Prompt templates for Zendesk QA AI insights

Zendesk QAprompt-based categoriesandspotlightsleverage the latest AI models, allowing you to customize AI-powered prompts using natural language for qualityautoscoringand risk detection. Rating categories grade agents, while spotlight insights flag tickets.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
You can use AI prompt templates to create customized quality assurance insights that evaluate agent soft skills and customer interactions across industries. These templates help you set criteria for agent behavior and customer risk detection, supporting autoscoring and spotlight insights. You can apply or tailor prompts for categories like communication, compliance, sales, and industry-specific scenarios to improve agent performance and identify customer issues.






Location: Zendesk QA > Settings > AI

Zendesk QA prompt-based categories and spotlights leverage the latest AI models, allowing you to
customize AI-powered prompts using natural language for quality autoscoring and risk detection. Rating
categories grade agents, while spotlight insights flag tickets.
When creating new AI insights, you can access AI prompt templates by clicking the Prompt
templates button.
AI insight prompt templates offer a curated selection of prompts focused on
soft skills and organized by industry-specific needs, simplifying implementation. AI
Prompt category criteria define agent behavior, while Spotlight criteria are more
flexible and can apply to either agent or customer behavior. You can use these templates
as they are or customize them to fit your specific requirements.
Related articles

About AI insights in Zendesk QA
Best practices for creating AI insights prompts
in Zendesk QA

The following prompts are available:
Category prompts
Spotlight prompts





Category prompts list









Category prompt
Description


General


Avoiding digressions
Did the agent focus solely on providing swift and
concise resolutions without digressions?


Clear instructions
Did the agent avoid open-ended questions and direct the
problem solving with closed questions?


Communication clarity
Did the agent use clear language, match the customer's preferred
currency, and share relevant information effectively?


Communication efficiency
Did the agent resolve the customer's issue within three
or fewer conversation turns?


Communication style
Did the agent avoid using derogatory words, slang, and complex
vocabulary that might confuse the customer?


Comprehension
Did the agent understand the customer's problem right away or did
the customer have to explain their issue several times?



Criticizing the company

Did the agent speak negatively about the company's
processes and systems, about the company in general or about some
service provider?


Data privacy (CCPA)
Did the agent handle the client's personal information in
accordance with the California Consumer Privacy Act (CCPA)?


Data privacy (GDPR)
Did the agent handle the client's personal information in
accordance with the General Data Protection Regulation
(GDPR)?


Demo offered
Did the agent offer the possibility for product
demonstration?


Effective questioning
Did the agent try to understand the concerns of the
customer by asking relevant and clear questions?


Emotional resonance
Did the agent show empathy and understanding, using phrases that
acknowledge the customer's feelings, matching the customer's
emotional state, showing patience, and avoiding dismissive
language?


First reply quality
Did the agent provide accurate information for the customer, ask
specific questions and make it possible to solve the problem with
the first reply?


Lack of training
Did the agent admit that they lacked the training to
resolve the customer's issue?


PII sharing
Did the agent share or reveal any personally
identifiable information (PII) throughout the conversation?


Preferred channel promotion
Did the agent encourage the customer to use the
preferred communication channel, such as chat instead of
phone?


Prescription Drug Marketing Act (PDMA)
Did the agent comply with the Prescription Drug Marketing Act
when discussing or promoting prescription drugs?


Process adherence

Did the agent adhere to policy and guidelines as
follows: greet the customer, provide accurate and complete
information, avoid making unrealistic or misleading promises to
the customer, answer all the questions the customer raised?



Question answering
Did the agent answer all the customer's questions in
the conversation?


Response matching
Did the agent provide a matching response to the
customer's questions?


Sales insight
Did the agent take the initiative when there were clear
signs of a sales opportunity?


Solving vs educating
Did the agent guide the customer to a knowledge base, website, or
other resources before providing a direct solution to a technical
issue?


Unnecessary discount offer
Did the agent offer a discount to the customer without
the customer asking for it?


Unnecessary questions
Did the agent request the information that was already
available earlier in the conversation?


Financial


Anti-money laundering awareness
Did the agent explain the importance of anti-money laundering
(AML) measures to the customer? For example, when a customer was
frustrated about transaction delays, did the agent clarify how AML
measures protect both customers and the financial system from
illegal activities?


Clear disclosure
Did the agent provide clear and accurate information about fees,
terms, and conditions for financial products and services as
required by regulations like the Truth in Lending Act
(TILA)?


Customer verification
Did the agent verify the customer's identity before
discussing account details?


Effective questioning
Did the agent ask concise, relevant questions to help
the customer solve their problem and identify if further
vulnerability and affordability exploration was necessary?


Tax compliance
Did the agent accurately discuss tax regulations, such as US
sales tax and the EU Value Added Tax (VAT), when explaining pricing
and billing?


