On this page
  1. Test before visitors do
  2. Fix an answer from the inbox
  3. Find what Cubby couldn’t answer
  4. A weekly 15-minute routine

Test before visitors do

Open Live chat › Knowledge base › Test (the playground). Ask questions the way a visitor would. You see the answer, the source it came from, and whether Cubby would hand over.

The playground follows the same path as a real conversation but doesn’t use AI answers and doesn’t create a conversation.

Good questions to test:

  • The ten questions you get most often, worded a little differently each time
  • Questions you expect Cubby to hand over (“Can you change my order?”)
  • Questions in another language, if you use translation

Fix an answer from the inbox

When Cubby gives a wrong or weak answer in a real conversation:

  1. In the inbox, open the AI message and choose Fix & save.
  2. Write the correct answer.
  3. Save. It’s stored as a Q&A pair for that question.

Next time the same question comes in, your saved answer is sent as written, without asking the model.

Find what Cubby couldn’t answer

The Stats tab of the knowledge base lists questions that had no match, grouped and counted. Answer the most frequent few each week and the hand-offs go down.

A weekly 15-minute routine

  1. Look at the not-answered list and add answers for the top three.
  2. Review the draft inbox.
  3. Check pinned FAQs flagged as unclear.
  4. Ask the playground the questions you just fixed.