Insights & intelligence
Questions
Questions is the ArcGlass knowledge base of the real questions customers and prospects ask in your meetings and email. ArcGlass finds each question your team answered, groups the ways it gets asked into one question, and writes one answer from the answers that landed best, with newer evidence winning. It flags where your team gave different answers, where a recurring question has no good answer yet, and which answers to put in front of buyers before they ask. Every answer opens to the exact words behind it.
📍
Open Questions from the
console's left navigation, under What you hear → Questions
(console.arcglass.io/faq).
Key facts
- What it is: an internal FAQ built from your own conversations: one entry per distinct question, each with one answer, kept current as your team keeps talking to customers.
- Built from: analyzed meetings and email threads with people outside your company, plus questions your team adds.
- Who it's for: sales, customer success, solutions engineering, enablement and product marketing teams, and anyone who answers customer questions.
- One answer per question, written from the answers that were best received, with recent answers counting more. When answers conflict, the newer and better-received one wins and the conflict is flagged. Answers are never averaged.
- The important few first: a curated Primary set of the questions that matter most. The long tail stays searchable.
- A recommended action for each question: Preempt, Standardize, Create answer, Clarify scope, Investigate or Monitor.
- Your edits win: an edited answer counts as approved, and ArcGlass doesn't rewrite it.
- Every answer is traceable to the sources it came from: the conversation, the date, and how the answer was received.
- On by default in every workspace, under What you hear → Questions.
Not a public help center
Questions is internal to your workspace. It isn't published to a public FAQ, a help center or a customer portal. To use an answer outside ArcGlass, in your docs, a deck or onboarding, copy it or download the list.
It's also different from its neighbors under What you hear: Product Signals is about what customers ask your product to do and what they praise; Messaging is about what your company says and how buyers react. Questions is about what customers ask, and how your team should answer.
Questions it answers
- What do customers and prospects ask us most?
- What's our best answer to each question, and where did it come from?
- Where have reps given different answers to the same question?
- Which recurring questions have no good answer yet?
- Which answers should we put in our docs, deck or onboarding so buyers don't have to ask?
- How has our answer changed over time?
How it works
- Finds the questions your team answered. Each analyzed meeting and email thread is read for question-and-answer pairs: what was asked, what your team said, one quote word for word, the date, and how the answer was received. Small talk, scheduling and one-off trivia are left out. An email thread counts only when someone outside your company is on it. Answers a person gave while tuning a meeting count too.
- Removes personal details from the question and the answer before they're saved: email addresses, phone numbers, and card and ID numbers.
- Matches each question to the ones you already have. The same question asked again adds to its count, and the new wording is kept under Also asked as. A related question joins its topic, and a new one starts its own.
- Writes one answer. Every source is weighted by how well the answer was received and how recent it is: a source's weight halves every 180 days. The answer is one to four sentences in general terms, written from up to eight of the strongest sources. When sources conflict, the newer, better-received one wins, and the question is marked Conflicting answers so someone can decide.
- Merges duplicates across your workspace, automatically when two questions are near-identical and after an AI check when they're close. A question someone edited is never merged automatically.
- Sorts questions into topics: 6 to 12 topics by business function, such as Pricing & Billing, Security or Integrations.
- Judges every question: whether it's worth reusing, how healthy its answer is, what to do about it, and how important it is. The most important become the Primary set.
The Questions page
The page is titled Frequently asked by customers: "Questions automatically discovered across meetings and emails."
- Four numbers: Primary questions (curated key questions), Need attention (missing, weak or conflicting), Topics (organized by themes) and Long-tail (available in search).
- Featured questions: the top questions as cards, each with its topic, how often it was asked ("Asked 14×") and how many related questions it has.
- Three bands: Primary, the curated set; Long-tail, everything else worth keeping; and Hidden, questions judged not reusable, such as logistics or one-off details.
- Filters: answer health, recommended action, topic, and Search customer questions…. Sort by importance, most asked or recently updated.
- The table: Question, Answer health, Recommended action, Asked, Sources and Updated.
- Add question and Download (CSV).
Asked counts every time the question came up; Sources counts the distinct conversations its answer draws on.
Answer health
| Health | What it means |
|---|---|
| Answered | A clear, complete answer, or one a person approved |
| Partial answer | The answer covers part of the question |
| Weak answer | An answer exists but is thin or unclear |
| No answer yet | Customers ask it, and nobody has given a real answer |
| Conflicting answers | Your team gave different answers across conversations |
Recommended actions
Every question gets one action, and the page explains each:
| Action | What it means | What you do |
|---|---|---|
| Preempt | Asked a lot and commercially important, and it's already answerable | Nothing to fix. Get ahead of it: put the answer where prospects see it first (docs, deck, onboarding) |
| Standardize | Reps gave different answers over time | Open it, view the sources, and edit it to the one correct answer |
| Create answer | A real recurring question with no good answer yet | Write the answer |
| Clarify scope | The "conflict" is really different legitimate cases | Note the conditions, for example "for AWS… / for Azure…" |
| Investigate | Unclear whether it's a real gap | A person takes a look |
| Monitor | Fine for now | Nothing; watch whether it grows |
What makes a question important
Importance decides what reaches the Primary set and how the list sorts. It weighs how often a question is asked, how widely, how recently, how commercially important it is, how much answering it up front would save, and whether its answer has a gap. The Primary set holds up to 50 questions: up to 30 with good answers and up to 20 that need attention, with no single topic taking more than a handful of places.
