See where Quill got its facts

A reply is only as good as its facts. So under every draft, Quill lists its Sources: each fact the reply relies on, and where that fact came from. You can check them before you say yes.

Check a draft's sources

1. Open a draft in the conversation, or find it in Needs your yes.
2. Look under Sources. Each line names a fact and where it came from, like a line in your playbook, a note from a teammate, or the customer's own message.
3. Compare them with the reply. If something's wrong, edit it, or click Send back and tell Quill what to fix.

Where Quill looks

Quill only uses:

• the conversation itself (its last 12 messages)
• internal notes on the conversation
• your Team playbook
• the Instructions for Quill you wrote

It doesn't look at other people's mail or at the web.

Give Quill better facts

1. Go to Settings → Agents.
2. In Team playbook, add the facts and policies Quill should use, like prices, hours or your refund rule. Click Save playbook.
3. In Instructions for Quill, add things about style, like your tone, your sign-off, or words to never use.

Good to know

• Each draft also shows a confidence chip: High confidence, Medium confidence or Low confidence.
• If Quill doesn't have what it needs, it won't guess. It leaves a note saying "I need a person for this one" and what's missing.
• Sources are plain text for now. You can't click through to the original yet.
• For a one-off fact, add an internal note to the conversation and @Quill. Quill will use it.