The weekly email
Every Monday at 8am you get an email listing every question your assistant couldn’t answer last week. Grouped by topic, sorted by frequency. The most-asked unanswered question goes to the top.
The triage flow
Click through to the portal’s Triage view. Each unanswered question is in one of three states:
- Open - not yet looked at.
- Dealt with - you’ve added or fixed the source content that should answer it next time. (When you mark dealt with, the system suggests a re-test.)
- False positive - the question was off-topic, spam, or already answerable but the classifier missed it. Marking false positive helps tune the classifier for your school.
The fifteen-minute ritual
- Open the Monday email. Skim the top five.
- For each one, click through and read the parent’s actual wording.
- Decide: add a policy, fix wording on an existing page, pin a URL, or false positive.
- Make the change. The portal shows what you added and runs a test query against your new content.
- Mark as dealt with.
Most schools find that within 4-6 weeks the unanswered-question list shrinks to almost nothing - just genuinely new questions as the year progresses (e.g. summer fair queries arriving in May).
Using the parent’s wording
When you add or edit a policy in response to triage, use the parent’s own phrasing somewhere in the document. Vector search rewards semantic similarity, but exact phrasing match is the surest fix.
Bulk-marking false positives
The portal lets you select multiple unrelated off-topic questions (typically scraper or bot noise) and mark them false-positive in one click. This keeps your stats clean.
Sharing the load
The triage view shows who marked what. A senior leader can see at a glance which office-team member is keeping on top of the queue.