--- title: "Review and Inspect AI Responses" slug: "inspect-and-debug-ai-conversations" updated: 2026-11-07T06:35:40Z published: 2026-11-07T06:35:40Z canonical: "help.gladly.com/inspect-and-debug-ai-conversations" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Review and Inspect AI Responses Review and Inspect give Admins and Team Managers a behind-the-scenes view of how Gladly AI processes Customer messages, makes decisions, and generates responses. Use them to understand why a specific response was generated, why a Conversation was handed off to an Agent, and to leave feedback that helps your team continuously improve AI performance. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chat inspect summary.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) --- Use the clickable walkthrough below to see how to review and inspect AI responses: [Review and Inspect AI Responses](https://view.genially.com/6aed73597556ff377698ec87) > [!NOTE] > The Conversation Review panel is accessible within AI Sessions, visible only to select permissions > > Review and Inspect views are visible to users with Admin or Team Manager permissions. They are not visible to Agents. ## Open the Conversation Review panel The Conversation Review panel has two parts: Review, where you rate a response and leave feedback, and Inspect Summary, where you see how Gladly AI arrived at a response. The panel opens to Review. Select an AI-generated response to switch to Inspect Summary. 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger_menu.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D). 2. Select **AI Sessions**. 3. Click a Session where Gladly AI has engaged. The Conversation Review panel opens with the Review form. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/review from conversation summary (1).png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) 4. Click any AI-generated response in the Conversation. The panel switches to the Inspect Summary for that reply. 5. To return to the Review form, select the back arrow next to **Conversation Review** at the top of the panel. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/inspect summary (3).png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) If a Conversation was handed off to an Agent, a banner above the Conversation explains why and links to the turn where the transfer happened. Select **View turn** to open the Inspect Summary for that turn. Use **Previous** and **Next** at the bottom of the screen to move between Sessions without returning to the AI Sessions list. > [!WARNING] > Inspect is not available for Conversations before February 24, 2026 > > Sessions from before that date predate the data Inspect relies on. ## Read the Inspect Summary Inspect Summary is a step-by-step walkthrough of how Gladly AI arrived at the response you selected: which Guide it followed, what it looked up, what it did, and why it responded the way it did. Use it when you want to understand a specific reply or a handoff. ### Read the summary card The card at the top of Inspect Summary gives you the key facts about the turn: - **Turn and outcome**: The turn number and what happened, for example **Replied** or **Handed off**. Chips show how many tools Gladly AI used, how many messages it sent, and how many checks it ran. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/turn 2 handed off.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) - **Reason**: For a turn that ended in a handoff, why Gladly AI handed the Conversation off, for example because the Customer asked to speak to a person. Some handoffs also show a **Category**. - **Agent**: The Gladly Agent that handled the reply, linked to its configuration page. Some Sessions show the Agent version below the name. - **Guide and Sections**: The Guide Gladly AI followed and the Sections it moved through, each linked to its editor. Expand a Section to see the **Action** that ran, the **Sources** it retrieved, the **Guidance used**, and what Gladly responded. - **Quality check**: The overall result of the checks on the response, for example **PASS**. **Sources** lists the Knowledge Sources Gladly AI retrieved, under the search that found them. Select a Public Answer to expand it and read its content. Website pages link out to the page. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/inspect summary turn.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) > [!WARNING] > Sources appears only for Guides that use the Knowledge Sources action > > For Guides that do not use this action, Sources does not appear. ## Follow the steps Gladly AI took Below the summary card, Inspect Summary lists what Gladly AI did, in the order it happened, such as navigating to a Guide or Section, running an action, and sending a message. Select a step to expand it and see more detail. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/sections below summary.