A 15-minute weekly review of what your AI agent said
Once an AI agent is answering your customers, the most useful habit you can build is a short weekly look at what it actually said. Fifteen minutes is enough. You are not checking every message. You are looking for the handful of replies that were wrong, too long, off-tone or should have gone to a person, and turning each one into a better line in your business brief. This guide gives you the order to work in, the questions to ask your agent, a review sheet to copy and the mistakes that make reviews drag on.
Why a weekly review beats checking everything
In the first few days most owners read every reply, and that is sensible. After that, reading everything becomes a second job, and you start skimming. Skimming is where mistakes slip through, because a wrong price looks very like a right one at a glance.
A fixed weekly slot works better. You read fewer chats, but you read them properly, and you pick them on purpose rather than at random. Each problem you find gets fixed once, in the brief, so the same mistake does not come back next week. Over a month the review gets shorter, because there is less to fix.
Pick a quiet time and keep it. Monday morning before you open, or Friday afternoon after the last customer, both work well. Put it in your calendar like any other appointment.
What you need before you start
- Your AI agent open, such as Claude or ChatGPT, connected to Spaces. Conversations run through the agent, so this is where you ask for the chats you want to read.
- Your business brief, or a way to ask the agent to show it. This is the note in Spaces your agent reads before it replies.
- A notepad or a document for this week's review sheet. A copy of the one further down is enough.
- Your phone, in case you want to reply to a customer yourself from your own WhatsApp, Instagram or inbox.
If you use a chat app such as ChatGPT, Claude or Grok, it only acts when you ask it something in a chat, so your review happens in that chat. If you use an always-on agent such as Claude Code, Codex, OpenClaw or Hermes, it may have been replying all week on its own, so the review matters even more.
The 15 minutes, step by step
- Minutes 1 to 3: ask for the chats a person took over this week. Spaces can list conversations that were handed over, so you can see what the agent passed on and check none are still waiting for a reply.
- Minutes 3 to 5: ask for conversations that are unread or unanswered. Anything here is a customer who may be waiting. Reply to them first, before you review anything else.
- Minutes 5 to 10: read five chats the agent handled on its own. Choose one from each channel you use, plus your busiest day of the week.
- Minutes 10 to 13: for each problem you found, ask the agent to update one part of the business brief. Change only that part, so nothing else is cleared.
- Minutes 13 to 15: ask one test question for each change, the way a customer would type it, and check the new answer.
If you run out of time, stop after step 3 and finish next week. The order matters more than finishing: waiting customers first, then hand-overs, then quality.
What to ask your agent
You do not need to know any commands. Ask in plain words. These work well with any AI agent connected to Spaces:
Show me every conversation handed over to a person in the last 7 days,
with the customer's name, the channel and one line on why.
List conversations that are still unanswered or unread, oldest first.
Pick five conversations you handled on your own this week, one from each
channel, and show me the full chat for each.
Which questions did customers ask this week that are not in my business
brief? List them with how you answered.
Did you tell anyone a price, date or policy that is not in the brief?The last two questions are the most useful. An agent can usually tell you where an answer came from, and a gap in the brief is the most common reason for a weak reply.
What to look for in each chat
| Look for | Why it matters | Typical fix in the brief |
|---|---|---|
| A wrong or old fact | Customers act on prices, dates and hours | Correct the fact and add the date you checked it |
| A guess | The answer sounds right but is not in the brief | Add a rule: if it is not in the brief, say you will check |
| A reply that is too long | People read chats on their phones | Add: two or three short sentences, answer first |
| The wrong tone | Too formal, too chatty or too many emojis | Paste one of your own replies as an example |
| A missed hand-over | A complaint or refund was answered by the agent | Add the topic to the hand-over list |
| An unneeded hand-over | A simple question waited hours for a person | Add the answer to the FAQs |
| A slow reply | The customer wrote twice or gave up | Check how often a chat app is being asked to look |
A worked example
Here is one chat a bike shop owner found in their weekly review. Names and details are examples.
| Who | Message |
|---|---|
| Customer | Hi do you fix e-bikes? |
| Agent | Yes, we service most bikes. A full service is £85 and takes two working days. Would you like to book one in? |
| Customer | It's the motor that's cutting out, not a service |
| Agent | Thanks for explaining. I'll check with the workshop and come back to you today. |
Nothing here is badly wrong, but the first reply answered a question the customer did not ask. The brief had a service price and nothing about e-bike motors, so the agent filled the gap with the nearest fact it had. The owner then asked the agent to add two lines to the brief:
E-bikes: we service the bike, but motor and battery faults go to the
workshop for a look first. Say: "We'd need to see it. Can you bring it in
for a free check?" Then hand the chat to Dan.
