See what your AI couldn't answer.
When your chatbot deflects or guesses, the question lands in a review list. Approve the answer or type the right one, and it's saved to AI Knowledge. Hit Retrain and the chatbot gets it right next time.
Review flow
Yes, it's correct. Or type the right answer.
Open a flagged question and see exactly what the customer asked and what the AI replied. Approve it, correct it, or skip it. Saved answers go straight into AI Knowledge.
- 1
The AI wasn't sure
A deflected or unsupported answer is flagged with a reason, such as Low Confidence or No Knowledge.
- 2
You decide
Approve the AI's answer, type the right one, or skip.
- 3
Saved to AI Knowledge
The Q&A is added to the document you choose. Hit Retrain and the chatbot answers it correctly next time.
Spotted a good reply in the inbox? Select the messages and add them to AI Knowledge from there. More Info
What gets flagged
Only real questions. Not "terima kasih".
A separate check reads the customer's question and the AI's reply. If the AI deflected, guessed, or had nothing in your knowledge to answer from, the question is flagged. Greetings are skipped, and a question already waiting for review isn't added again within 24 hours.
Judged independently
A second check decides whether the AI actually answered. The AI doesn't grade itself.
Clear reasons
Low Confidence means your knowledge covered it but the AI didn't answer. No Knowledge means nothing in your documents covered it.
No duplicate noise
The same question isn't flagged twice while it's waiting, so the list stays short.
Optional handover
Not sure? Hand it to a human.
Turn on "Hand off to a human when unsure" and a flagged question also triggers your Human Takeover settings: the customer gets your handover message, your team gets an alert with the question, and a person takes it from there.
Uses your takeover settings
Same alert recipients, assignment and pause setting you already set up.
Off by default
Flagging works on its own. Turn handover on only if you want a person in the loop.
Requires Human Takeover
Turn on Human Takeover under AI Actions first.
The handover lands in your Team Inbox. More Info
Train your chatbot from real questions
Turn on AI Feedback, check the list once a day, and every fix makes the next answer better.
AI Feedback is included in the Business plan.