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Why this answer

Every AI reply keeps an expandable audit trail — the knowledge it retrieved with similarity scores, the prompt it ran, and the actions it took.

paid plans

When a customer questions an answer — or a Live AI QA score flags one — "the AI said so" is not an explanation. Why this answer is: every AI reply on a paid plan keeps a reasoning trace, and expanding it in the inbox shows exactly what went into that reply.

An AI reply with its reasoning trace expanded — retrieved knowledge, similarity, and the prompt
An AI reply with its reasoning trace expanded — retrieved knowledge, similarity, and the prompt

What the trace holds

  • Knowledge used — each knowledge-base passage the answer drew on, with its source, retrieval strategy (vector / keyword / hybrid), similarity score, and the exact excerpt the model saw.
  • The prompt — the assembled instructions and knowledge context the model ran with, behind a Show prompt disclosure.
  • Actions — any agentic tools the turn invoked (an order lookup, a booking proposal) with their outcome.

The model's name is deliberately not part of the trace — traces explain grounding and behaviour, not vendor internals.

Where it works

Traces are recorded for every generated production answer — web widget, channels, and voice calls alike — with no toggle to remember: on paid plans they are always on. Canned fallbacks and cached repeats carry no trace (nothing was generated), and the panel simply isn't offered there.

Expanding a trace loads it on demand; nothing about the visitor-facing reply changes. Traces are visible to your team in the dashboard only — they are never exposed through the widget or the v1 API.

Reading one when something went wrong

The trace turns "the bot answered badly" into a diagnosis:

  • Right passage, low similarity — the content exists but is phrased far from how customers ask. Add an FAQ entry in the customer's wording.
  • Wrong passage retrieved — two pages compete for the same question. Tighten or split the source.
  • No passage covers it — a genuine knowledge gap; add the missing content.
  • An action misfired — the Actions row shows what ran and what it returned.

Retention

Traces are kept for 90 days, then deleted automatically; a shorter workspace data-retention window deletes them sooner, together with the conversation. An expired trace shows a notice in place of the panel — the reply itself is unaffected.

Where to go next

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