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Review the answers your AI agent gave

2 min read Updated October 16, 2026

Open the conversation in the inbox. Every message is shown in order, and each answer from your AI agent is labelled with the agent's name and AI agent. Under the answer you can see the articles it cited.

#What you see in a conversation

Each kind of message looks different, so you can tell who said what:

MessageHow it appears
CustomerA customer bubble.
AI agentLabelled with the agent's name and "AI agent".
Teammate replyA reply bubble from you or a teammate. It shows "Seen" once the customer has seen it.
NoteA separate note bubble. Only your team sees notes.
EventA line such as "Riley Park assigned this conversation to Justin Owner."

#See which articles the agent cited

Each cited article is listed under the AI answer. It shows the article's collection in bold and the article title, for example Billing, "Exporting invoices as CSV".

Use the citations to check the answer against its source:

  • If the cited article doesn't say what the agent said, fix or rewrite that article.
  • If nothing relevant is cited, the agent may have had nothing to go on. You may need a new article.

#See how sure the agent was

In Training, the Review screen shows the agent's answer under the heading "FERN SAID" (the heading uses your agent's name). Next to it you see:

  • A confidence score, for example "Confidence 0.80".
  • The reason for that score, for example "Search matched only some words."

The score and reason are read-only. Internal notes are never shown in this view.

Conversations where the customer rated the answer as not helpful, or that were left unresolved, can appear in the Review queue. The Agent tab has a threshold. It decides when the agent hands a conversation to a person, based on the AI's confidence.

#Read a conversation from your AI coding tool

If you use the HelpWell MCP server, the read_conversation tool reads one conversation message by message. Give it the conversation id. It returns:

  • what was asked
  • what the agent said
  • which articles it cited
  • which tools it used

This tool protects customer privacy:

  • The contact record is never included.
  • Email addresses in messages are replaced with "[email]".
  • Tool calls are listed by name only.

The recent_conversations tool lists recent conversations with their topic, tags, rating and the customer's last message. Use it to find an id. It is read-only.

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