You replied to a customer, and moments later an amber card appeared in the conversation headed Possible inaccuracy. It shows what you said next to what your knowledge base says. That card comes from Agent monitoring: an AI double-check that compares answers against your company's own documentation.
The customer never sees it
The card is a private note. It is marked Not visible to visitor, and the customer's chat window shows nothing at all — no card, no gap, no notification. Only your team sees it, inside the conversation.
It also does not send anyone a push notification, so nobody is being pinged about your answer.
What the card shows
- You said — your own words, quoted exactly.
- Knowledge base says — what your documentation states instead.
- The source — which article or page that came from, with a View source button to read the passage in full.
If the flag is right
Correct it with the customer while the conversation is still open — that is the whole point of the note appearing immediately rather than in a report next month. A short "sorry, let me correct that" is usually all it takes.
If you think you were right
You often will be. The knowledge base can be out of date, or the customer's case can be a genuine exception. Tap Dispute / comment on the card and say so:
Think your answer was right and the knowledge base is outdated? Say so here — the people who review flags will see it.
Your comment is attached to the flag and marked as coming from the flagged agent, so whoever reviews it reads your side before deciding. You do not need any special permission to reply — if you can open the conversation, you can comment.
What happens next
Someone on your team reviews the flag and does one of two things:
| Decision | What you will see |
|---|---|
| Confirmed | The card stays and is marked as reviewed, with the reviewer's name and any note they left. |
| Closed | The card disappears from the conversation entirely — the flag did not count. |
Both are reversible, and a closed flag counts against nobody.
On your phone
The same card appears in the Yaplet mobile app, with the same View source and Dispute / comment buttons, and it updates live as reviewers make a decision.
If you review flags yourself rather than receiving them, read Review flagged answers.