A better conversation.
With every update.

Bring your source material together

The knowledge workflow accepts permitted website pages, text extracted from PDF documents, and manual FAQs. Teams can prepare useful source material without placing every answer inside the assistant’s instructions.

• Add a source for the website the assistant serves.
• Review and edit the extracted or written content.
• Approve the saved version, then publish it for answers.

Keep drafts separate from answers

Editing or recrawling a source returns the new work to the review workflow. Publication is a deliberate step, so preparing a correction does not mean it is already approved for visitor answers.

Test the questions customers actually ask

Use the playground to ask about the products, policies, and next steps described by your sources. Review the response and improve the underlying material where it is unclear. Knowledge quality and provider availability still affect what the assistant can answer.

Start with the conversation history

Visitor messages are stored so teammates can review what has already been asked and answered. The team can use that context when the visitor needs a more specific response or a human decision.

• Open the conversation from the workspace.
• Read the earlier messages before replying.
• Take over the exchange when human support is needed.

Make the transition understandable

Human takeover changes who handles the conversation. It gives the team a way to continue the visitor’s existing exchange instead of asking them to restart in a separate support channel.

Plan for team availability

A handoff still depends on someone being available to respond. Establish coverage and review the visitor-facing language so expectations match the team’s operating hours. Test both the assistant and human paths on your website before relying on them for live enquiries.

Start with a specific question

This illustrative update expands the reporting workflow with filters and downloadable results. Teams can choose a relevant slice of recorded activity before reviewing it in more detail.

• Select the period and filters for the review.
• Compare the summary with the underlying records.
• Export the relevant data for further analysis.

Turn a review into a next step

The fictional milestone focuses on practical follow-through: identify the questions visitors ask, inspect conversations that need attention, and use what the team learns to refine content or coverage. Reports provide a starting point for that review.

Reach the record you came for

This sample update develops the workspace’s browsing tools as the amount of recorded activity grows. Search helps narrow a list, while pagination keeps the result manageable.

• Search supported lists for the person or item you need.
• Move through older records in clear sections.
• Open the original conversation for its full context.

Keep the interface focused

The imagined improvement is about making everyday review easier. Teams can spend less effort scanning a long list and more time understanding the record that prompted the search, whether that is a conversation, contact, or content item.

Preserve the signal

This fictional fix improves the route from new visitor activity to the conversation that needs attention. Unread state gives the team a way to return to a message after the initial moment passes.

• Find incoming activity from the notification area.
• Open the related conversation directly.
• Review unread messages during the team’s regular checks.

Support a repeatable review routine

The illustrative narrative centers on a quieter kind of reliability: important activity should have a persistent place to be found. Notification preferences can shape the alerting experience while the conversation remains the shared record of the exchange.

Keep the issue moving after the chat

This illustrative milestone introduces tickets for enquiries that need investigation, another teammate, or a later update. A support request can remain visible while the work continues.

• Record the details needed to investigate the request.
• Assign responsibility for the next action.
• Update the status as the issue moves forward.

Return to a shared record

The sample story focuses on continuity across a longer support process. Teammates can revisit the same issue and understand its current state, helping the queue reflect the work that still needs attention.

Shape the reading experience

This sample update adds room to customize the help center separately from the messenger. Teams can choose an appearance that makes longer articles comfortable to read and easy to recognize.

• Adjust the help center’s visual presentation.
• Review how collections and articles are organized.
• Configure an address that fits the business.

Give shared links a clear destination

The fictional release narrative emphasizes consistency when visitors arrive from a saved link or a support reply. A recognizable address and readable layout help the help center feel like a deliberate part of the customer experience.

Publish explanations people can return to

This fictional release introduces a help center for answers that deserve more space than a chat message. Articles can explain a process, clarify a policy, or walk through a recurring support question.

• Organize related articles into collections.
• Prepare content before making it public.
• Give visitors a resource they can revisit and share.

Connect reading and conversation

The imagined milestone brings longer explanations into the same support experience as the messenger. A reader can start with a useful article and return to the conversation when their situation needs more specific help.

Match the message to the visit

This illustrative update brings more context to proactive messaging. Teams can decide which audience should see a message and when it should appear, rather than using the same opening for every situation.

• Review the audience rules for a message.
• Set appropriate days, hours, and timezone.
• Align the next step with the team’s availability.

Keep outreach purposeful

The sample narrative focuses on relevance. A proactive message works best when it offers something useful to the visitor’s current task and leads to an action the business is prepared to handle.

Put the right starting points in view

This sample release expands the messenger beyond a single empty thread. A home experience can introduce the assistant, surface useful content, and give visitors a choice of relevant next steps.

• Configure the opening experience for your website.
• Bring helpful content closer to the conversation.
• Keep the route into chat easy to find.

Make discovery feel deliberate

The fictional milestone explores a more guided visitor experience. Someone arriving with a common question can find an answer or begin a conversation from the same place, while the business can prioritize the content most relevant to its audience.