The Contacts page contains all Customer interactions with Answer Threads, detailing its responses and decision-making process for answering questions or deciding when to hand off to Agents.
Contacts status #
Every Customer interaction is accessible on the Contacts page, with real-time updates and statuses that provide insight into how Answer Threads engages with Customers.
The list of possible statuses include:
Started Sidekick
Answer Threads is actively engaging with a Customer, and there’s no handoff attempt.
Started Sidekick & Hero
Answer Threads is actively engaging with the Customer but is currently handing off the Conversation and waiting for the next available Agent.
Started Hero
Answer Threads is actively waiting for the next available Agent because it couldn’t provide an initial response that passes the quality check.
Ended Sidekick & Hero
Answer Threads engaged with the Customer but had to hand off the Conversation to an Agent, and the Conversation ended.
Ended Sidekick
Answer Threads resolved the Customer’s questions without needing to hand off to an Agent, and the Conversation has ended.
Ended Hero
Answer Threads could not provide an initial response that passed the quality check, so it immediately handed it to an Agent, and the Conversation has ended.
Search Answers #
Whenever a question is asked by a Customer [A], a query runs [B], to check if the Public Answer(s) exists [C] to provide an accurate response. The query highlights the Language [D], Audience [E], and Answer ID [F] of the Public Answer(s) to used to generate a reply [G].
Quality Check #
Every response to a question that Answer Threads generates, as shown on the Contacts page, undergoes a quality check and provides a Passed or Failed status.
Knowledge Check (Passed/Failed)
Checks if the answer to a question exists in a Public Answer.
Hallucination Check (Passed/Failed)
Checks if the response generated aligns with Public Answer content and adheres to instructions and Advice configured for the generative AI assistant and the conversation’s context.
Unsupported Actions Check (Passed/Failed)
Checks if the response provides accurate instruction without implying it can take action, i.e., cancel an order.
Original Bot Message
This doesn’t provide a status (Passed/Failed) but displays the message Answer Threads either responded with or would have responded with but transferred to an agent instead as a handoff.
Draft Answers #
Found on the Contacts page, Draft Answers could suggest one or more Public Answers by examining the messages exchanged with an Agent.
Drafts Answers smartly suggests a possible title [A], along with suggested content [B], and the rationale or reason [C] behind the suggestion.
Clicking Add Answer allows for the creation of the Public Answer to resolve similar questions more effectively in the future. Clicking Reject rejects the suggestion.
The Draft Answer will be added to your knowledge base with the following defaults:
- Answer type: Public
- Language: English (en-us)
- Audience: none
If you’d like to make any changes to the answer content or update any of the above defaults before the answer is published, you can make adjustments after clicking Add Answer and then by clicking Save within the Answers Admin page. Don’t forget to associate the answer with the correct Audience, if you’re leveraging Multi-Audience support for Answer Threads.
Handoff to Agent #
Answer Threads always indicates a hands off [A] to an Agent, denoted by the text “one moment please” [C], if at least one of the Quality Checks [B] fail.
- Answer Threads will always hand off to an Agents whenever it cannot provide a proper initial or subsequent response
- The handoff message sent to a Customer during a handoff [C] shown as “One moment please” is currently not customizable.
