it looks like.
Explicitly address edge cases, such as nicknames or alternative wording.	Assume a rule will be applied consistently without stating it.
Test the prompt on a sample of interactions before using it broadly.	Apply an unvalidated prompt directly to your full interaction volume.

It is important to avoid the following common pitfalls:

Vague verbs, such as 'make it detailed' or 'make it better,' without specifics on what detail means or how much longer it should be.
Assuming the AI will maximize length on its own. If you want summaries closer to the 300 word Extended limit, say so directly, and consider asking it not to shorten or condense the content.
Leaving out edge cases, such as alternate names, nicknames, or different ways a topic might come up, which can lead to inconsistent results.
Treating the custom prompt as a replacement for Calabrio's summary logic. It adds to that logic, so instructions should build on the baseline rather than contradict it.
Publishing without testing. Since summaries cannot be regenerated after the fact, a flawed prompt affects every interaction it touches until you catch and fix it.

Scenario	Example
How Agents and Customers Are Referred To If you want the summary to refer to participants by role instead of by name and begin with the outcome of the interaction, specify those requirements directly in the prompt.	Poor Prompt: Don't use names in the summary. Also start with what happened on the call. Improved Prompt: Refer to the agent as "the agent" and the customer as "the customer" throughout the summary instead of using names. Start the summary with one sentence describing what the agent did and whether the issue was resolved. Example: "The agent helped the customer reschedule an appointment, and the issue was resolved." Write the remainder of the summary after that sentence.
Controlling Summary Length and Detail If the generated summary does not include enough detail, provide specific instructions about the information that must be included.	Poor Prompt: Make the summary longer and more detailed. Improved Prompt: Write a longer, more detailed summary than usual. Include what the customer asked for, the steps the agent took to help, and the final outcome. Do not shorten, condense, or skip details to save space. If the conversation included specific products, tools, or product names, include those instead of summarizing them briefly.
Structuring the Summary Into Sections If you prefer summaries to follow a consistent format, define the required structure directly in the prompt.	Poor Prompt: Organize the summary better with headers. Improved Prompt: Structure the summary using three labeled sections in this exact order: "Issue:" describing what the customer needed, "Resolution:" describing what the agent did and whether it worked, and "Follow-up:" describing any next steps or promised callbacks. If no follow-up is needed, write "Follow-up: None."
Labeling the Interaction by Category If summaries are used for reporting or CRM purposes, you can require the AI to add a category label at the beginning of the summary.	Poor Prompt: Add a category to the summary. Improved Prompt: At the beginning of the summary, add one line in this format: "Category: X" where X is exactly one of the following values: Billing, Technical Support, Cancellation, or General Inquiry. Choose the option that best matches the primary reason for the interaction. Write the full summary after the category line.
Adding a Closing Follow-up Flag If you need a clear indication of whether additional action is required, specify the exact follow-up format.	Poor Prompt: Tell me if we need to follow up. Improved Prompt: End the summary with one line in this exact format: "Follow-up needed: Yes" or "Follow-up needed: No." If the answer is yes, include a brief reason on the same line. Do not repeat this information elsewhere in the summary.

Scenario

Example

How Agents and Customers Are Referred To

If you want the summary to refer to participants by role instead of by name and begin with the outcome of the interaction, specify those requirements directly in the prompt.

Poor Prompt: Don't use names in the summary. Also start with what happened on the call.

Improved Prompt: Refer to the agent as "the agent" and the customer as "the customer" throughout the summary instead of using names. Start the summary with one sentence describing what the agent did and whether the issue was resolved. Example: "The agent helped the customer reschedule an appointment, and the issue was resolved." Write the remainder of the summary after that sentence.

Controlling Summary Length and Detail

If the generated summary does not include enough detail, provide specific instructions about the information that must be included.

Poor Prompt: Make the summary longer and more detailed.

Improved Prompt: Write a longer, more detailed summary than usual. Include what the customer asked for, the steps the agent took to help, and the final outcome. Do not shorten, condense, or skip details to save space. If the conversation included specific products, tools, or product names, include those instead of summarizing them briefly.

Structuring the Summary Into Sections

If you prefer summaries to follow a consistent format, define the required structure directly in the prompt.

Poor Prompt: Organize the summary better with headers.

Improved Prompt: Structure the summary using three labeled sections in this exact order: "Issue:" describing what the customer needed, "Resolution:" describing what the agent did and whether it worked, and "Follow-up:" describing any next steps or promised callbacks. If no follow-up is needed, write "Follow-up: None."

Labeling the Interaction by Category

If summaries are used for reporting or CRM purposes, you can require the AI to add a category label at the beginning of the summary.

Poor Prompt: Add a category to the summary.

Improved Prompt: At the beginning of the summary, add one line in this format: "Category: X" where X is exactly one of the following values: Billing, Technical Support, Cancellation, or General Inquiry. Choose the option that best matches the primary reason for the interaction. Write the full summary after the category line.

Adding a Closing Follow-up Flag

If you need a clear indication of whether additional action is required, specify the exact follow-up format.

Poor Prompt: Tell me if we need to follow up.

Improved Prompt: End the summary with one line in this exact format: "Follow-up needed: Yes" or "Follow-up needed: No." If the answer is yes, include a brief reason on the same line. Do not repeat this information elsewhere in the summary.

Ensure that you view the following checklist before you turn on custom prompts:

Each instruction addresses exactly one goal, such as terminology, length, format, or tone.
Instructions are written as explicit, complete sentences, not shorthand or casual phrasing.
Any required format includes a concrete example.
Edge cases, such as nicknames, partial names, or alternate phrasings, are explicitly called out.
Prompt fits within the 1,000 character limit.
Prompt has been tested against a sample of real interactions and reviewed for accuracy.
You understand that changes only apply going forward. Past summaries will not update.