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Ask Tux why something happened in a text, email, or call conversation. Tux reviews the conversation, the decisions made along the way, and the flow of the customer profile, then explains what it found.

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Start an investigation

From a message: Hover over an AI-generated text or outgoing email and click the flag icon to ask Tux.
Ask Tux flag icon to the left of an AI-generated text message
Tux opens with a question about that message, ready for you to edit and send:
Tux composer with the selected message attached and the question: Why did the agent respond this way in this conversation?
If your open session is about a different conversation, Tux starts a new session. From Tux: Open Tux and name the lead, or share a conversation link. See Look up a lead.
Why isn’t the agent asking Alex Morgan for a zip code?

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What to ask

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Read the Possible issue card

When the evidence supports a specific cause, Tux adds a Possible issue card to its answer. The card shows:
  • Issue and confidence: what went wrong, rated high, medium, or low confidence.
  • Cause: where the problem comes from and why it happened.
  • Evidence: quotes from the conversation, your settings, or Tux’s review, each with its source.
  • Proposed profile correction: a suggested change, when the issue is in a customer profile.
  • Open conversation: a link back to the conversation.
Possible issue card showing a high-confidence issue, its cause, evidence, and a proposed profile correction
Cards stay in the Tux session where they were created. Reopen the session to review a card. To remove a card, delete its session.

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Fix the issue

Tux recommends changes but does not make them. To apply a fix, update the customer profile or open the flow in Flow Studio.

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Good to know

Tux reads the current published profile, which may differ from the one used during the conversation. Tux tells you when this could affect its answer. Recent follow-up messages keep a record of the strategy used when they were sent, so later edits do not affect that record.
Tux reviews a lead on a variant against that variant’s profile.
Tux can read call transcripts and outcomes. Details about the decisions made during a call may not be available.