Answers

See what the AI told customers and why, and hear when something needs a look.

The Answers page is on every plan. Reviewing an answer is open to anyone on your team.

What each answer shows

Open an answer to see what it said and why:

how many articles it read, and which;
how many times it called the AI model;
any journey it was following;
any of your own APIs it read (by name, never what came back);
whether it read a picture or remembered earlier chats;
why an answer was held back, if our checks stopped it.

The list also shows when a visitor sounded frustrated or angry. In that case the chat offers them a person beside its answer.

Answers from before 1 November 2026 have no record of why.

Review an answer

Choose how an answer went from the list and press Save, for example Documentation gap or Handled correctly. An admin can press Make this a test to add it to your tests.

Needs a look

The top of the page shows anything that needs attention now:

far more questions than usual went to a person;
a quarter or more of the last day's questions came from someone who sounded frustrated;
30% or more of the last day's votes marked an answer unhelpful;
one of your own APIs failed when the chat last used it;
nearly all of today's AI budget is used.

Each goes to your team email, and to Slack if it's connected, once a day. A jump in hand-offs needs at least 20 questions in the last day and in the week before, and the others need at least 5 of what they count, so a quiet day doesn't set them off.

Answers your team gave

This lists recent conversations a person answered with no suggestion from the AI: what your docs may be missing. Open one and press Turn this answer into an article.

The AI rewrites your reply for every customer, using only facts from the reply and leaving out that customer's details. Anything the reply never said, like a link, is marked [TO CHECK], and an article with that marker can't be published until someone fills it in or takes it out. It arrives as a proposal in Articles, and nothing is published until a person accepts it. That's on Growth and Scale, 5 a day.

Still stuck? Write to hello@getswaru.com.