10. Leads & Questions Inbox

Klariton captures two kinds of end-customer input: questions people ask at your touchpoints, and leads where someone explicitly asks to be contacted. The Questions Inbox turns repeated questions into better content. The Leads area gives your team the context needed to follow up.

Area	What it is for	Status
Questions Inbox	Review real end-customer questions and promote useful ones into BIQs	LIVE
Aggregated question view	Cluster similar questions so you can act on themes, not only wording	LIVE
Lead list and lead detail	Read contact requests with touchpoint and persona context	LIVE
Lead workflow editing	Move leads through sales stages, add notes, document replies	COMING SOON

Questions Inbox

Open Questions Inbox to see what customers actually ask. Each row shows the original question, an answer preview, answer source, touchpoint, persona when detected, language, feedback when available, and status.

Answer sources can be:

• BIQ_MATCH - an existing curated BIQ answered the question.
• MATERIAL_RAG - Klariton answered from connected material.
• PRODUCT_CATALOG - the product catalog was used for the answer or recommendation.
• WORLD_KNOWLEDGE - the model answered without a strong match in your material.
• ERROR - the answer failed or could not be generated.

Use WORLD_KNOWLEDGE questions as a content gap signal. If customers ask the same thing repeatedly and Klariton has no grounded answer, promote that question to a BIQ or add material.

Working The Inbox

1. Filter by status, touchpoint, persona, answer source, and time window.
2. Switch between individual questions and the aggregated view.
3. Open a question to inspect the exact answer source, confidence, language, feedback, and conversation context.
4. Decide whether to promote, archive, or reopen the question.

Statuses:

Status	Meaning
Open	Needs review.
Promoted	Was turned into a BIQ.
Archived	Intentionally ignored or no longer relevant.

Best practice: Review the aggregated view weekly. Start with the largest clusters that came from WORLD_KNOWLEDGE or low-confidence material answers. Those are usually the highest-value BIQ candidates.

Promoting Questions To BIQs

Promoting creates a new BIQ for the related touchpoint. Klariton proposes a question and answer, but you should edit it before publishing.

You can either:

• create the BIQ as a draft and send it through review, or
• publish it immediately if the answer is already complete and compliant.

In the aggregated view, promoting a cluster creates one BIQ and connects the variants to it. Klariton uses the most common formulation as the starting point and the most-used touchpoint as the destination.

Assumption: A question needs a touchpoint context before it can be promoted directly. Questions without touchpoint context can still be reviewed or archived.

Leads

Open Leads to review contact requests submitted through FAQ, Chat Advisor, or other touchpoint calls to action. A lead detail includes:

• contact data submitted by the visitor, such as name, email, or phone,
• the original message,
• the source touchpoint,
• creation time,
• matched persona and confidence,
• existing internal notes or documented replies when present.

Lead persona confidence is not a sales-quality score. It only indicates how clearly Klariton matched the lead to one of your personas.

Lead Lifecycle

Klariton models leads with these lifecycle stages:

Stage	Meaning
Open	New and not contacted yet.
Contacted	Your team has reached out.
Qualified	The lead is relevant and should continue.
Won	Converted successfully.
Lost	Closed without conversion.

Current product state: Lead overview and detail are available for review. Editing stages, writing internal notes, and sending replies from inside the Studio are planned workflow features.

From Input To Better Content

Use both inboxes together:

• Questions tell you what your content is missing.
• Leads tell you who needs follow-up and from which touchpoint.
• Promoted questions improve the next end-customer answer.
• Lead context helps sales and support understand what happened before the contact request.

See also BIQs, Chat Advisor, and Analytics & Insights.