Topics inbox: triage Agent coverage gaps

The Studio → Topics inbox is one of the most useful surfaces in HelpAlive. Every question the Agent couldn’t answer well is captured, grouped into topics, and ranked — so your team always knows what to fix next.

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How questions get flagged

Whenever the Agent answers, HelpAlive watches for three signals: A question can carry more than one signal — for example, a thumbs-down on a weak match counts twice toward the topic’s score.

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Topics, not individual questions

Individual questions are noisy (“how do I cancel?”, “stop my subscription”, “delete account please”). HelpAlive groups similar questions together into topics so you see patterns instead of single questions:

• Cancellation flow — 47 questions in the last 30 days
• Pricing for additional seats — 22 questions
• How to invite a teammate — 18 questions

Topics stay stable as new questions come in — adding a few new ones doesn’t reshuffle your inbox.

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Ranking

Topics are ranked by volume × gap score — how often a topic comes up, weighted by how badly the Agent is failing on it. A topic asked 200 times with mostly confident answers ranks below a topic asked 50 times the Agent can’t handle.

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Working the inbox

Open Studio → Topics in your dashboard. Each topic shows:

• Question count in the selected window.
• Severity — high, medium, or low.
• Sample questions from the cluster.
• Sample answers the Agent gave (so you can spot weak ones).
• Status — identified, addressed, or ignored.

Click a topic to see all its questions, all its answers, and the rating distribution.

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Resolving a topic

Three options:

1. Add or update content in Agent → Train. Re-index, then publish.
2. Add a custom answer for things that aren’t doc-shaped — internal policies, plan-specific responses, time-sensitive notices. Configure in Agent → Personalization.
3. Ignore it for off-topic questions (“what’s the weather?”) or things genuinely out of scope.

After publishing a fix, watch the next 24–48 hours of traffic. The topic’s score should drop sharply if the new content is the right fit. If not, the topic stays at a lower rank.

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Filters

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What it isn’t

• Not a CSAT survey. The thumbs-up / down feeds in but isn’t the whole picture.
• Not Agent-tuning telemetry. Quality issues surface here, but the goal is product action — write docs, fix flows — not LLM tuning.
• Not a feature-request log. Some topics will be feature requests; treat those as input to product, not as docs work.

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Privacy

The inbox shows the actual text of user questions because reading them is the whole point. To keep this safe:

• Question text lives in a separate, secure store from your behavioral analytics.
• Personal information (emails, phone numbers, IDs) is automatically redacted before storage.
• You only see questions from your own users — never from other HelpAlive customers.

If a user requests deletion, their question history is removed from the inbox. See Data deletion.

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Next steps