Double-checking facts
Before customers rely on a figure, price, date or policy, Dazza checks it against the page it came from, puts mistakes right in the same turn, and flags what it can’t confirm.
Dazza answers from your knowledge, and cites it. Double-check facts before answering adds a second pair of eyes: every reply that states a figure, a price, a date, a time or a policy is checked against the passages it cites (or, for a sentence with no citation, everything Dazza was given) by a small, fast model.
When something doesn’t match
What happens depends on whether the customer has already seen the reply.
Website chat, the chat link and app mode show replies as they’re written, so Dazza checks while it writes: each factual sentence is sent for checking as soon as it’s finished. Then:
- If a source says something different (“60 days” where your returns page says 30), Dazza corrects itself straight away, in the same turn: “One correction: you can return anything within 30 days of delivery for a full refund.” with the source cited.
- If your knowledge doesn’t cover the claim either way, the customer isn’t interrupted. The conversation is marked Needs checking in the inbox for your team.
Email and messaging apps are checked before anything is sent, so the customer only ever gets the corrected reply:
- A sentence a source contradicts is replaced by the corrected one.
- A sentence your knowledge doesn’t cover is left out when the rest of the reply still makes sense; otherwise the reply is marked Needs checking. In email Auto mode, a reply marked this way waits as a draft for a person to check and send.
In the inbox
Each reply that was checked says so: Facts checked, Corrected by its fact check (with the sentence before and after), or Needs checking, with the sentence your knowledge doesn’t cover. Press Mark as checked once you’ve looked; if the answer was wrong, reply to the customer and use Correct this answer so Dazza gets it right next time. The Needs checking label also shows in the conversation list.
In the preview in Agent, a line under each reply shows what the check made of it.
Speed and cost
Most replies have nothing to check. For those that do, the check usually adds well under a second, after the reply has already appeared: only quick-reply buttons and any correction wait for it. Settings shows how many replies were checked in the last 30 days and the time it added on average. The checks are counted with your AI usage.
Turning it on or off
It’s on by default, in Settings → AI model, on Growth and above. Only admins can change it.