In short
- Your questions, not a demo.The agent answers the questions your own customers asked, from a CSV of past tickets or chats.
- Clear outcomes.See how many it would answer with sources, send to a person, or could not cover.
- Gaps you can fill.Unanswered questions are grouped by meaning, each one a single answer away from covered.
- Private by design.Only the question column leaves your browser, and emails, phone numbers and card numbers are masked.
Every AI agent looks good on a few hand-picked questions. What you want to know is how it does on the questions your customers really ask. Ticket replay answers that before you go live, using the questions you already have in your helpdesk or chat history.
How a replay works
- Export past tickets or chats from your helpdesk as a CSV file.
- Open your agent's Knowledge tab and choose Upload past tickets.
- Pick the column that holds the customer's question and check the first rows.
- Remove anything you do not want processed, then start the replay.
- Leave the page if you like: the results appear when it is done.
Your file is read in your browser and never uploaded. Only the questions from the column you chose are sent. Emails, phone numbers and card numbers are masked before anything is stored or shown to a model, and repeated questions are merged. A replay and its results are kept for 30 days, then erased.
What the report shows
Your agent answers each question with its current content and settings, the same way it would answer a visitor. The report puts the results in plain groups, headed by how many questions it answered with sources.
- Answered with sources: backed by your own content.
- Would go to a person: the agent would hand the chat to your team.
- Not covered: your content has no answer yet.
- Answered without sources: replied without citing your content, so they don't count toward the headline.
You also get up to ten answered samples, with the answer and the sources it cited, so you can judge the quality yourself.
Close the gaps with a few answers
The questions your agent could not answer are grouped by meaning, largest group first, with other ways people asked the same thing. Click Add answer on a group, write the answer once, and it is saved as a Q&A in the agent's knowledge, live at once. Good answered samples can be saved to your tests, so your readiness score checks them from then on.
Replays per plan
Replays use AI credits. Each replay handles up to 500 questions. Every Premium size includes 5 replays a month; Free does not include ticket replay. One replay runs at a time per workspace.
Numbers you can trust
The headline counts only questions answered with sources, because those answers are backed by your own content and you can check them. Answers without sources are listed apart and do not count toward the result. Questions that could not run, for example because an answer took too long, are left out of every percentage, and the report says how many there were.
Everyone on your team can read a replay. Owners and admins can start one, add answers to gaps, save tests and delete a replay. Deleting a running replay stops it.