The Issues page is where your team tracks what to improve in the bot. You flag a bot reply from a conversation, then follow it on a board until it is fixed: who handles it, how urgent it is, what was said about it. You find it in Improve › Issues.
Create an issue
Creating an issue from a real conversation is the most effective way to improve your bot, because it starts from a problem a user actually met.
In Conversations, open a conversation and select the bot message that went wrong.
Click Create issue.
In What is the problem?, give the issue a short title (for example Wrong answer about pricing).
Optionally, add a Description, a Category and a priority. The description is posted as the first comment of the issue.
The new issue appears in To do. If you did not pick a category, it goes to Unclassified issues.
Follow your issues on the board
The page opens on a Kanban board with one column per status:
To do: issues nobody has started yet
In progress: someone is working on it
Done: fixed. The column shows the issues closed in the last 7 days; older ones stay reachable from the All tab
Archived: issues you no longer need to see. The column stays folded until you click it. Only admins and managers can archive issues
Inside each column, issues are grouped by category. Each category keeps its own colour, in the board and in the list.
Change the status
Drag a card to another column.
Or open the issue and change its Status.
To update several issues at once, tick their boxes and use Change status in the bar that appears. Move to moves them to another category.
Find an issue
The tabs at the top (All, To do, In progress, Done, Archived) show one status at a time, with the number of issues in each.
The search icon looks for an issue by its title.
Filters narrows the list by Priority, Category, Author, Assigned and Date range.
Sort by orders issues by date (Newest first, Oldest first), priority, status or author.
List (top right) shows the issues as tables grouped by category instead of the board.
Work on an issue
Click an issue to open its detail panel.
Properties
At the top of the panel, under the title and its author:
Status: To do, In progress, Done or Archived
Priority: High, Medium, Low or None. It tells the team what to handle first
Category: the group the issue belongs to
Assigned to: the teammate who handles the issue. Any member of the bot can be assigned
Use case: for bot admins, a link to the use case that produced the flagged reply, when it is known
Click a value to change it.
Conversation
The Conversation block shows the flagged bot reply, highlighted in red, with the messages just before and after it.
Show earlier messages / Show later messages reveal the rest of the conversation.
The expand icon makes the preview taller; the external link icon opens the full conversation.
Logs opens the trace of the flagged reply, to see what the bot did step by step. It is available to bot admins.
📘 Logs are kept 30 days
The trace of an issue can be opened during the 30 days after the issue was created. Handle issues quickly to keep every detail at hand.
Navigate between issues
The up and down arrows (or K and J) open the previous or next issue, in the order of the board.
The link icon copies a direct link to the issue, to share it in a message.
Esc or the cross closes the panel.
Comment and mention a teammate
Comments are where the team agrees on what is wrong and how to fix it.
Type your comment in the box at the bottom of the panel, then click the arrow or press ⌘↵ (Ctrl+Enter).
Use the toolbar for bold, italic, underline and two heading levels.
If a comment cannot be posted, your text stays in the box so you can try again.
Mention a teammate
Type @ and start typing a name: pick a member of the bot in the list with the arrows and Enter, or click it. The mention appears highlighted in the comment.
When you post the comment, each person you mentioned receives an email with a button that opens the issue, on the right bot.
Only new mentions send an email: editing a comment does not notify again the people already mentioned.
You never receive an email for your own comment.
Only members of the bot can be mentioned. If the list is empty, invite your teammates from Settings first.
Organise your categories
Categories group issues in a way that makes sense for your team. Click Add a new category at the bottom of the page to create one, then move issues into it from the issue panel or with Move to.
You can group issues by type of problem:
Wrong answer: the bot answered, but the answer is wrong
Missing content: the knowledge base or the flows do not cover the question
API: an API failed or returned wrong data
Out of scope: requests the bot does not handle yet, to keep as a backlog of new use cases
Or by team: Content team, Product team, Customer service.
Editing and deleting
Edit or delete a comment: hover your own comment and use the icons. In edit mode, Esc cancels and ⌘↵ saves. A deleted comment cannot be recovered.
Delete an issue: open it, click ⋯ at the top of the panel, then Delete. Deleting is permanent: to keep an issue's history, move it to Done or Archived instead. Only admins and managers can delete issues.