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Question Management

The Questions page provides admins with a centralized view of all questions asked across your organization. Use it to monitor Chat Aid usage and respond to user escalations when help is needed.

Admin Access Required

Only admins can access the Questions page. Regular users cannot view questions from other users.

What Are Escalations?​

Escalations occur when users need admin help because Chat Aid couldn't answer their question or they're unhappy with the response.

How Users Escalate:

In Slack/Teams:

  1. User receives an answer from Chat Aid
  2. User clicks thumbs down 👎 on the answer
  3. User selects "Ask admin for help"
  4. All admins are notified (Slack DM if connected)

When Quota Exceeded:

  • Chat Aid automatically prompts user to ask admins for help
  • User confirms escalation
  • Admins receive notification

Escalation Statuses:

  • 🚨 Escalated - Waiting for admin response
  • ✅ Resolved - Admin has responded
  • None - Regular question (no escalation)

Viewing Questions​

Accessing the Page​

  1. Log in to Chat Aid dashboard
  2. Click Questions in the sidebar
  3. View all questions from your organization

Filtering Questions​

Use filters at the top to find specific questions:

Search Bar:

  • Search by keyword in question text

Status Filter:

  • 🚨 Escalated
  • ✅ Resolved
  • None (no escalation)

Source Filter:

  • API, Web, Widget, Slack, Teams
  • Only shows connected platforms

Date Filter:

  • Today, Yesterday, Last 7 days, Last 30 days
  • Custom date range
Finding Active Escalations

Set Status to "🚨 Escalated" and Date to "Last 7 days" to see questions that need your attention.

View Modes​

List View (Table) - Shows questions in rows with columns for status, date, user, source, question, and response.

Card View (Grid) - Shows questions as cards in a grid (default on mobile).

Click any question to see full details and conversation history.

Responding to Escalations​

When you click an escalated question, you'll see:

  • User's original question
  • Chat Aid's response
  • Full conversation history
  • Escalation reason and user feedback

How to Respond​

  1. Review the question and Chat Aid's original response
  2. Type your answer in the response text area
  3. Choose an option:
    • Resolve this escalation - Sends your answer and marks as resolved (✅)
    • Answer without resolving - Sends answer but keeps escalation active (🚨) for follow-up

What Happens:

  • Your answer is posted to the user in their original platform (Slack thread, Teams, Web, Widget)
  • Escalation status updates to "Resolved"
  • User receives notification
Best Practices for Responses
  • Provide clear, complete answers with links to documentation
  • Explain why Chat Aid couldn't answer (if applicable)
  • Suggest data source improvements if needed
  • Respond within 24 hours

Downloading Questions​

Export questions for analysis and reporting:

  1. Apply filters to select which questions to export (optional)
  2. Click Download button
  3. File downloads automatically

Export includes:

  • Question text and responses
  • User names, timestamps, sources
  • Escalation and resolution status
  • All questions matching your filters

Use cases:

  • Identify knowledge gaps in your data sources
  • Track escalation trends over time
  • Report on Chat Aid usage
  • Find common question patterns

Best Practices​

Daily Monitoring​

  • Review escalated questions at start/end of day
  • Respond to escalations within 24 hours

Weekly Review​

  • Download questions from past week
  • Identify recurring question patterns
  • Update data sources to address common gaps

Use Questions to Improve Chat Aid​

  • Identify missing data - What topics get escalated most?
  • Update documentation - Refresh outdated sources
  • Measure success - Track escalation rate over time
  • Configure auto-answer - Reduce escalations for common channels

FAQ​

Who can access the Questions page?​

Only admins. Regular users cannot view this page or see questions from other users.

Do escalations notify admins automatically?​

Yes. When a user escalates in Slack, all admins receive a DM from Chat Aid. For Teams/Web/Widget, check the Questions page directly.

Can multiple admins respond to the same escalation?​

Yes, but only the first response marks it as resolved (if "Resolve" is selected). Other admins can add follow-up responses.

Can I delete questions?​

No, questions cannot be deleted through the UI to maintain audit trail. Contact support@chataid.com for specific data deletion requests.

How far back does question history go?​

All questions are retained based on your organization's data retention policy (duration of subscription plus 1 month after cancellation).

What's the difference between "Resolve" and "Answer without resolving"?​

  • Resolve - Marks escalation as complete (✅ Resolved badge)
  • Answer without resolving - Sends answer but keeps escalation active (🚨 Escalated badge) for follow-up

Need Help?

Our support team is here to help you get the most out of Chat Aid.