Member questions

Members can type a question into the Ask a question box in their portal, and the assistant answers it from your club's pages, the member help articles and the member's own account. Member questions shows you what they asked and what it answered, so you can see what members want to know and check whether the answers were right.

The box is on unless your club turns it off: open Club, then Club info, and turn off Ask a question box for members under Member portal (see Club settings).

Open Tickets in the Reach group of the menu, then select Member questions in the row under the page title. Managers and admins can open it.

The counts at the top cover the dates you choose (all dates when you leave them blank):

• Asked: questions members asked.

• Couldn't answer: times the assistant said it didn't have a confident answer and pointed the member to the team instead.

• Helpful and Not helpful: how members rated the answers. Many members don't rate at all.

• Sent to the team: questions a member turned into a ticket because the answer didn't help.

• Reviewed: answers someone on your team has checked. Once there are reviews, the line below the counts shows how many got each verdict.

The list shows the newest questions first, with who asked, whether it was answered, the member's rating and your team's review. Times are in your club's timezone.

To narrow the list, search the questions and answers, choose a From and To date, or pick from the menus: answered or couldn't answer, member rating, review, and whether the member sent it to the team. Select Show. Clear filters puts the list back to everything. A good place to start is Not helpful, or Not reviewed yet.

Select a question to open it. You see:

• what the member asked and the answer they saw, including any portal pages it pointed them to;

• their rating, and Open the ticket if they sent it to the team;

• under What the assistant was given, the club pages and help articles it found for the question, with the one it used marked Used for the answer.

Show exactly what the assistant was given and what it replied opens the full information the assistant received, including the member's own account details, and its reply before it was tidied up for the member. This is for working out why an answer went wrong. Older questions, asked before the club kept these details, show "Not saved" here.

Under Review, choose whether the answer was right:

• Right: correct and complete.

• Partly right: correct as far as it went, but it left out something the member needed.

• Wrong: wrong or misleading.

• Should have answered: it said it couldn't answer, but your club's pages or help articles had the answer.

• Shouldn't have answered: it gave an answer it had nothing to base on, and should have said it couldn't.

Add a Note if it helps whoever improves the assistant, such as what was missing or which page has the right answer. Select Save review. Each question keeps one review; saving again replaces the earlier one and records who saved it. The member never sees your review, and nothing is sent to them.

If an answer was wrong because a club page is out of date, fix the page under Website; the assistant answers from what is published.

A connected AI tool can list questions, open one and save a review too. A review goes straight through without asking first, because it changes nothing a member sees.

On a question's page, select the household's name next to Asked by to list every question that household asked. The list says which household it is showing; Show every household takes the list back to all of them. The downloads use this filter too, so you can download one household's questions. Household page opens the household itself.

Your club keeps every question and answer, with what the assistant was given, so you can look back over them and check how well it is doing. The Ask a question box tells members their questions and answers are saved.

If a member asks the club to delete their information, you can delete everything their household asked here. Open any of their questions, check what will go with the See every question … asked link, then select Delete all of this household's questions at the bottom of the page and confirm.

This deletes every question the household asked, with the answers, any reviews, and the account details saved with each one. It also covers households that were merged into this one, and questions anyone now in the household asked while they belonged to another household. It can't be undone. You return to the list, which says how many were deleted. Managers and admins can do this.

Some things stay:

• Questions the member sent to the team became tickets. Those stay in Tickets, with the question they wrote and a staff-only note holding the assistant's answer.

• The club's activity log records that the household's questions were deleted, how many, and who did it, but not what was asked. Older entries stay as they are: a question sent to the team before 14 October 2026 is also copied into its activity log entry, and a review's note is kept in the log entry for that review.

• Downloads you made before the deletion still contain the questions.

A connected AI tool can delete a household's questions too, but it is shown how many questions will go and has to confirm first. If the member asks another question before it confirms, it has to ask again.

A household with Ask a question history can't be permanently deleted from its household page. Delete its questions here first if you need to.

At the bottom of the page, both downloads use the filters you have set:

• Spreadsheet (CSV): the list's columns, one question per row, including the review and note. Use it to share with the board or sort and count.

• Full records for testing the assistant (JSONL): one record per question with everything the assistant was given and replied, the member's rating and your review. It includes the account details the assistant was given: names, email addresses, phone numbers, home address and emergency contact. This is the file to hand to whoever tests or improves the assistant, so share it as carefully as any member data.

See Tickets for answering the questions members send to the team.