How your calls get reviewed
Ansa reviews Sarah's calls, looking for questions she couldn't answer from your settings and answers that could be better. Reviews run daily for the first 14 days after Sarah's first reviewed call and weekly after that, and only when there are new calls to review. Whatever comes out of a review lands on the What Sarah learned page in the sidebar, and a What Sarah learned alert appears on your Notifications page when something needs you.
The top of the page tells you how many things need you and roughly how many minutes they'll take, or that you're all caught up.
The three groups on the page
Answer these.Questions callers asked that only you can answer. Type your answer (up to 800 characters, the way you'd say it on the phone) and click Save, or Skip it. Some come with a suggested answer you can use as is.
Approve these. Ready-made changes, such as a new FAQ answer, an updated service, or a new rule for work Sarah should turn down. Each shows what Sarah will say after the change. Click Approve or Not right. Changes that touch a price, a promise or a rule are marked to check carefully, and you approve those one at a time. When two or more of the others are waiting, Approve all takes them in one go.
Do these in settings. Things only you can change on another page, like your hours. Open the setting, make the change, then click Done, or Dismiss it.
Anything you save or approve is used from Sarah's next call.
Questions Sarah could not answer
When a caller asks something your settings don't cover, Sarah doesn't guess. She takes a message so you can call back, and after the next review the question appears under Answer these. Until you answer, she keeps taking a message when it comes up.
If a question is still waiting, you're reminded on day 2 and day 5. On Self-serve, the reminders appear on your Notifications page only. On Done-for-you, they also come by text (with Text alerts on) or email, with a one-tap link that opens the question so you can answer without signing in. The link works for 14 days.
History and Undo
Below the open items is a history of what Sarah learned, grouped by week, going back 90 days. Each change shows where it came from, for example From your calls, From your website or From your documents.
Click Undoon any change to put Sarah back to what she had before. If you've edited that same setting yourself since, Undo is blocked so it doesn't overwrite your edit. Change it on the settings page instead.
Where documents fit in
Files you upload on the Documentspage, headed "What Sarah learns from." (PDF, .docx or .txt, up to 10 MB each, 10 files at most), are not read during calls. Ansa uses them to suggest FAQ and service updates, which then show up here for you to approve. A price sheet is a good first upload. A scanned document with no text in it can't be used: the Documents page marks it "No text found".
Self-serve and Done-for-you
Self-serve: nothing changes without your approval. You work through all three groups yourself.
Done-for-you:the Ansa team makes the changes and the page shows them under "Our team is on it". Only questions that need your knowledge come to you, under Answer these. If one waits more than a week, the team can answer it for you. Some changes apply right away; others wait 48 hours before they go live, with a countdown such as "Goes live in 2 days". Click Stop this on any you don't want. More on Done-for-you.
Troubleshooting
Approving an FAQ says Sarah already uses 30 answers.
Sarah uses up to 30 answered FAQs on calls. Remove or combine one on the FAQ page, then approve again.
Undo won't work on a change.
You edited that setting after Sarah learned it. Make the change directly on the settings page.
The page is empty.
Nothing has come out of a review yet, or you're caught up. Items appear after Sarah has handled calls and they've been reviewed.
My one-tap link doesn't open.
Links expire after 14 days, and a link copied only in part won't work. Sign in and answer the question on the What Sarah learned page instead.