Overview
Chats the AI agent handles on its own stay out of your inbox. Your team isn’t notified about them and they don’t count as open work. You read them on Settings → Chat Widget → Insights instead. A chat joins your inbox, and routing picks someone for it, as soon as it needs a person:- the visitor asks for a person, by button, by phrase or in their own words;
- the agent hands it over, or can’t answer at all (it’s switched off, or past a limit);
- a teammate replies, takes it, or assigns it.
What’s on the tab
Pick Last 7 days, Last 30 days or Last 90 days at the top. The tab shows:Teach it an answer
1
Find the question
Under Questions the assistant couldn’t answer, each topic shows two example questions
and how many times it was asked.
2
Click Add answer
The question is filled in. Edit it if you like, write the answer, and save.
3
That's it
The agent answers from it from now on, the same way it answers from a page of your
website. One answer covers every question in the topic.
Good to know
- Who can do what. Anyone who can see the widget settings can read Insights. Adding or deleting an answer needs edit access.
- Off-topic chats stay hidden. A visitor who keeps asking for things the agent isn’t for, such as writing a poem, is told once what it’s for and then gets no more answers. That chat doesn’t reach your inbox.
- Shared across widgets. If you run more than one widget, your answers are shared, like the AI Agent and Knowledge tabs.
- Off-topic questions aren’t counted as unanswered. Only real questions your site didn’t cover appear in the list.
Related
AI Agent
What the agent answers from, and when it hands a chat to your team.
Chat routing
Who gets a chat once it needs a person.