Suggested answers

Dazza gets better from the work your team already does. It drafts new questions and answers for its knowledge, and you decide which ones to keep.

Find them in Knowledge → Suggested. The number beside Knowledge in the sidebar shows how many are waiting.

Where they come from

Your team’s replies

When a conversation was handed over and someone on your team answers it, Dazza looks at the customer’s question and the reply. If the answer would be true for anyone who asks, it drafts a Q&A: “When customers ask … the answer is …”.

It leaves out anything that’s only about that customer, such as their order, booking or account, and skips holding replies like “Let me check”. Names, email addresses, phone numbers and references are never kept.

Questions Dazza couldn’t answer

Questions Dazza couldn’t answer (the same ones listed in Insights) are grouped when customers ask the same thing in different words, with how many times it was asked. Dazza drafts the answer when:

• your knowledge now has it, for example a page you’ve added since, or
• someone on your team answered it later in the conversation.

Otherwise it’s waiting for you to write the answer.

Review them

Each suggestion shows the question, the drafted answer and where the answer came from. See conversation opens the conversation it came from.

• Add opens the question and answer to edit. Change anything, then Add to knowledge. It becomes a Q&A in Sources, written by you, so it outranks your website, and Dazza uses it from the next message.
• Write the answer does the same for a question nobody has answered yet.
• Dismiss removes it, and the same question isn’t suggested again.

Nothing is added to your knowledge without you. Only admins can add or dismiss suggestions.

Limits

• No duplicates: a question you already have a Q&A for, or one you’ve added or dismissed before, isn’t suggested again. When it’s asked again, the open suggestion’s count goes up instead.
• Up to 50 suggestions wait at once. New ones start again when you add or dismiss some.
• Unanswered questions from the last 60 days are grouped. New ones are checked when you open Knowledge, and every day.

Suggested answers are included on every plan.