Transfer process
Did the agent instruct the customer on how to make a transfer and
provide information about limits, block reasons, withdrawal methods,
payment options, rates, fees, and guides available on the
website?


Truth in Lending Act (TILA)
Did the agent provide clear and accurate information about loan
terms and costs, in compliance with the Truth in Lending
Act?


Gaming


Age verification
Did the agent verify the customer's age before
proceeding with the request?


Communication initiative
Did the agent show resilience against manipulation and
provocations, provide clear guidance, and take initiative during the
conversation?


Compensation
Did the agent provide compensation to the player when
the situation demanded?


Confident communication
Did the agent communicate confidently without using all caps,
excessive emojis, grammatical negation, or signs of hesitation such
as 'maybe', 'I guess', or 'probably'?


Delay warning
Did the agent inform the customer that resolving the
request might take longer than 5 minutes?


Objection handling
Did the agent control the conversation and set clear
expectations about the next steps in the conversation?


Product knowledge
Did the agent clearly explain games and
promotions?


Manufacturing


Installation assistance
Did the agent assist with device installation?


Order status
Did the agent provide accurate production timelines,
shipping dates, and delivery schedules?


Return policy
Did the agent inform the customer about the return
policy?


Shipping options
Did the agent inform the customer about available
shipping methods, costs, and estimated delivery times?


Troubleshooting
Did the agent provide assistance with troubleshooting
the malfunctioning equipment?


Power and utilities


Accurate problem solving
Did the agent address additional concerns and inquiries
from the customer completely and accurately?


Criticizing products
Did the agent talk disparagingly or negatively about
our products?


Financial guidance
Did the agent share trading suggestions to the
customer?


PII sharing
Did the agent provide information about date of birth, bank
account, credit card number or social security number?


Sharing confidential information
Did the agent share information not necessarily available to the
public, such as new listings, marketing strategies, and so
on?


Unnecessary financial guidance
Did the agent share trading tips or suggestions that
can lead to customers losing their assets?


Retail



Appropriate discount offer
Did the agent offer percentage discount at the right
time?


Communication alignment
The agent fully aligned with the customer's effort level (e.g.,
highly empathetic and reassuring when high effort was
detected).


Consumer rights
Did the agent show that they know and adhere to consumer
protection laws, such as the US Federal Trade Commission (FTC)
regulations and the EU Consumer Rights Directive, when addressing
client concerns and complaints?


Credit card details
Did the agent ask the customer for entering credit card
details instead of telling the customer to call?


Delivery time
Did the agent provide the correct delivery time frame of 14
business days and advise the customer about the delivery
process?


Sale saving
Did the agent try to save the sale after learning why
the customer needed to return or cancel their order?


Unnecessary refund offer
Did the agent offer store credit or exchange instead of
refund?


Security


Consent verification
Did the agent verify that the client provided informed
consent before proceeding with any actions that involve their
personal data?


Data access guidance
Did the agent guide the client on how to formally
request access to their personal data held by the company?


Data breach reporting
Did the agent inform the client about the process for
reporting a data breach, including their rights and the timeline for
notification?


Data retention policy
Did the agent explain the company's data retention
policy to the client, including how long their personal information
will be stored and the rationale behind it?


Data rights information
Did the agent inform the client of their rights to
access, correct, or delete their personal information?


Data storage duration
Did the agent inform the client how long their data
will be stored and the rationale behind it?


Data usage disclosure
Did the agent provide information on how the client's
personal information will be used?


Explicit consent obtained
Did the agent obtain explicit consent from the client
before processing their personal information?


Privacy compliance explanation
Did the agent explain the importance of data privacy
compliance to the customer during the interaction?


Third-party sharing disclosure
Did the agent disclose whether the client's personal
information would be shared with third parties?


Transportation


Compensation handling
Did the agent provide clear instructions regarding policies for
lost, delayed, or damaged luggage and instructed the customers to
seek assistance?


Lost items
Did the agent provide clear information on collecting
lost items?


Policy comprehension
Did the agent clarify policies regarding cancellations, changes,
baggage allowances, and other travel regulations?


Qualify customer
Did the agent confirm the lead passenger's name, booking
reference, email, flight number and/or departure date before
proceeding with the request?


Rebooking options
Did the agent assist the customer in finding alternative travel
arrangements quickly if travel plans changed Unexpectedly?







Spotlight prompts list









Spotlight prompt
Description


General


Churn risk
Is the customer at a churn risk, showing signs of
frustration, anger, or multiple complaints in the same conversation?
Answer yes if any of the above criteria is met.


Competitor mention
Did the customer mention a competitor and claim to have
a better offer from somewhere else? Answer yes if all of the above
criteria are met.


Customer contradicting themselves
Did the customer contradict themselves throughout the
conversation and provide inconsistent information or conflicting
requests? Answer yes if all of the above criteria is met.


