Inbox & answer review
The short list of things worth your attention, and what closing each one does.
Two lists, two different problems
The inbox holds two kinds of item. They look alike and they mean opposite things, so it is worth being clear about which is which.
Questions waiting
Real questions the bot could not answer. It admitted so at the time and offered the visitor a person. Each one is a hole in your content — something a customer wanted that no page you have given the bot covers.
Answers to check
Answers the bot gave confidently, which a second model — reading the same pages afterwards — could not support. Each one is a claim rather than a hole, and it has already been said to a real visitor. These are the more expensive of the two.
How answers are checked
Accuracy here is measured on real answers, nightly, not on a quiz. Every night a separate model re-reads the answers your bot gave real visitors in the last week and checks each against the exact pages that answer was built from.
- It runs on the answers your visitors actually received — not on a sample set of questions we invented.
- It rebuilds the exact context the answer was written from, so it grades what happened rather than what would happen now.
- Anything it cannot support appears in your inbox as an answer to check.
Note
Three things are never graded, on purpose. An escalation has no answer to grade. An answer that came from your own curated reply is your words, not the model's. And simulated traffic is not a customer — grading any of these would move the number without telling you anything true.
Closing an item
Both lists are closed the same two ways:
- File a correction. Write what the answer should have been; it is used for that question from then on, and the item is resolved.
- Dismiss it. Some flagged answers are fine — the check is careful rather than certain, and dismissing tells us so.
- Or fix the underlying content. If a page is wrong or out of date, changing the page is the durable fix, and tonight's crawl picks it up.
Recent hand-offs
Below the two lists are the conversations from the last week where the bot handed the visitor to you, each with its full transcript. This is where you see what the visitor actually asked before the hand-off, which is usually more useful than the hand-off itself.
A workable rhythm
You do not need to sit in this screen. In practice:
- Reply to the emails as they arrive. One question, one reply, one click — that closes most gaps without opening the dashboard.
- Open the inbox weekly and read the answers to check. This is the list that catches things nobody complained about.
- Read the Monday digest for the shape of the week: what was handled, what was handed off, and what the leads were worth.