Dri's questions: what she could not answer

Where to find it

In your account menu, under Dri's knowledge, Open questions tab.

The same entry opens the four tabs on the subject (Documents, Open questions, Conflicts and Quality) and stays highlighted while you are on any of them.

What Dri's Questions queue is

Every time someone asks Dri something (a customer on WhatsApp or on Telegram, or someone on the team in Dri's Chat) and she does not find an answer in the company's knowledge base, she replies "I don't have that information here with me. I've noted your question so we can improve." and the question is recorded here. It is the closed loop: customers say what is missing from the writing, and this screen turns that into an agenda.

With no open question, the screen shows "No open questions."

How you find out about a new question

Dri sends no notice when a question enters the queue: not on the bell, not over WhatsApp, and the menu shows no counter. Whoever discovers the question is whoever opens the Open questions tab. So open the tab every day: the answer only reaches the customer within 24 hours of their last message.

To see the conversations where this happened, use the filter Result: Could not answer in Actions. It lists the conversations in which some question went unanswered, including questions about the system itself, which do not enter this queue. A conversation still open, one that ended in an order, or one whose last message got no reply from Dri appears with another result (In progress, Completed or No reply), even if it had a question. That is why it is the Open questions tab that gathers all open questions, and the filter is for reading the conversation around the question.

Why the questions are sorted by frequency

Similar questions are grouped into a single card, and the list is sorted by what was asked most often. The top is literally the next document worth writing.

A question that is answered and then asked again shows up again as a new card: it is a sign that the answer did not get into the base well.

The numbers and reasons of each question

Each card shows how many times the question came up and by how many distinct buyers. Five questions from one person and five from five people call for different things: the first is a customer insisting, the second is a gap in the documentation.

Beside it comes the reason for the refusal:

• The knowledge base has nothing on this: a document is missing;
• What the knowledge base has didn't support the answer: there is related material, but vague or incomplete; a more direct document is worth writing.

⚠️ The WhatsApp 24-hour clock

In the corner of each card there is a clock, and it changes what happens when you reply. WhatsApp only allows free-form messages within 24 hours of the buyer's last message.

The answer always goes out over WhatsApp, to the phone of whoever asked. If the question came through Telegram or Dri's Chat, it goes to the WhatsApp of the person's registered phone. Someone with no registered phone does not receive the answer: let that person know another way. Even so, the answer can enter the base and apply to the next question.

In that case take extra care: the clock measures the last message of the conversation in which the person asked, not their last one on WhatsApp. Someone who asked through Telegram or Dri's Chat and has not written on WhatsApp for more than 24 hours may not receive the answer, even with a green clock. If the answer is important for that person, also let them know another way.

The clock counts from the most recent question in the group. If the customer sent another message afterwards, their window may be open longer than the clock shows: sending checks each customer's last message.

With the window closed, the reply box warns: "The 24h window has closed. The answer can enter the base now, but only reaches the buyer once there is an approved follow-up template — let them know another way if it is urgent." The answer is not lost: it starts to apply to whoever asks later. But that customer is not notified.

How to answer one of Dri's questions

1. On the card, click Reply.
2. Write the answer as you would send it to the customer, as a complete sentence.
3. Leave Save to the knowledge base checked if the answer applies to any customer; uncheck it if it is a one-off case (an agreed price, an exception for one customer).
4. Click Send answer (or Send to N buyers, when the group has questions from more than one customer). The answer goes to all of them.

What happens to the answer after sending

The screen shows the outcome, and it is worth reading:

• "Answer sent … and saved to the base.": the customer received it and Dri starts answering this by herself.
• "Saved as: …": the answer was short ("Yes") and Dri joined question and answer into a complete sentence to save. Check the sentence: it is what the company now states.
• "But it did NOT enter the base: …": the reason is written out. The most common: you unchecked Save to the knowledge base, or the answer was a referral ("I'll check", "talk to João"), which goes to the customer but is not knowledge.
• "Answered, but NOT delivered: …" or "Delivered to X of Y: …": some or none of the customers received it (window closed or sending failure). Let them know another way.
• "The answer was recorded, but is not yet in search.": it was saved and is not yet searchable; it enters at the next sync of the base.

Saved answers are kept in the Team answers document, on the Documents tab, and weigh as much as a Curated document: if they contradict a collected document, the team's answer wins.

Dismissing a question

Dismiss removes the whole group from the panel: nothing goes to the buyer and nothing enters the base. Use it for what is not for Dri to answer: a personal question, a mistake, a subject the team handles through another channel.

When the question is about Vendria

It's about Vendria is for a question that is not about your company, but about the system ("how do I see the conversation history?"). The whole group leaves this queue, with the conversation and the count, and goes to the Vendria team, which is who can answer it.

Already answered: checking what each answer became

Below the queue is the Already answered section, with the most recent answers. The summary at the top says how many have not entered the base yet. Each item shows:

• Answer to the buyer: the text the customer received (or should have received), with delivered to the buyer or not delivered to the buyer;
• In the base as: …, with the view document link: what was saved; or Not in the knowledge base.

Answering again a question that did not enter the base

On items with Not in the knowledge base., the Answer again button opens a box to write the complete answer. Save to the knowledge base saves the new version. This only fixes the base: the buyer does not receive another message, and the text shown as Answer to the buyer remains the original.

Common questions

Does a "Yes"-type answer enter the base? Only if Dri can join it with the question into a complete sentence; the screen shows that sentence. Otherwise, rewrite it with the full subject ("The self-adhesive paper is washable with a damp cloth.").

I answered one by one and the same question keeps coming. What do I do? A question that repeats a lot is a missing document. Writing the document solves the whole category: that is what the frequency order points to.

Do I get a notice when a new question comes in? No. Nothing notifies you: not the bell, not WhatsApp, not a counter in the menu. Open the Open questions tab every day, because the answer only reaches the customer within 24 hours.

I saved an exception by mistake. How do I delete just that answer? The screen has no way to delete a single saved answer: deleting the Team answers document erases all the queue's answers. Talk to the Vendria team. To avoid it, uncheck Save to the knowledge base whenever the answer is a one-off case.