Understand a bot reply and review suggested fixes

When a bot reply surprises you, start from the reply itself. Ask the Coach about this reply opens a Coach conversation with that reply attached. This gives the investigation a specific starting point instead of relying on your description of what happened.

How it works

Opening the Coach does not start the investigation. Sending your question does. The investigation does not automatically change your settings or send a correction to the customer.

Which replies can you ask about?

There are two starting points:

A customer-facing bot reply in the Inbox. Choose the bot’s answer, not the customer’s question or a staff message.
An eligible reply from omotto in the conversation’s internal channel. This investigates what omotto said to the team, not a reply sent to the customer.

The action appears only when reply analysis is available, your account can view the conversation and bot settings, and the necessary record of the reply is still available. Not every old reply is eligible. Replies in rehearsals are excluded.

Being allowed to ask for an explanation does not give you permission to apply every suggested change. Applying a suggestion requires permission to change the setting or content it targets. See permissions.

Where to find it

Start in Inbox → customer conversation → bot reply actions, or use the action beneath an eligible reply in the conversation’s internal channel. The explanation and proposed fixes appear in the Coach conversation where you ask.

The setting is at Org Assistant → Skills → Explain a reply → Explain replies. That page is not listed in navigation or global search: keep your omotto site’s address and open /settings/org_assistant in the browser address bar.

Reports attached to a customer-bot reply have a small status badge on that reply in the Inbox. Open the badge to read the reports, their authors and their status.

Set it up

No separate setup is needed when reply analysis is available and Explain replies is on. To change that preference:

Sign in to the right workspace.
Open the setting described above.
Change Explain replies if you have permission to edit bot settings.

It saves automatically.

Start from a customer-bot reply

Open the customer conversation.
Find the bot reply you want to discuss.
Open that message’s actions. On a computer, move the pointer over the reply; on a phone, press and hold it.
Choose Ask the Coach about this reply.
Check the attached quote in the Coach message box.
Write what you want to understand.
Send the question.

For example: “Why did it ask the team instead of using our delivery policy?” or “What would need to change for it to give the right answer next time?” Explain what you expected, but do not assume the investigation will agree that the reply was wrong.

If you send without typing while a reply is attached, omotto uses Why did it reply this way? This default applies to the attached reply, not to an ordinary empty Coach conversation.

If the Coach is already open

On an eligible customer-bot message, the choices can be Add to this Coach conversation and Ask in a new conversation.

Add to this Coach conversation attaches the reply to the conversation you already have open.
Ask in a new conversation starts a separate discussion about that reply.

On a phone, Pick a reply temporarily gets the Coach panel out of the way so you can choose a bot reply in the Inbox. Return to Coach brings the panel back.

Start from an internal-channel reply

Open the customer conversation.
Open its internal channel.
Find the omotto reply you want to discuss.
Choose Ask the Coach about this reply beneath the reply, when offered.
Check that the quote says Team-channel reply.
Write and send your question, or send with no text to use the default question.

An internal-channel reply and a customer-facing reply have different records behind them. An explanation of one is not automatically an explanation of the other.

Paste a message link into the Coach

Use the link to an individual Inbox message, not just the conversation address.

Open the message’s actions in the Inbox.
Choose Copy message link.
Open the Coach conversation where you want to discuss it.
Paste the copied link by itself into the message box.
Wait for Checking message link… to finish.
Check the resulting reply quote.
Write and send your question.

An eligible link becomes an attached reference, rather than ordinary text in your draft. It must come from the same omotto site, belong to your current workspace, and point to a conversation you may view. Copying a link does not grant anyone access to it.

This pasted-link flow is for customer-bot replies. Use the action beneath an internal-channel reply to discuss that reply.

Settings

Setting	What it does	Default
Explain replies	Lets the Coach analyze an attached reply when asked. Turning it off removes this workspace’s reply-analysis availability. It is not the switch that turns customer replies on or off.	On for the workspace. The feature must also be available in omotto.

The setting description is Let the Coach analyze an anchored reply when asked. Here, “anchored” means a specific reply has been attached to the Coach discussion. Changes save automatically; there is no separate Save button.

What happens when…

A reply quote is attached

The quote is a reference to the reply being discussed. It can show Bot reply or Team-channel reply, a short excerpt, the conversation label, the customer name and the time, when available.

Before sending, the quote sits above your draft. Use its Dismiss control if you chose the wrong reply.
After sending, it appears with your question. Open conversation returns you to the original conversation.
The result can also carry the quote, so you can see which reply it explains.
If you no longer have access to the original conversation, the quote’s details can be hidden.

Removing a draft quote is not the same as dismissing a suggested fix. It does not delete the customer’s message.

The investigation is running

The analysis runs in the background. Its result arrives as a later message in the Coach conversation where you asked. If you open another Coach conversation, return to the original one through Recent chats to read the result.

