Check support answers for accuracy
Review a sample of replies for wrong facts and outdated advice.
Customer support · Software · On a schedule · Updated
Works with
- Slack
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Notion
- Confluence
- Box
Slack
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
Notion
Confluence
BoxHow do you check support answers for accuracy?
To check support answers for accuracy, set Maito to review a sample of replies on a schedule. It compares each reply with your current docs and pricing, lists wrong or outdated answers and traces patterns, such as an old saved reply. You get a short report in Slack with ticket numbers.
How it's done today
QA on replies happens rarely.
What Maito does
- Pick a sample of sent replies
- Check facts against docs and product
- List mistakes and coaching notes
Example
Loop run: Monday 8:00 AM · Weekly reply accuracy check
27 of 30 replies were accurate. 3 weren't. • #47711 and #47840: quoted Starter at $29 per seat. It has been $35 since Sept 1, per the Notion pricing page. • #47902: told a customer to turn off "Auto-sync" in Settings. That setting was removed in release 2.38. Pattern: both pricing errors came from Ravi, who joined Oct 5. The old price is still in two saved replies, "Plans overview" and "Upgrade help". No customer has complained yet. #47902 is the one most likely to cause a second ticket.
@Maito draft a short coaching note for Ravi. Friendly, not a telling-off.
Draft: "Hi Ravi, two replies last week quoted Starter at $29. It's $35 now. The saved replies 'Plans overview' and 'Upgrade help' still say $29, so it wasn't you. I'm fixing those. Could you send a quick correction on #47711 and #47840?"
Maito (8:00 AM):
27 of 30 replies were accurate. 3 weren't.
• #47711 and #47840: quoted Starter at $29 per seat. It has been $35 since Sept 1, per the Notion pricing page.
• #47902: told a customer to turn off "Auto-sync" in Settings. That setting was removed in release 2.38.
Pattern: both pricing errors came from Ravi, who joined Oct 5. The old price is still in two saved replies, "Plans overview" and "Upgrade help".
No customer has complained yet. #47902 is the one most likely to cause a second ticket.
Sam (8:10 AM):
draft a short coaching note for Ravi. Friendly, not a telling-off.
Maito (8:11 AM):
Draft: "Hi Ravi, two replies last week quoted Starter at $29. It's $35 now. The saved replies 'Plans overview' and 'Upgrade help' still say $29, so it wasn't you. I'm fixing those. Could you send a quick correction on #47711 and #47840?"
How to set it up
- Ask your agent
“Every Monday morning, pick 30 random support replies sent last week in Intercom, check the facts against our Notion docs, and send me the mistakes with a coaching note.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect docs
- Notion
- Confluence
- Box
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It can only check facts your docs cover. Tone and judgment calls on a ticket still need a human reviewer.
Questions
A sample size you choose. A weekly check of about 30 replies is a good start.
Your docs in Notion, Confluence or Box, and from pricing rules your team has shared with Maito.
It reports errors and where they come from, such as an outdated saved reply, and doesn't score people.
