Insights

Insights lists the answers your experts gave that are worth a second look, and tells you what to change so the next person gets a better reply. It is a work list. You go through it, fix what you can, and mark each row as dealt with.

Open it from Insights under ACTIVITY in the sidebar. Every plan has it, and anyone who can open the company admin can see it.

How answers end up here

Every night your experts' answers are read back and checked against the question that was asked. Anything that did not land well is added to this page the next morning. Because the check runs overnight, today's chats show up tomorrow. If nothing has been checked yet, the page says Nothing checked yet. If everything looked fine, it says Nothing needs a look this period.

The page opens on the Open rows, with Everything and All experts selected, so you see every answer that still needs a look. There is no date picker on this page. When you open it from the sidebar it covers the last 14 days. When you arrive from the Dashboard, it covers the same period you were looking at there. A line at the bottom of What to do tells you the exact dates.

The three kinds of answer

Each row has a coloured stripe down its left edge. The Kinds list on the left is the key to those colours, and you can click a kind to see only those rows. The first row, Everything, shows all three kinds together and is the one selected when you open the page from the sidebar. Its swatch is made of the three colours, and each row in the list carries a count.

Kind	What it means	Why it matters
Wrong or partial	Someone asked a question and did not get a reply they could use.	They probably asked a colleague instead, or gave up.
Nothing on file	The expert said it did not know. That is the right thing to do when your documents do not cover the topic.	It is not a mistake. It is a list of what your team wanted and you do not cover yet.
From the web	Web search was on for the expert, and it answered from a page online instead of from your documents.	The answer may be right, but it did not come from anything you wrote. A document would be faster, stay under your control and keep working if the website changes.

You will only see From the web rows if someone has turned web search on for an expert.

Reading the list

The table has one row per answer, newest first. The columns are #, Question, Asked by, Expert and When. When shows the date and how long ago it was.

Click a row to open it. Depending on what was recorded, you will see:

What went wrong, a short explanation of what was missing from the reply.
What the expert read, the documents it used. Click a document to open it. If the expert used no document at all, the row says Used no document.
Topic, a short label for the subject of the question.
What the expert replied, the full reply.

Narrowing it down

The Experts list on the left shows how many open rows each expert has, busiest first. Click one to see only that expert. All experts clears it.
The All topics drop down filters by topic.
The search box looks through the questions and replies as you type.
When no row matches your filters, the page says No answers match these filters and offers a Clear filters button. It empties the search box and the topic, and goes back to All experts and Everything. It does not switch between Open and Handled. Once you have dealt with every row, the page says Nothing left to review instead.
The rows drop down sets how many you see at a time: 10, 20 or 50. The page keeps up to 150 of the most recent rows per kind, and says so at the bottom if it has cut the list.

What to do about each kind

Click What to do on the left for the same advice inside the page. The short version is that nearly everything here is fixed by changing what your experts read.

Wrong or partial

Read what went wrong on each row. It says what was missing from the reply.
If the reply was only half right, the document probably covers part of the topic. Extend that document instead of adding a new one.
If the reply failed outright, the expert may have the wrong documents attached. Check its attachments on the Experts page.
After you change a document, ask the same question again to see that it now works.

The button at the bottom of that panel takes you to Knowledge Base.

Nothing on file

Go down the list and decide which questions you actually want answered. Some will be out of scope on purpose.
Group the rest by topic. Several questions about one subject usually mean one document, not several.
Add that document and attach it to the expert people asked.
Ask one of the questions again to check that it now answers and names the new document.

See Documents for adding and attaching files.

From the web

You have two choices. Write a document that covers the question, or turn off Search the web for that expert so it only answers from what you have given it.

Marking rows as dealt with

Each open row has two buttons on the right.

Fixed means a document changed because of this answer. The row leaves your open list.
Dismiss means this was never a problem. A box titled Not a problem? asks you to pick a reason: We don't cover this, Not a real question, The expert was right to refuse or Something else. A note is optional, except with Something else, where you need to say what the reason is. Click Dismiss it to confirm.

Nothing is lost. The Rows list on the left has two views, Open and Handled, each with a count. In Handled you can see who dealt with each row, whether it was marked fixed or dismissed, and why. Click Undo on a row to put it back on the open list.

The Dashboard lists the findings that need you, and the rows about answers link here rather than opening in place. Insights is where each one gets the full width of the page. If you reached this page from the Dashboard, the matching kind is already selected for you.