Work the inbox

Turn unanswered conversations into the next useful improvement to your help content.

Every widget conversation lands in the shared inbox. That includes answers with citations and questions the agent could not support from the current index.

Start with unanswered conversations

An unanswered question is a useful signal. Read the visitor’s wording, identify the page that should contain the answer, and decide whether the page needs a clearer explanation or whether the product needs a human reply.

Keep the source authoritative

Update the public page that owns the fact. Then refresh the source so future visitors receive the same answer from the same canonical page.

Handle sensitive requests carefully

Some workflows need a teammate. For example, with Shopify connected, Rinhelp can look up order status and request a refund, but a teammate approves the refund before it is created. Keep approval boundaries in the human workflow.

Close the loop

Repeat the loop when questions recur: read the conversation, improve the source page, re-index, and check the citation in preview.