🧠 AI Agent Reasoning: see why AI Agent does what it does
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✨ See exactly how AI Agent thinks behind every response, closure, and handover
What's new?
When reviewing AI Agent conversations, you can now expand the new Reasoning section under any message to understand its decision-making process:
What AI Agent is trying to achieve - The specific goal behind each response (checking return eligibility, gathering order info, etc.)
Which knowledge sources it used - See the exact guidance, help article, or action that informed messages and decisions
Why it made its final decision - Clear explanation of why it decided to close, snooze or hand over
Why this matters
Until now, the AI Agent was a bit of a black box. If it gave an unexpected response or made a surprising decision, there was no way to see why.
Now you can:
Instantly spot missing or outdated knowledge
Improve the content behind confusing or incomplete responses
Understand exactly how close/snooze/handover decisions are made
Build trust by seeing the AI Agent’s reasoning in action
Reasoning is available in all AI Agent conversations from September 1st onward.
Just click any AI Agent message and expand the Reasoning section to explore its thought process.
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