Improvements

The Improvements board is where answer quality gets managed. Each item represents something worth fixing about how the assistant answered, and the board moves items from open to done. Open Improvements from the sidebar.

Where improvements come from

Improvements arrive from three places:

• A flow with an improvement action flags an answer for review.
• A help desk set to auto generate improvements creates one from the last answer before an escalation. See Ticketing and improvements.
• A person flags an answer manually while reading the Inbox.

Because they come from real conversations, improvements point at problems your visitors actually hit.

The board

Items are organized into lanes that represent their status, moving from open work through in progress and review to done, with an archive for items you want to keep but set aside. Each lane shows how many items it holds, and you can export a report for a lane.

An item carries the details you need to act: a title, how often the problem occurred, a priority, tags, and an assignee drawn from your organization's members. Use the search and filters at the top to focus on what matters now.

Work an item

Open an item to see its full description and the messages that triggered it, including the answers involved and their sources, with a link back to the conversation for context. Set its priority, tags, assignee, and due date, then work the fix. When the underlying knowledge or flow is corrected, mark the item done.

The improvement loop

Improvements close the loop between what visitors experience and what you change. A weak answer becomes an item, the item guides a fix to your knowledge or flows, and the next visitor gets a better answer. Working the board regularly is the single most effective habit for raising answer quality.