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Questions to review: answer what your agent could not

The To review screen gathers what your agents could not answer and what your customers marked as not helpful. You answer once and the agent learns it.

In the app:: To review; Open the app
Reviewed on: Reviewed on 6 October 20264 min read

In this article

To review, in the menu, opens the Questions to review screen: the list of what your agents could not answer and of the answers your customers marked as not helpful. On each question you write the right answer and the agent uses it from that moment. What is not a real question is dismissed with one click.

What reaches this list

Questions arrive by themselves, for two reasons:

Reason	When it arrives
Could not answer	The agent answered without finding clear information in its knowledge. It is the Low confidence of the diagnostics in the Playground tab
Marked as not helpful	A visitor on your website chat pressed the “not helpful” button under the answer. See ratings on answers

These do not arrive:

The tests you run in the Playground tab.
Messages that ask nothing, such as “hello”, “thanks” or “ok”.
Answers in which the agent handed the conversation to a person, collected contact details or booked an appointment.

The number next to To review, in the menu, says how many questions are waiting.

Before you start

Role. Everyone on the team sees the list. To answer, dismiss or bring back a question you need the Member, Admin or Owner role.
It belongs to the whole account. The list gathers the questions of all your agents. With more than one, the Agent filter leaves only the ones of one.
It uses no credits.

Answer a question

Go to To review. The Waiting tab opens, newest first.
Read the card: the question, the reason, how many times it has been asked (“Asked 3 times”) and What the agent answered. If you need context, press View the conversation.
Write the right answer in the “Write what your agent should have answered” box, the way you want your customer to read it.
If the question is badly worded or too long, press Adjust the question and leave it the way a customer would ask it.
Press Save answer. “Answer saved” appears and, underneath, “Your agent will use it from now on”.

The question moves to Resolved, together with every time it had been asked. Your answer is saved as a correction for the agent: you see and edit it under Agents › your agent › Knowledge › Corrections, and the notice has the View the correction button to go straight there. What a correction does from then on is in correct one of your agent’s answers.

Dismiss what is not a question

On the card, press Dismiss. It is for what is not a real question or needs no answer: a meaningless message, a test, something that has nothing to do with your business.
If you get it wrong, press Undo on the “Question dismissed” notice.

It can also be brought back later: open the Dismissed tab and press Back to waiting.

Bear in mind that a dismissed question is not remembered: if your customers keep asking it, it comes back. If it keeps coming back, it does need an answer.

How questions are grouped

The same question appears once, with the number of times it has been asked. Answering or dismissing it resolves them all at once. The “See the 3 times it was asked” link, with whatever number applies, shows each one with its conversation.

Grouping goes by words, not by meaning. “What are your opening hours?” and “Hello, could you tell me your opening hours, please?” are the same question; “What are your opening hours?” and “What time do you open?” are two. There is no harm in answering both: each answer is saved as a separate correction.

Tabs. Waiting, Resolved and Dismissed. Under Resolved each card says who resolved it and when, with the View the correction link.
Filters. The “Search the questions” field, Agent and Reason.
Summary. How many questions are waiting now, By reason and By agent. Press a row to see only those.

When nothing is left, the screen shows “All caught up”.

Other places where you see it

Analytics has the Questions to review section, with how many are waiting, the latest without an answer and the Review now button.
The weekly summary email includes the ones still waiting. See the weekly summary email.

There is no notification for each new question: look at the number in the menu now and then.

Worth knowing

“Could not answer” does not always mean it answered wrong. Confidence only measures what the agent found in its knowledge. A right answer that came from its profile, such as the opening hours or the phone number, can end up here. If the answer was good, dismiss the question.
Answering here does not change what the customer already received. It is for next time.
It only gathers what happens since the list exists. Earlier conversations are not added.
An answer does not fix a wrong source. If the agent answered wrong because your website or a document says something old, correct the origin too: see keep knowledge up to date.

If a resolved question comes back in other words, answer it again or widen the knowledge with an FAQ: see why your agent says it does not know.