Snippets and unanswered questions

Snippets are short answers you write yourself, in your own words, for one question or topic each. They are the quickest way to teach the agent something that is not in an article.

When to write one

The Overview tab collects questions the agent couldn't answer. They come from two places: conversations the agent handed to a person, and visitors who clicked that an answer did not help. Choose Answer them to open the Snippets tab with those questions ready.

Write the answer as you would say it to a customer. Keep it to the point: one question, one answer. You can add an optional link to show as the source. Without one, the agent cites the snippet by its title.

How the agent uses them

Snippets sit alongside your Knowledge Base and training sources. When a question matches a snippet closely, the agent leans on it, so a well-written snippet usually settles a question the agent was previously unsure about. The Overview counts these under Answers taught to the bot.

Tips

• Phrase the title as the question a customer would ask, for example "How do refunds work?", not "Refund policy".
• Do not duplicate an article. If the answer already exists in your Knowledge Base, make sure the Knowledge Base toggle on the Train tab is on instead.
• Check the result on the Test tab by asking the question the way a customer would.