Conversations and cited answers

Work → Conversations is where you talk to the brain yourself, and where every conversation your agents have on other channels can be read in one place.

How do I ask the brain something?

Choose + New, or just start typing in Ask the brain a question…. Pick a role surface first if you want the answer framed for a particular job (a sales engineer's answer is more technical than a generalist's).

The answer streams in, and you can watch the stages as it works: detecting your language, checking the question and finding relevant knowledge, then answering.

How do I know where an answer came from?

Every answer cites its sources with numbered markers. Click a marker to see the passage it came from and the document's title, right there in the conversation. The footer of each answer shows how long it took and how many sources it used.

Citations are for your team. On buyer-facing surfaces such as the website chat, the markers are removed and the answer reads naturally.

What happens when the brain won't answer?

If a question falls under your refusal policy, the reply is marked as a refusal and shows the refusal text you've configured. If the question is one the brain shouldn't attempt (small talk, or a question about another company), it's marked as deferred. Both are shown muted so you can tell them apart from a normal answer.

Can I see my agents' channel conversations here?

Yes. Conversations from email, WhatsApp, voice and your website appear in the same list. Filter chips narrow it down: All, Needs review, My chats, Email, WhatsApp, Voice, Website and Previews (chips with nothing in them are hidden).

Channel conversations are read-only here; to reply, take the conversation over from its channel. Conversations waiting in Needs review show a banner.

Can I turn a conversation into a record?

Yes. Produce outcome from this conversation writes up a conversation as a discovery call, demo, follow-up, qualification call, check-in, support call or a custom type. Appricity:

1. summarises the conversation;
2. adds the summary back into your knowledge, so the brain remembers it;
3. if Salesforce is connected, logs the activity and creates follow-up tasks against the account or opportunity you give it.

You can follow the progress through a link to the workflow run.

Can I tidy up old conversations?

Yes. Archive a conversation from the list. Its answers are kept for your records.

Which languages can I ask in?

English, French and Arabic are fully supported. The brain answers in the language of your first message and keeps to it for the rest of the conversation.