Research and answers

Tori researches questions by reading your sources. It looks for information that helps answer the customer's actual question, then works out how to use it in their situation.

The Knowledge and research page explains what information you can give Tori. This page describes how Tori is instructed to use that information.

When Tori researches

Tori usually needs research to answer a question about your company or product. It doesn't treat its general knowledge as proof of what your company offers or how your product works.

It can answer without more research when it already has enough information from your instructions, the website background it starts with, or messages from your team. A greeting or a thank-you also doesn't need product research.

Looking for an answer

Tori looks at what the customer is trying to do, not just the solution they first suggest. It can read about several parts of your product and compare ways to solve the problem.

By default, it looks for a suitable, simple solution before suggesting a more complicated workaround. The customer's requirements matter. An approach that ignores those requirements is not treated as a complete answer.

If several options work and none is clearly better, Tori can explain the differences. It can also explain a workaround and its limits when no suitable built-in option exists.

You can guide what it should prefer. For example:

When several options meet the customer's needs, prefer the one they can set up without writing code. Explain the code-based option if they ask for more control.

Research updates

Before researching, Tori normally sends a short message to let the customer know it is checking the question.

If more research is needed, Tori shares useful findings first and explains what it is still checking. After that research, it adds the new information without repeating what it has already said.

It doesn't need another customer message to continue researching. If it needs information from the customer instead, it asks a clarifying question and waits for their answer.

You can change how Tori introduces research. For example:

When you start researching, say which part of the question you are checking. Avoid a generic message such as "I'll look into that".

Missing or conflicting information

Not finding an answer is different from finding out that something isn't supported. Tori should not turn a gap in your documentation into a definite answer about your product or policies.

When sources disagree, Tori uses their descriptions and the available context to work out which information applies. If it cannot resolve the conflict, its default is to ask your team for help rather than silently choose an answer.

If reasonable research leaves an important part of the question unanswered, Tori shares what it could establish and escalates the unresolved part.

Problems during research

If a technical problem prevents Tori from completing its research, its default is to explain what it couldn't check. It can share information it has already verified, but it should not fill the gap with a guess. The unresolved request is handled under the escalation defaults.

If Tori notices that it gave an incorrect answer, it is instructed to apologise and correct it.

There is no full research log in the customer dashboard at present. If you aren't sure why Tori gave an answer, contact us so we can help investigate it.