--- title: "Use Insights Agent" slug: "using-insights-agent" updated: 2026-06-30T13:52:49Z published: 2026-06-30T13:52:49Z canonical: "help.gladly.com/using-insights-agent" --- > ## 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. # Use Insights Agent | **ADD-ON FEATURE** **Insights Agent is available** **at no cost during this preview period**, with paid pricing expected later this fall. Reporting access in Gladly is required to use it. To get started, contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team) or your SAM if you’d like to activate this feature. | | --- | > [!NOTE] > Understand Insights Agent access > > All users with Reports access can ask Insights Agent questions and get answers with charts and tables. Analyst users with Insight Builder access can also dig into the underlying Explores to drill into the raw data behind any answer. ## Before you start You need access to Reports to use **Insights Agent.** If you do not see the Reports section in Gladly, reach out to your Gladly Team Administrator. ## Access Insights Agent 1. From Gladly, go to **Reports** in the left navigation menu. 2. Click **Start a conversation**. ![User interface showing a button to start a conversation in reports section.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/nav to start a conversation (1).png) 3. Select the collection of data (your specific Insights Agent) you want to analyze. 4. Start chatting with the conversational assistant to begin collecting insights. ## Start a session Before asking specific questions, it helps to orient Insights Agent to what you need. Try starting with one of these warm-up prompts: - "Tell me about this data." - "What are some questions I could ask?" These prompts surface what data is available and suggest useful starting points based on your org's report data. ![User interface displaying data overview and question prompts for customer service metrics.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/get started options insights agent.png) > [!NOTE] > Choose the right mode for your question > > The input bar includes a mode selector with two options: **Fast** (returns answers quickly) and **Thinking** (takes more time but handles complex questions more reliably). Thinking mode is selected by default and is the better choice for most questions. Switch to Fast for simple lookups where speed matters more than depth. ![Dropdown menu showing options for 'Fast' and 'Thinking' with descriptions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/fast thinking options.png) ### Ask follow-up questions Insights Agent maintains context within a session. You can ask follow-up questions that build on previous answers, or compare results across different questions in the same conversation. For example, after asking about AI session recontact rates, you can follow up by asking how that compares to team member First Contact Resolution rates, and the Insights Agent will reference both results in its response. > [!NOTE] > Refine a question without adding to your conversation history > > If a result isn't quite what you needed, you can edit your original question rather than asking a follow-up. Hover over any question bubble to reveal the edit and delete icons, click the pencil icon to modify the text, then click **Update** to rerun Insights Agent with the revised prompt. This keeps your conversation focused and avoids building up a chain of corrective questions.![User interface displaying a query about channel performance and FCR percentage.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/update insights agents query.png) ## View and manage your conversation history Previous conversations are saved and accessible from the panel on the left side of the Insights Agent interface. Your conversation history is specific to your user account and is not visible to other users or managers. You can return to a previous conversation at any time to review answers or continue from where you left off. ![Menu displaying recent conversations with highlighted options for user selection.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/recent history.png) Conversations are named automatically based on your first question. To rename or delete a conversation, hover over it in the sidebar and click the three-dot menu. Deleted conversations move to Trash and are not immediately removed. ### Review the underlying data After Insights Agent returns a result, you can expand **Show reasoning** to see how Insights Agent approached your question: which data sources it considered, what fields it selected, and what it ruled out. If a result looks unexpected, check the reasoning first. ![Exploring metrics to identify agents handling conversations efficiently and quickly.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/show thinking.png) You can also click the **Open in Explore** button (the circle icon next to any query result) to open the underlying query in Gladly's Insight Builder, where you can view the full dataset, adjust filters, add or remove fields, and download results as a CSV. For more on working with Insight Builder, see [Work With Insight Builder](https://help.gladly.com/docs/work-with-insight-builder). For guidance on writing questions that get the most accurate results, see [Getting Better Answers from Insights Agent](/product-docs/docs/getting-better-answers-from-insights-agent).