Answering a question from Sarrai in the expert channel

Short answer: open the Expert channel on the left in the menu, pick an open question and type your answer. Sarrai uses your answer to help the customer further. Respond quickly: if no answer comes in time, she hands the question off to the support inbox.

Step by step

1. Open the Expert channel from the menu on the left.
2. On the left, choose the channel: My channel (questions that are only for you) or a shared team channel.
3. If there's an open question, pick it up and give your answer. If there are no questions, you see All handled.

Your answer doesn't go to the customer word for word

This is the biggest surprise of the expert channel: what you type is not forwarded word for word. Sarrai rewrites it in her own voice and sends it as a normal answer, so to the customer it looks as if the AI knew it herself. The practical upshot: you can answer in shorthand or with internal terms; the rewrite turns it into a customer-friendly message. Just don't count on your exact wording coming through. The gist does, the form doesn't.

After you send, you still have a short Undo (around 15 seconds): it pulls the message back out of the customer's chat and withdraws the automatic knowledge base proposal. If the customer sends something new in the meantime, that option lapses.

Good to know

The expert channel is where Sarrai double-checks with you before she answers the customer. So your answer doesn't just help this one customer, it often also becomes a proposal for the knowledge base, so Sarrai can answer the question herself next time.

Speed matters. If a question sits too long, Sarrai apologises to the customer and hands the question off to a human in the support inbox.

Also searched as

"Sarrai is asking me a question", "answer a question internally", "what is the expert channel", "answering before the AI helps the customer"

See also

• Personal and shared expert channels
• How Sarrai works: from question to answer