Review conversations and improve follow-up
Use customer conversations to understand enquiries and identify training gaps.
Read the customer journey
Open Conversations in the dashboard. Review both customer messages and assistant replies to understand the enquiry before contacting the customer.
Turn gaps into improvements
Look for repeated unanswered questions, outdated information and requests to speak with a person.
- Record the exact question and expected approved answer.
- Update the relevant FAQ or source in AI Training.
- Review Human Transfer Rules when customers need personal assistance.
- Retest the question in a fresh conversation.
Use conversation insights
The Conversation Insights area helps you review learning suggestions and knowledge gaps. Review suggestions for accuracy before approving them; a customer's statement is not automatically an approved business fact.