What are Actions?

Actions looks at your support conversations and groups together the questions, issues and suggestions that keep coming up. It helps you spot what your help center doesn't answer yet, so you can fix the gap once instead of answering the same question again and again.

Actions is available on the Business and Unlimited plans. It replaces the old failed searches report. See Where can I see questions the AI couldn't answer?

Open Actions

Click the Actions icon in the left menu of your dashboard. Actions are sorted into three tabs: Questions, Issues and Suggestions. Each one shows when it was last asked and how many conversations it came up in.

Types of actions

Fill the gap

Click an action to open it. You'll see a short summary of what customers are asking, the Conversations it came from, and any Related Knowledge you already have on the topic. From there you can:

• Improve Knowledge: Juno, your AI assistant, reads the conversations, checks your knowledge base and suggests either an edit to an existing article or AI FAQ, or a new one.

• Add Article or Add AI FAQ (in the ⋯ menu next to Improve Knowledge): write the answer yourself.

• Copy Context: copy the action's summary to use elsewhere.

Once the gap is filled, the AI can answer the next customer who asks the same thing.

Action statuses

Change an action's status from the Status menu on its page:

• Open: needs your attention

• Resolved: you've filled the gap

• Dismissed: doesn't need any work

The Actions list shows open actions by default. To see resolved or dismissed ones, use Filters at the top of the list.

Tip

Check Actions once a week. The most frequent questions are usually the quickest wins for your AI.