Stay in the loop! 📅 April Product Update Recording Available

Helene H

Couldn't join us live for our April Product Update? Catch up now with the recording and slide deck to explore all the latest enhancements and features released on April 24, 2025. We also gave a preview of TRACE score which will be launching in BETA in late May.

My favorite feature? Definitely the ability to assign guests to multiple sections at once! 🙌

👉 Watch the Recording & View Deck

Have questions? Check out the Q&A highlights in the comments below!

Save your seat for our next Product Update!
👉 Register Now

Helene H

Q&A from the Chat!

Q: Remind me, are custom reports an add-on?
A: They are! Your Account Manager can work with you to get this added to your package.

Q: We do not use AI but have experienced the change in the algorithm, looking for the most updated versions of responses. We have many Q&A that are static, meaning they are simple Yes responses that do not need to be updated. They then fall outside the algorithm that looks for the most updated content. Are these situations being considered when creating algorithms?
A: Yes! It is looking at the broader base of content you have to ensure the content is accurate. We will have more information on the best way to set up your library to accommodate this as TRACE gets broadly rolled out.

Q: So they can be guests without actually needing to be added as users in the system?
A: Yes! You can use the guest feature in projects to pull users in for help without giving them full user access into Responsive.

Q: Does the help banner indicate which user is being flagged as the issue? And is there an easy way to go back and add them as an owner to resolve the error?
A: There is not an indication — it simply won't let you add anyone who isn't listed as an owner.

Q: Is it possible to create multiple dates within a task for different milestones?
A: This is a great question, Tiffany — you can create task checklists within tasks in Projects. However, this is not yet available in the Content Library. We'd love to gather a use case we can share with our product team!

Q: How soon after a task is created does a user get an email notification about the task?
A: Once the task is created, users will begin to get the Daily Task Report notifications.

Q: Task creation date — is it the date when the review was created? Is it system date? I did not see it as editable.
A: You can customize this in Organization Settings under Content Library > Content Review > Scheduled Review > Review Task Creation.

Q: I had an actual response from AI the other day that said, in its entirety, "I don't know." Will TRACE help eliminate stupid responses like that?
A: TRACE will not necessarily update the response itself, but it will likely score that as a "bad" response. I recommend working with your CSM to understand why that response appeared.

Q: How does the tool evaluate accuracy?
A: TRACE looks at facts, figures, and references — essentially comparing source material with the written response.

Q: Will TRACE score state how the response is incomplete, etc.?
A: Yes, TRACE will assess whether a question has been fully answered by using the Completeness score.

Q: Do users influence the TRACE score? Similar to giving a pair a star rating? Or is TRACE score system generated?
A: The TRACE score is system-generated based on an algorithm that evaluates accuracy, relevance, and more.

Q: Is TRACE score part of the Advanced AI bundle?
A: Great question — as the feature moves out of Beta, your Account Manager and CSM can help determine how it fits within your AI package.