Skip to main content

​
Review Maya Asks

Maya Asks is the queue of caller questions Maya couldn’t answer because no matching FAQ exists. Reviewing it regularly and converting questions to FAQs is the fastest way to improve Maya’s accuracy over time.

​
Before you start

You need the AI CSR module enabled. Items appear in Maya Asks only after callers have asked questions outside Maya’s current knowledge base. The queue is visible to any team member with AI CSR access.

​
Steps

  1. In the left navigation, click AI CSR to open the dashboard.
  2. In the Action Required section, click Review gaps next to the Maya Asks count. Alternatively, navigate directly to /receptionist/asks.
  3. The page opens to the Maya Asks queue. At the top you’ll see three filters:
    • All — every unanswered question from any time period.
    • Asked ≥3 times — questions multiple callers have asked, making them high-priority FAQ candidates.
    • This week — questions asked in the current week only. Select the filter that suits your workflow. Asked ≥3 times is a good starting point because those questions are most likely to recur.
  4. Each item in the queue shows the question, how many callers asked it, and when it was last asked.
  5. For each question, decide what to do:
    • Click Listen 30s to play a 30-second clip from the source call and hear the question in context before deciding.
    • Click Add as FAQ if Maya should learn to answer this question. The FAQ editor opens pre-filled with the question — write the answer and save it.
    • Click Not relevant if the question is a one-off or outside your service scope. This removes it from the queue without adding a FAQ.
    • Click See source call to open the full call detail for more context.
  6. Work through the queue until all items are either converted to FAQs or dismissed as not relevant.

​
Result / verify

After you click Add as FAQ and save the answer, the question moves out of the Maya Asks queue and into the active FAQ list at /receptionist/settings/faq. Maya will reference the new FAQ on the next call where a caller asks a matching question.