Using Assistant Insights
Turn help-chat misses into articles customers can find next time.
Open Insights → Assistant insights to see questions from the help chat. Needs attention means the chat could not confidently answer from your articles — no match, a weak match, “Not quite” feedback, or a handoff to support.
Start with Fix these first. For each question, Desk explains why it missed and what to do. Use Write article for missing topics, or Improve article when the chat used a page that still fell short. After you publish, the assistant can answer that question next time.
Ticket volume stays under Analytics. Assistant insights are only about making self-serve answers better.
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