Feature request
Did the customer describe some missing functionality or
claim that the current service/functionality is not working
properly? Answer yes if any of the above criteria is met.


Negative sentiment target
Did the customer express negativity, frustration,
discontent, or anger? Answer yes if any of the above criteria is
met.


Negative sentiment caused by agent
Is the negative customer sentiment caused by the
agent?


Financial


Inquiries about account restrictions
Did the customer express frustration or confusion about
sudden restrictions on their accounts, especially if they cannot
provide satisfactory explanations for recent transactions? Answer
yes if any of the above criteria is met.


Claims of fraudulent activity
Did the customer report unauthorized transactions or
claim their accounts have been compromised without clear evidence?
Answer yes if any of the above criteria is met.


Signs of fraudulent activity
Did the customer respond with vague or evasive answers,
use aggressive language or threats, and request sensitive
information when asked specific questions? Answer yes if all of the
above criteria are met. Answer no otherwise.


Reluctance to provide information
Did the customer appear evasive and unwilling to
provide necessary identification information? Answer yes if all of
the above criteria is met.


Potentially vulnerable customer
Did the customer exhibit signs of vulnerability, such
as expressing anxiety, frustration, or distress, and provide
inconsistent or unclear responses? Answer yes if any of the above
criteria is met.


Gaming


Deposit limit
Did the customer request to set a deposit limit on
their account?


Dispute
Did the customer dispute game outcomes or betting
results? Answer yes if any of the above criteria is met.


Risky customer
Did the customer claim to be in distress or experience
problems related to their gambling? Answer yes if any of the above
criteria is met.


Risky customer
Did a third party (e.g., spouse or relative) express
concerns about the customer's gambling behavior?


Self-exclusion request
Did the customer request self-exclusion or limits on
deposits? Answer yes if any of the above criteria is met.


Manufacturing


Documentation request
Did the customer claim that the documentation is
missing or request some information related to documentation? Answer
yes if any of the above criteria is met.


Installation problems
Are there any installation problems discussed in the
conversation?


Order modifications
Did the customer request to change or cancel their
order due to claimed changes in requirements or specifications?
Answer yes if any of the above criteria is met.


Product availability
Did the customer inquire about the availability of a
specific product or component, including lead times for production
or replenishment? Answer yes if any of the above criteria is
met.


Quality
Did the customer report a quality issue or express
discontent with the product quality? Answer yes if any of the above
criteria is met.


Warranty issue
Did the customer report a warranty issue?


Power and utilities


Billing inquiry
Did the customer describe a problem with their bill,
including charges, fees, or discrepancies in billing amounts? Answer
yes if any of the above criteria is met.


Emergency report
Did the customer contact to report an emergency, such
as downed power lines, gas leaks, or other hazardous situations?
Answer yes if any of the above criteria is met.


Environmental problems
Did the customer inquire about programs related to
sustainability, renewable energy initiatives, or compliance with
environmental regulations? Answer yes if any of the above criteria
is met.


Equipment malfunction
Did the customer report issues with equipment such as
smart meters, thermostats, or renewable energy systems? Answer yes
if any of the above criteria is met.


Reported outages
Did the customer report a power outage or service
interruption and seek information on the cause and estimated
restoration times? Answer yes if all of the above criteria is
met.


Technical issues
Did the agent or the customer experience a technical
problem during the conversation or while solving the customer's
issue? Answer yes if any of the above criteria is met.


Usage inquiry
Did the customer request information about consumption
patterns, tips for reducing usage, and understanding usage charges?
Answer yes if all of the above criteria is met.


Retail


Clarification on offers
Did the customer have questions about some offer, such
as a promotion, discount, or loyalty program, and ask about how to
apply them to their purchase? Answer yes if all of the above
criteria is met.


Compensation
Did the customer express unhappiness with the product
and request compensation? Answer yes if all of the above criteria is
met.


Complaints
Did the customer express dissatisfaction with a product
and seek resolution? Answer yes if all of the above criteria is
met.


Delivery issue
Did the customer claim to have problems with their
delivery?


Return process/policies
Did the customer require information about the return
process and policies due to claims that this information is not
available in the knowledge base?


Transportation


App/website problem
Did the customer reach out due to issues with the
booking platform or tracking system? Answer yes if any of the above
criteria is met.


Cancellation request
Did the customer have a request about ride cancellation
and refunds? Answer yes if all of the above criteria is met.


Customer frustration target
Did the customer express upset about delays,
cancellations, or other negative experiences with the service?
Answer yes if any of the above criteria is met.


Insurance
Did the customer ask for guidance to fill in the
insurance claim?


Outdated information
Did the customer claim to have information that is no
longer relevant or accurate due to changes in policies, schedules,
or procedures? Answer yes if any of the above criteria is
met.


Service quality issue
Did the customer have a complaint about service
quality, such as delays, rude staff, or unsatisfactory travel
conditions? Answer yes if any of the above criteria is met.






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