If someone asks "do you fix X?", ask what the problem is before quoting.One chat, two lines, and every e-bike question from now on gets a better first reply. That is what a good review looks like.
A review sheet to copy
Keep one sheet per week. After a month you will see the same kinds of problems fading, which is the best sign the review is working.
Week of: ____________
Waiting customers found and answered: ___
Hand-overs this week: ___ Still waiting for a person: ___
Chats read in full: ___
Problems found
1. Channel: ____ What happened: ______________________
Change made to the brief: __________________________
2. Channel: ____ What happened: ______________________
Change made to the brief: __________________________
New questions to add to the FAQs: ______________________
Anything to tell the team: _____________________________When the review finds something serious
Most weeks you will find small things. Now and then you may find a reply that promised a refund, quoted a price you do not offer or answered a medical or legal question. Deal with the customer first: correct the answer yourself, from your own account, in the same chat. Our guide on what to do when your agent gives a wrong answer covers the wording.
If you are worried more replies like it are going out, you can pause all sending for the whole workspace in Settings with Pause everything. Reading keeps working while you look. You can also ask your AI agent to hold replies as drafts for a while, and nothing goes out until you approve it. Many owners do that for a week after a serious mistake, then let the agent send on its own again.
Common mistakes
- Reading only the easy chats. Pick at least one hand-over and one long conversation each week.
- Fixing the reply but not the brief. If you only correct the customer, the agent will say the same thing next time.
- Replacing the whole brief to change one line. Ask for a one-part update, so your hours are not cleared because you only mentioned prices.
- Skipping the test question after a change. It takes a minute and catches most misunderstandings.
- Letting the review grow to an hour. If there is that much to fix, hold replies as drafts for a few days and fix the brief properly.
- Doing it alone when you have a team. Share the sheet, so staff know what changed.
Summing up
Fifteen minutes, once a week, in a fixed order: waiting customers, hand-overs, five full chats, one fix per problem, one test per fix. Write down what you changed. After a few weeks you will spend most of the slot confirming things are fine, which is exactly where you want to be.
Pricing
FAQ
How many chats should I read each week?
Five full conversations is a good starting point, plus a quick look at every hand-over and anything unanswered. If you find problems in most of the five, read more the following week until things settle.
Can my AI agent pick the chats for me?
Yes. Ask it for the conversations that were handed over, the ones still unanswered, and a few it handled alone from each channel. It can read the messages in each chat through Spaces and show them to you.
Where do I make the fixes?
In your business brief, the note in Spaces that your agent reads before replying. Ask your agent to update only the part that needs changing, so the rest stays as it is.
What if I find a reply that should never have gone out?
Correct it with the customer yourself, in the same chat. If you think more replies like it may be going out, pause all sending in Settings with Pause everything while you look, or ask your agent to hold replies as drafts for a while.
Do I still need a weekly review if I approve every draft?
It is shorter, but still useful. Approving drafts one by one shows you single replies. A weekly look shows you patterns, such as a question that keeps coming up and is missing from the brief.
Should my staff do the review instead of me?
Anyone who knows your prices and policies can do it. Keep one person in charge of changing the brief, so the agent never ends up with two versions of the same rule.
What day is best for the review?
A quiet time just before your busiest days works well, because fixes are in place when the most messages arrive. For many shops and salons that is a Monday morning or a Thursday afternoon.
Does the review take longer with more channels?
A little. Read at least one chat from each channel, because the same agent can sound different on WhatsApp and on email. The fixes usually go in one brief that covers every channel.