Answer Threads rely on having the correct information as a Public Answer to properly answer questions. Assign someone in your team to review Draft Answers weekly to QA and review suggested Answers.
Whenever Answer Threads hands off a Customer to an Agent because it can’t answer a question, it’s intelligent enough to review the proceeding Conversation with an Agent and provide a suggested Public Answer as a Draft Answer.
Both the title and content body are suggested, and a rationale for the suggested content is provided.
Click Add Answer to convert the Draft Answer suggestion as a Public Answer. You can edit the content body to enhance it further before it’s published and add an associated Audience. Another option, without adding the suggestion directly, is to review the suggestion and determine if there is an existing Public Answers you can update to include the information.