Self-learning: your agent learns from your team's replies

Self-learning closes the gaps in your agent's knowledge automatically. When a teammate answers a customer, the agent learns that answer. When it can't answer a question, it lists it for you. Open the Self-learning tab of an agent to see both.

How it works

1. A conversation needs attention. A teammate replies from the Inbox, the agent hands off, or a visitor rates an answer 👎.
2. The agent reviews it. After the conversation has been quiet for 30 minutes, the agent reads it and works out what was asked.
3. It learns or asks. If a teammate answered, it writes that answer as a general Q&A and starts using it right away. If nobody answered, the question goes to Open questions.

What the agent learns from

• Only your teammates' replies. Customer messages and the AI's own replies are never turned into knowledge, so the agent can't teach itself something wrong.
• No duplicates. Answers already covered by your knowledge are skipped. If a teammate later corrects an answer, the existing learned answer is updated instead of a new one being added.
• No personal details. Answers are rewritten so they apply to everyone. If the customer's question contains something that looks like an email address, phone number or order code, the item isn't learned.

Open questions

These are questions customers asked that the agent couldn't answer and no teammate answered. Each shows how often it was asked and links to the conversation. Nothing is invented to fill the gap.

• Choose Answer, write the reply you want given, and choose Teach agent. The agent learns it right away.
• Choose Dismiss for questions you don't want answered.
• Open questions close by themselves when a teammate answers them in a later conversation.

Learned answers

Every learned answer is listed with a link to the conversation it came from. Learned answers also appear as Learned Q&A in Data sources. Choose Forget to remove one, and the agent stops using it immediately.

In local development or when you want results sooner, choose Review conversations now to run a review straight away.

Turning it off

Use the Self-learning switch at the top of the tab. When it's off, the agent stops learning from new conversations. Answers it already learned stay in use until you forget them.

Privacy and limits

• Reviews don't use message credits.
• Learned answers count toward your plan's knowledge limit. When it's full, questions stay open instead of being learned.
• Reviews run about once an hour, so allow up to an hour or two after a conversation goes quiet.