Only one reply analysis can be queued or running for your account in the current workspace at a time. If another is already underway, A reply analysis is still running — open it leads to that discussion when it is available. Otherwise, wait for it to finish and try again.

A follow-up question about the same reply in the same Coach conversation can be added to the running investigation without starting a duplicate. After a completed investigation, a follow-up can start a fresh analysis. There is also a daily workspace limit; if the Coach says it has been reached, wait until another day rather than repeatedly sending the request.

The explanation arrives

The investigation uses the retained record of that reply: the surrounding exchange, instructions and information available at the time, and recorded actions or results where available. It can compare that record with today’s settings.

Today’s settings are not proof of what the bot saw then. If you changed guidance, knowledge or another setting after the reply, the explanation needs to distinguish the old situation from the current one.

Possible results include:

An explanation of why the reply followed the instructions or information it had.
A suggested change to your business guidance, a setting or knowledge.
An observation about omotto’s own behaviour that is reported for review.
A statement that there is not enough evidence to reach a reliable conclusion.

An absent record is not proof that something never happened. A missing or incomplete record can limit the explanation. No investigation guarantees a definitive cause or a proposed fix.

Suggested fixes arrive

Suggested fixes arrive in the Coach conversation, either for review in chat or as review cards. They are proposals, not changes that have already happened. Review in chat is on by default for amendments to existing skills and additions to existing knowledge documents. The Coach explains these changes in the conversation instead of showing the ordinary card. Other kinds of fixes use cards; a card can also appear when chat review is unavailable.

Read the proposed change and where it will apply, in the conversation or on the card.
Compare the proposed text or value with your intended policy.
Choose Save it in chat review or Save on a card only if you want that change saved.
Choose Not this one in chat review or Dismiss on a card for a suggestion you do not want.

You need the appropriate update permission for the target. If the underlying setting or document changed, the proposal may need another review or a fresh suggestion. If the target is no longer available, do not treat the old proposal as an applicable fix.

No card does not necessarily mean no suggested fix: check the conversation for the proposed change and Save it / Not this one. An explanation can also arrive without any proposal. The problem might not call for a change, the evidence may be insufficient, or the proposed target may no longer be suitable. For the wider review workflow, see reviewing Coach suggestions and teaching and learning.

You ask follow-up questions or request a report to omotto

Continue in the same Coach conversation so the selected reply remains the subject. Be explicit if you have added several replies: describe which one you mean and what you still want checked.

You can ask for the reply to be reported to omotto even if the investigation did not identify an omotto failure. For example: “Please report this reply to omotto with my question and the analysis.” This is a request in the conversation, not an Save action on a fix card.

A report can be filed at your request without changing the investigation’s conclusion. Asking for a report on an existing result does not by itself schedule another analysis. The report includes your questions for that investigation and its summary, plus any recorded evidence and suggested fixes. Those questions are copied out of your private Coach discussion into a report that team members with access to the Inbox conversation can read. Do not include information you want to keep confined to your Coach discussion.

For a report attached to a customer-bot reply, use the report badge described under Where to find it:

Open the report badge on the reply.
Check Pending review or Reviewed beside the report’s author and time.
If you are the author and the report is still pending, edit its text and choose Save, or choose Withdraw report to withdraw it.

After review, the report is read-only and can no longer be withdrawn. A report about an internal-channel reply, or one filed after the original reply’s record is no longer available, belongs to the conversation rather than a message badge. If you cannot find or manage it, contact omotto support. Do not interpret a report or its Reviewed status as confirmation of a bug or a promise of a particular fix or response time.

Troubleshooting

If the settings page says the feature is unavailable, enabling Explain replies alone does not make it available. Your choice is kept for when it becomes available. If you cannot open the page or change the switch, ask your workspace owner to check your permissions. Contact omotto support if access is correct but the feature still cannot be used.

What you see	What to do
No action on a reply	Check that it is a bot reply, not a customer or staff message. Check availability and your permissions. Older replies may no longer have the required record.
Link not available	Check that you are in the right workspace and still have access to the conversation. The message may have been deleted or may belong elsewhere. Remove the reference with Dismiss, then choose the right reply.
Only the bot’s replies can be discussed with the Coach.	Choose an eligible bot reply rather than the customer’s message. The feature also needs to be available.
A bad link blocks sending	Dismiss the error reference before sending ordinary Coach text, or replace it with an eligible reply.
The reply could not be attached	Try sending again. Do not assume the question was sent about the correct reply until the quote is present.
Not enough evidence, or an analysis failure	Read the limitation in the result. Add a focused follow-up if useful, or request a report to omotto.

If failures keep happening, contact omotto support with the affected message link and what you were trying to understand. Do not keep applying unrelated instruction changes just because an explanation could not be completed.