When its library doesn’t hold the answer, the AI doesn’t guess. It tells the client a colleague will confirm, and keeps the question for you.
- Open AI › Overview. Under To do, “N questions it couldn’t answer” has Answer.
- The panel Questions it couldn’t answer shows each question in the client’s words, with the channel, when it was asked and how many times.
- Write the answer the way you would to a client and press Save answer. “Saved. It knows this from now on.” The answer goes into the library that channel reads.
- If a question is not for the AI, such as a complaint or a personal request, press Not for the AI. Nothing is learned, and your team still has the chat.
Good to know
- Answering here teaches the AI; it doesn’t reply to the client. The conversation is still in the Inbox for your team.
- “This channel reads no library yet” means the answer has nowhere to go. Choose a library for the channel in AI › Channels first.
- On a channel set to Replies: if the AI can’t answer twice in a row within 30 minutes, the second reply is a plain handover sentence. After that it sends nothing, and the questions are still kept here.
- The phone app has the same list: Home › Questions for you.