Review outcomes, not just volume

Open Chats to inspect the question and answer together. Identify whether the customer received a useful answer, had to repeat the question, or needed human help. One unsupported product claim can matter more than many successful greetings.

Diagnose the source of an error

Compare the answer with the exact page and variant. Separate missing content from outdated content and incorrect interpretation. If a fact is wrong on the website, correct the website first; otherwise a later crawl can reintroduce the problem.

Retest after correcting

Use the correction or improvement workflow available in your dashboard. State the approved answer clearly and include the relevant public page. After updating the knowledge, repeat the original question and a differently worded version. Avoid including personal customer data in general-purpose corrections.

A note on availability

Dashboard labels may currently be in German. Available controls and modules depend on your package and release. If a control described here is missing, check your workspace or contact support.