Fix answers with the review queue
Answer the questions your assistant couldn't, so it can answer them next time.
When your assistant can't find an answer in your business information, it gives your "doesn't know" reply and adds the question to the Review Queue. Each answer you save there becomes new business information for that assistant.
Open the review queue
Choose Review Queue in the sidebar. The main sidebar shows questions from all your assistants. Inside an assistant, Review Queue shows only that assistant's questions.
Each item shows the customer's question, which assistant it came from, and when it was asked. It may also show a Match score. This is how closely your information matched the question, compared with the minimum set in Advanced settings.
Answer a question
- Click the menu (three dots) on a question and choose Reply & Train.
- Under Correct answer, type the answer you want your assistant to give.
- Click Queue Correction.
Your answer is saved as a new knowledge source. The question leaves the queue once it has been processed. Refresh the page later to check. Each correction counts toward your plan's source allowance.
Suggested answers from your team's replies
If you or your team already answered the customer yourselves in that conversation (within 7 days), the Correct answer box is filled in with that reply. You'll see the note "Filled in from your team's reply in this conversation." Check it, remove anything specific to that one customer, such as names or order details, then click Queue Correction.
Dismiss a question
If a question doesn't need an answer, such as spam or something unrelated to your business, open the menu and choose Ignore & Dismiss. This can't be undone.
You can also fix answers from Conversations
In Conversations, a message the assistant couldn't answer is marked "Couldn't find an answer — needs you". You can add a correction right there with Add Training Correction.
Weekly email of unanswered questions
Every Monday, Chatzora emails the account owner a weekly summary for each assistant. It includes the number of conversations, how many were resolved, customer ratings, and the top five questions the assistant couldn't answer that week. Similar questions are grouped, so you'll see when one was asked several times. Start with those: answering them helps the most customers.
Tips
- Write answers the way you'd say them to a customer.
- Keep each answer to one topic. Add separate answers for separate questions.
- After saving a correction, ask the same question in Test your assistant to check the result.