Add answers your agent is missing
Add the answers customers needed, and check your agent uses them.
What to improve in Insights lists what customers needed and didn't get. Add an answer for the agents that need it, then check it in Preview.
Open What to improve
In Insights, find What to improve. The most urgent are first: anything that stopped a customer buying, paying or getting what they bought. To see the rest, select the row that says how many more there are, such as Show 2 more.
Select something your agent couldn't answer
You'll see the questions customers asked.
To read the chats first, select the button with the chat count, such as See the 6 chats. Then go back to Insights and select it again.
Some rows are chats your team hasn't replied to. Those open the chats, so you can reply to those customers.
Add the answer
Write it under Answer, or under What to tell customers for something you don't offer. If Used by appears, tick the agents that should use it. Select Save answer.
If it's something you don't want to answer, select Not needed. It won't come back.
Check it
Open the agent in Agents, select Preview and ask the customer's question.
What happens next
Once it's answered for every agent you're looking at, it moves to Fixed. If other agents still need it, it stays under What to improve and says which agents it's answered for.
Fixed shows whether later chats got the answer, such as "6 chats started since 12 Sep asked about it, and each got the answer". Until there are such chats, it says it's too early to tell.
If customers still don't get the answer, it goes back to What to improve. Add a new answer.
See how your agent is doing explains how each of these is counted.