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Review chats that need a look

Chats → Needs review: the chats where Darwin found a problem or a question your agent couldn’t answer, what went wrong, and how to fix it with Knowledge.

Darwin reads each chat after it ends. When something went wrong, or your agent couldn’t answer a question, the chat goes to Chats → Needs review so you can see what to fix.

  1. Open the chats that need review

    In Chats, switch the view to Needs review. A line under the view explains what is in it. Home’s Needs your attention shows how many chats were flagged in the last 7 days, with Read them.

    The Needs review view with the line Darwin found a problem or unanswered question. Reading a conversation keeps it in this filter highlighted, above the first chat.

  2. See what went wrong

    Select a chat. Under At a glance on the right, What went wrong names the problem, such as a knowledge gap. When Darwin has a suggestion, it shows under Worth trying. Read the conversation to see the question in the visitor’s own words.

    At a glance with Compliance and Consideration, Fit, Intent and Understood, and What went wrong: Knowledge gap highlighted.

  3. Fix the answer

    Most problems are a missing fact. Add a page or document that covers it in Knowledge, or follow Fix an answer. To see every question your agent couldn’t answer, grouped by topic, open the Knowledge report.

Good to know

  • Reading a chat keeps it in Needs review. Once your agent can answer the question, new chats about it stop arriving there.
  • The review comes from AI. Read the conversation before acting on it.

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