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) ### See which Workflow ran If your organization uses Workflows, Inspect Summary also shows a card for each Workflow that ran during the turn. Workflows run a fixed sequence of steps the same way every time, such as a required disclosure at the start of a Conversation or a message before a handoff. The card shows the Workflow name, linked to its editor, along with its version, the trigger that started it (for example, **On First Customer Message**, **Before Handoff**, or **On Customer Idle**), and the number of steps. A turn can show more than one Workflow card. Expand a card to see the steps that ran. A Workflow can also end a Conversation by handing it off to a person. To learn more, see [What are Workflows?](https://help.gladly.com/docs/what-is-workflows). ### Review quality checks Quality checks run on Gladly AI's response before it reaches the Customer. The summary card shows the overall result. Expand the quality check results to see a table with each check, its Status, and a Rationale. Each check shows one of the following statuses: - **Pass**: The response met this quality standard. A brief rationale explains why. - **Fail**: The response did not meet this quality standard. The rationale explains what was flagged. - **Turned off**: This check was not active for the current configuration. > [!TIP] > Understand turns and runs > > Each Inspect Summary covers one turn: a Customer message and the AI response to it. Turns are numbered in the order they happen in the Conversation. Select a different AI response to open that turn. > > A turn can include multiple runs: > > - **Run 0** is the initial processing of the Customer message. > - **Run 1, 2, and so on** happen if more Customer messages arrive while Gladly AI is still processing the previous one. Each run processes all messages received up to that point. > > When a turn has more than one run, a note on the summary card lets you know. ## Investigate a response with Review and Inspect Summary Use Review and Inspect Summary together for a complete look at an AI Conversation: 1. **Start with the outcome.** Open a Session and read the Conversation. Did Gladly AI resolve the inquiry, or did it hand off? 2. **Dig deeper.** Select the AI response you want to investigate to open Inspect Summary. Check the Guide and Sections, the Sources, and the steps Gladly AI took. 3. **Take action.** Use the links to open the Gladly Agent, Guide, or Section and adjust your configuration based on what you found. 4. **Leave feedback.** Return to Review to give a thumbs up or thumbs down and add details that capture what you found. ## Review Gladly AI performance The Review form gives Admins and Team Managers a structured way to evaluate how Gladly AI performed and leave feedback that informs ongoing quality improvements. ### Rate an AI-generated response 1. Open a Conversation on the AI Sessions page. The Conversation Review panel opens to the Review form. 2. Select the thumbs up or thumbs down button to indicate whether Gladly AI performed well or needs improvement. 3. Add optional details to give specific context, for example what the AI did well, where it fell short, or what should change in the Guide configuration. Submitted reviews are collected on the Reviews page, available from the main menu, so your team can track review patterns over time. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/review rating (1).png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) ### See Signals results for a Session If your organization uses Signals, the Review form also shows a **Signals** card for the Session. Signals uses AI to evaluate AI-handled Sessions against criteria you define, and the card lists each signal with its result for this Session, such as how Customer sentiment changed or whether a return was resolved. The label on the right of each signal is the result assessed by that signal's criteria, and Signals provided by Gladly are marked with the Gladly logo. Expand a result to read the explanation and see its run history, and use the thumbs up or thumbs down on the result to review it. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/signals in sessions.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D) ### Choose when to leave a review - **After a resolved Session**: Confirm that Gladly AI interpreted the Customer inquiry correctly, followed the right Guide, and gave an appropriate response. - **After a handoff**: Note whether the handoff was justified or whether the Guide or quality check configuration should be adjusted. - **During routine quality assurance**: Capture patterns across multiple Sessions to drive continuous improvement. ### View all reviews in the Reviews log 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger_menu.png?sv=2026-02-06&spr=https&st=2026-11-07T18%3A03%3A19Z&se=2026-11-07T19%3A03%3A19Z&sr=c&sp=r&sig=dfrofH8MCiGEpJL5qMvDj4YOjQFlXz6hG%2B%2FolB8Xt%2FY%3D). 2. Select **Reviews**. The Reviews page displays a table with the following columns: | Column | Description | | --- | --- | | Rating | The thumbs up or thumbs down rating for the review | | Comment | The feedback comment left by the reviewer | | Last Updated | The date and time the review was submitted or last modified | | By | The name and email of the reviewer, with a link to open the original Conversation | The table is paginated. Use **Previous** and **Next** to browse all submitted reviews. Use the Reviews log to spot recurring themes, track how AI performance changes over time, and prioritize configuration updates. For example, if several reviewers flag similar issues with a particular Guide, the log makes that trend easy to see. *Customer* or C*ustomers* refers to the people you support through Gladly who buy or use your products or services.*Conversation* or *Conversations* (with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.