Answer a customer's question

When a customer asks something on a call that you can't answer on the spot, Goose writes it down as a to-do. It can then research the answer from your workspace's documents and calls. When those don't cover the question, it can search the open web too. You check what it found, add anything it missed, and send the answer.

Find the question

• On Home, a Question for you card shows a question waiting on you. Press Answer. A question from a call opens on its meeting. Anything else opens its deal, or, if it isn't on a deal, the meeting or email it came from.
• On a meeting, open the To-dos tab. Questions show a Product Question, Technical Question or Security & Compliance chip.
• On a deal, open the Follow-ups tab.

See To-dos and follow-ups for everything else a to-do can do.

Let Goose research it

1. Press Research on the to-do. The chip beside it shows Researching while Goose works.
2. When Goose is done, the chip shows how it went:
   • Answered, with a confidence meter. The main button becomes Draft answer.
   • Check answer: Goose has an answer but isn't sure of it. Read it closely before you send it.
   • Needs human: Goose couldn't settle the answer. The main button becomes Draft question, which writes an email asking the customer for what's missing.

On a Home card, Show Goose’s answer opens the answer in place. If research is still running, Draft now writes the email straight away, without the research.

When Goose Brain has nothing

Goose Brain is your workspace's store of documents and notes. When Goose has looked a question up there and found nothing, the to-do says so (in the list, Nothing in Goose Brain yet) and offers:

• Ask Goose Brain: look again. Goose asks What are you looking for?, so you can say where the answer should be.
• Upload a document: add the document that has the answer. This shows only where uploading is available.
• Answer it myself: type the answer yourself (see below).

If Goose Brain still has nothing after you've asked again, Research the open web looks further afield.

Answer it yourself

If you already know the answer, or Goose's research is wrong, give Goose the answer:

1. Press Answer it myself. On a to-do showing Draft question, press the arrow beside it and choose Enter an answer.
2. Provide the answer opens. It shows The open question, then What research found if Goose found anything.
3. Type the answer under Your answer and press Save answer. Cancel closes it without saving.

×

Saving opens an email with your answer straight away. If you close it, the to-do keeps your answer, and its main button becomes Draft answer.

Send the answer

Press Draft answer. Goose writes an email with the answer for you to edit and, if you've connected Gmail, save to your Gmail drafts and send from Gmail. See Send a follow-up email.

If an answer was wrong and you want Goose to try again, press ⋯ (More actions) on the to-do and then Re-research.