One question, up close
Open a question to see its answer, marked AI-generated answer or Edited answer, with View sources, Copy answer, Edit answer and Copy link. The detail view shows:
- The answer, or the Suggested answer when answers conflict, with a banner: "Different answers were given across conversations. Review the sources below and standardize on one."
- Also asked as: the other ways customers phrased it.
- What was actually said: every source, marked meeting, email or added by a person, with its date, how it was received (well received, neutral or unknown), and superseded when a newer or better-received source took its place.
Editing and adding answers
- Edit answer. Saving an edit approves the answer: its health becomes Answered, its action clears, and it shows as Edited answer. ArcGlass doesn't rewrite, re-score or automatically merge an edited answer. When later conversations contradict it, the conflict is flagged for a person to decide, rather than the answer changing on its own.
- Add question. Add a question and its answer yourself. It goes through the same path as mined questions, and merges with similar questions as they come up.
- Copy link gives a link that opens the question for anyone in your workspace who can read conversations.
Search and export
Search matches questions and answers, including the other ways a question was asked. Download exports a CSV of questions with their answer, topic, times asked, sources, last update, and whether the answer needs review. Source quotes aren't included in the export.
How it stays current
- As each meeting and email thread is analyzed: new questions are found and matched, answers are written again from the latest evidence, and every new question is judged.
- Every week: duplicates are merged, topics are sorted again, and every question is judged again.
- Edited answers stay as you left them.
Who can see and do what
- Anyone who can read conversations in your workspace can open Questions, search, view sources, copy answers and links, and download the CSV. It's a workspace-wide view: its questions, answers and source quotes come from the whole workspace's conversations.
- Members, Managers and Organization Owners can add questions and edit answers.
- IT Admin, Billing and People roles don't have access to Questions.
Privacy and data
- Personal details are removed from questions and answers before they're saved: email addresses, phone numbers, and card and ID numbers. Answers are written in general terms.
- Source quotes are kept word for word, so anyone checking an answer can see exactly what was said, including any names in it. They're shown to people in your workspace who can read conversations.
- Questions never cross workspaces. Matching, merging and topics work within one workspace only; no question, answer or quote is shared with another workspace.
- Nothing is published outside ArcGlass. Copying an answer and downloading the CSV are things a person does.
What it doesn't do
- It doesn't publish anything. There's no public FAQ, help center sync or customer portal.
- It doesn't read your docs or help center. Answer health comes from what your team said in conversations, not from your documentation.
- It doesn't keep questions nobody answered in the conversation. A question needs an answer from your team, even a weak one, to be kept.
- It doesn't read chat, support tickets or your CRM. Meetings, email threads and what your team adds are its sources.
Frequently asked questions
What is ArcGlass Questions?+
Questions is the ArcGlass knowledge base of the real questions customers and prospects ask in your meetings and email. Each distinct question has one answer, written from the answers your team gave that landed best, with newer evidence winning, and every answer opens to its sources.
Where do the questions in ArcGlass Questions come from?+
From analyzed meetings and email threads with people outside your company, plus questions your team adds. Only questions your team answered are kept, and small talk and logistics are left out.
How does Questions choose the answer?+
Each source is weighted by how well the answer was received and how recent it is, with weight halving every 180 days. The answer is written from the strongest sources. When answers conflict, the newer, better-received one wins, and the question is flagged so someone can decide.
What happens when reps gave different answers?+
The question is marked Conflicting answers with the action Standardize. Open it, read what was actually said in each conversation, and edit the answer to the one that's correct. Your edit is approved and stays.
What do Preempt, Standardize and Create answer mean?+
Preempt means the question is asked a lot and already has a good answer, so put that answer where buyers see it first. Standardize means your team gave different answers. Create answer means a real recurring question has no good answer yet.
Will ArcGlass overwrite an answer I edited?+
No. An edited answer is approved. ArcGlass doesn't rewrite it or merge it away, and a later contradiction is flagged for a person instead of changing it.
Is Questions a public FAQ?+
No. Questions is internal to your workspace. To use an answer elsewhere, copy it or download the list.
Does Questions remove personal information?+
Questions removes email addresses, phone numbers, and card and ID numbers from questions and answers before saving them, and writes answers in general terms. Source quotes are kept word for word so answers can be checked.
Who can see Questions?+
Anyone who can read conversations in your workspace. Members, Managers and Organization Owners can also add questions and edit answers.
Glossary
- Question: one distinct customer question, however many ways it's phrased.
- Also asked as: other phrasings of the same question.
- Topic: a group of questions by business function, such as Security.
- Primary: the curated set of the most important questions.
- Long-tail: questions worth keeping that aren't in the Primary set; searchable.
- Hidden: questions judged not reusable, such as logistics.
- Answer health: how good a question's answer is, from Answered to Conflicting answers.
- Recommended action: what to do about a question, from Preempt to Monitor.
- Source: a conversation, or a person's entry, that an answer draws on.
- Superseded: a source a newer or better-received one replaced.
- Asked: how many times a question came up.
Related
- Product Signals: what customers ask your product to do, and what they praise.
- Messaging: what your company says, and how buyers react.
- Landscape: the companies customers bring up.
- Conversation types: each call read against its playbook.