> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apten.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Investigating Conversations

> Find out why the agent responded the way it did, and what to change.

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.

## 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](https://mintcdn.com/apten/upWnGKuFHYwYpi5a/images/tux/ask-tux-button.png?fit=max\&auto=format\&n=upWnGKuFHYwYpi5a\&q=85\&s=c88529a01dfbad452617ad15c25c6767)

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?](https://mintcdn.com/apten/upWnGKuFHYwYpi5a/images/tux/ask-tux-draft.png?fit=max\&auto=format\&n=upWnGKuFHYwYpi5a\&q=85\&s=66a52a737b5d140a47a4a02e8f939b46)

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](https://docs.apten.ai/tux/leads-and-profiles.md#look-up-a-lead).

> Why isn't the agent asking Alex Morgan for a zip code?

## What to ask

| Area | Example |
| - | - |
| Skipped or repeated steps | “Why did the agent keep asking for a date and time?” |
| Leads that ended early | “Why did this lead stop receiving messages after they replied?” |
| Unexpected replies | “Why did the agent respond this way to the lead's last message?” |
| Follow-ups | “Which follow-up strategy did this message use?” |
| Calls | “What happened on this lead's last call, and why did it end there?” |

## 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](https://mintcdn.com/apten/upWnGKuFHYwYpi5a/images/tux/possible-issue-card.png?fit=max\&auto=format\&n=upWnGKuFHYwYpi5a\&q=85\&s=983e1be409e13327d4ece51dd48c36fe)

Cards stay in the Tux session where they were created. Reopen the session to review a card. To remove a card, delete its session.

## Fix the issue

Tux recommends changes but does not make them. To apply a fix, update the [customer profile](https://docs.apten.ai/tutorials/customer_profiles.md) or open the flow in [Flow Studio](https://docs.apten.ai/flow-studio/overview.md).

## Good to know

> [accordion] What if the profile changed after the conversation?
>
> 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.

> [accordion] How does Tux handle profile variants?
>
> Tux reviews a lead on a variant against that variant's profile.

> [accordion] What can Tux see for calls?
>
> Tux can read call transcripts and outcomes. Details about the decisions made during a call may not be available.


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