How to Review your Chatbot

The Review workflow helps you decide whether an unresolved conversation actually requires action, and what type of fix is most appropriate.

The goal is not to fix every unresolved chat.

The goal is to identify real issues while keeping the Review inbox clean, accurate, and high-signal.

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Step 1: Open the Review Tab

Each unresolved chat is automatically analyzed by the AI triage system and categorized into one of four issue types:

• Knowledge Gap

• User reported

• Conflicting Info

Start by reading:

• The customer’s original question

• The chatbot’s response

• The triage classification

• Any suggested reasoning provided by the system

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Step 2: Reviewing Each Error

Open each case and:

• Add missing documentation

• Improve existing knowledge coverage

• Upload missing source material

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The review system is designed to improve chatbot quality over time by helping teams focus on the right problems instead of reacting to every unresolved conversation.