Manage AI Answers
You’ve got AI Answers delighting your customers with quick, dependable responses — now it’s time to take things a step further. This article will show you how to keep track of those answers, so you always know what’s working best, and add improvements to make it even better!
In this article
Head over to Get Started With AI Answers to set up AI Answers if you've not done that first.
Settings
Jump to Manage > Beacons > [Choose Your Beacon] > Edit Beacon > AI Answers to find the AI Answers settings.
Enable AI Answers
Toggle AI Answers on or off for this Beacon.
Additional Sources
AI Answers will pull data from any publicly accessible website you add to Additional Sources to use as a source when answering your visitors.
Click the options menu (the 3 dots) next to the entry to re-sync, edit, or delete any additional source entry.
Edit a site to choose which pages to sync from it after the initial sync.
Voice & Tone
Use this field to describe your brand and voice to help guide how the AI talks to your visitors.
Suggested Questions
Questions entered here will show on the opening AI Answers screen to your visitors, where they can just click on the question to ask it. This gives them a starting point to ask, and see AI Answers in action.
Responses
Customize the responses that AI Answers will use in some specific situations. Click the header of each section to expand the list and find each of these options.
Greetings
Welcome message
The initial greeting AI Answers offers on the opening screen
Response to a greeting
How the AI will respond to a simple greeting such as "hi" or "hello" without a question
Cannot find an answer
Clarification
How the AI will explain that it cannot find an answer in your source material and then prompt the visitor to try again
With no contact options available
What the AI will say when there is no answer and contact options are not available
With available contact options
What the AI will say when there is no answer and contact options are available
Error when generating an answer
What the AI will say when it encounters an error and is unable to display an answer
Human request
What the AI will offer depending on what contact options are available
- Both messages and chat channels are available
- Only messages channel is available
- No contact options are available
Help still needed
"I still need help" button label
The button that visitors will see to indicate they have not been helped
"I still need help" response
What the AI will say in response to that button press
Transition to chat
Text that will appear as the visitor is transitioned to a chat session
- Connecting to chat label
- Looking for a teammate label
- Stop connecting to chat button
Looking for how to change the labels in Beacon about AI Answers? Check out Customize Basic and Advanced Beacon Settings: Customize Labels for help there!
Review Conversations
A session refers to an individual interaction with AI Answers that has taken place on this Beacon. Filter results by time frame or resolution by selecting options from the dropdown menus at the top left of the table.
Click Export in the top right corner to export a CSV of the conversations.
Click on any line to view the entire conversation in-app.
Use the arrows on the right to navigate through conversations without returning to the list.
Reviewing the conversations here will show you what the AI is able to answer, and what it is not. Use that data to refine your Docs articles to help make the AI more useful.
Attempted Sources
When the AI fails to answer a customer question or the conversation includes a clarifying question, the conversation record shows Account Owners and Administrators the sources that it checked.
Reporting
Engagement
Engagement shows how all Beacon sessions ended, including visitors that did not engage with AI Answers.
AI Answers
Shows the breakdown of AI Answers conversations by resolution.
Resolution Definitions
- Contact helped — an answer was provided and the visitor did not indicate that they needed more help.
- Contact not helped — the visitor indicated that they needed more help but did not reach out to your team.
- Human escalation — visitor chose to chat with your team or send an email for further help.