Monitor and maintain an agent

Review conversations to understand how visitors use your agent and where its answers can improve. Treat conversation text as potentially sensitive information and give access only to people who need it.

Monitor live conversations after launch to check that:

• visitors can submit questions and receive answers
• answers stay within the agent’s intended scope
• source links lead to relevant pages
• the Default Response appears for questions the agent cannot answer
• follow-up questions retain the expected context.

Investigate repeated unanswered questions. They may indicate a missing topic, a content gap, or a question that should remain outside the agent’s scope.

Use the test experience on the agent page to reproduce an answer without changing the live website. Compare test results with the live conversation and check whether the same topics and agent configuration are being used.

Users with the Chatbot Reviewer secondary role can view full chatbot conversations. Assign this role only to trusted users who understand how to handle information submitted by visitors.

Before sharing or exporting conversation data, remove or protect personal and confidential information according to your DXP Organization’s privacy and retention requirements.

Use the source of the problem to choose the smallest appropriate change:

• If the answer is written in the wrong tone or format, update Answer Guidelines.
• If the agent answers questions it should not answer, remove unrelated topics or clarify the agent’s scope.
• If the agent cannot answer a question that should be supported, connect the relevant monitored topic.
• If the answer is inaccurate or incomplete, review the source pages and the topic’s AI Readiness results before changing the agent.
• If the agent returns a fallback too often, check that the relevant topics have completed their scans and contain the required information.

Test after each change and keep a set of representative questions so you can compare results over time.

Review the agent when:

• website content or information architecture changes
• Content Intelligence reports new or unresolved AI Readiness issues
• a new topic is added or an existing topic is removed
• visitor questions reveal a new requirement
• answer quality or feedback trends change.

Keep the Default Response accurate and useful. It should tell visitors what they can ask about or where they can get help instead.

Conversations usage is subject to the limits of your DXP subscription. Owners and other users with subscription access can review the current allowance on the Subscription page. Contact your Squiz account team if you need help understanding a limit or changing your subscription.