> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Insights

> See how the AI agent did, which questions it couldn't answer, and teach it the answers.

## Overview

Chats the [AI agent](/comms/chat/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.

Every chat stays searchable and on the visitor's record, whether or not it reached the inbox.

## What's on the tab

Pick **Last 7 days**, **Last 30 days** or **Last 90 days** at the top. The tab shows:

| Section | What it shows |
| - | - |
| Totals | **Chats**, **Answered by AI**, **Handed to a person** and **Couldn't answer**. |
| Questions the assistant couldn't answer | Questions it had nothing on your site to answer from, grouped by topic, with a count each. |
| Your answers | The answers your team has written for the agent, newest first. |
| Chats the assistant handled | Every chat the agent answered. Search by what visitors asked, and open one to read it. |

## Teach it an answer

<Steps>
  <Step title="Find the question">
    Under **Questions the assistant couldn't answer**, each topic shows two example questions
    and how many times it was asked.
  </Step>

  <Step title="Click Add answer">
    The question is filled in. Edit it if you like, write the answer, and save.
  </Step>

  <Step title="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.
  </Step>
</Steps>

Delete an answer from **Your answers** and the agent stops using it. Questions like it show
up under **Questions the assistant couldn't answer** again.

Your answers aren't pages: they don't appear in the [Help tab](/comms/chat/help) and the
widget never links to them.

## 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](/comms/chat/overview#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

<CardGroup cols={2}>
  <Card title="AI Agent" icon="sparkles" href="/comms/chat/ai-agent">
    What the agent answers from, and when it hands a chat to your team.
  </Card>

  <Card title="Chat routing" icon="route" href="/comms/chat/routing">
    Who gets a chat once it needs a person.
  </Card>
</CardGroup>


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