Onhand
Request a demo

Conversations Improving answers

Improving answers

Fill knowledge gaps and check answers stay right.

An assistant gets better the more you use it. A short weekly routine keeps answers accurate.

A weekly routine

  1. Check knowledge gapsIn Tools → Answer quality, or in Topics, review questions the assistant couldn't answer. Press Write the answer and publish it.
  2. Review "Not helpful" chatsIn Chats, filter by Not helpful. Use Revise answer to teach the right reply.
  3. Update contentResync your website after changes and remove anything outdated.
  4. Run your answer testsMake sure nothing that used to work has broken.

Answer tests

Answer tests check that important questions keep getting the right answer after you change content or guidance.

  1. Go to Tools → Answer quality.
  2. Add a Question, the words the answer Must include (such as a price or a phone number), and anything it Must not include.
  3. Press Run all tests after each change.

Blocked phrases and escalation keywords

Under Tools → Rules and actions, list words the assistant must never use, and keywords that should send a conversation straight to your team, such as "complaint" or "refund".