Needs review: fix knowledge gaps

Open Activity → Needs review.

Unanswered questions

Questions your agent couldn't answer confidently in the last 60 days, most frequent first — including replies customers marked 👎. Click Teach the right answer, write the answer you want customers to get and save: it becomes a Q&A pair and the agent uses it immediately.

Learned from your team

When your team answers a chat, the AI looks at their replies — about 30 minutes after the last one, or when the chat is closed — for answers other customers will need too: a price, a policy, how to do something. Names, order numbers and phone numbers are left out.

• Confirmed answers are added on their own. When your team gives the same answer in two different chats, it's added to your Q&A automatically and the agent uses it straight away. An answer seen once waits here so you can check it.
• Limited-time offers wait for you. Discounts, sales, stock, delays, events and holiday hours are never added on their own. They're marked Limited time with an end date (the date mentioned in the chat, or 7 days by default) that you can change before you click Add to Q&A. After that date the agent stops using it and goes back to your website and other answers — so a discount that has ended is never offered again.
• Newer answers replace older learned ones. If your team later says something different (a new price, say), the learned answer is updated. Answers you wrote yourself are never changed — a newer answer for them shows here as Newer answer for an existing Q&A, next to the current one, for you to accept or dismiss.
• Everything can be undone. Open Show what was learned on its own to see what was added or updated in the last 30 days and click Undo on anything you don't want.
• Your team's tone. Click Suggest from team replies and the AI describes how your team writes (greeting, length, emoji, language). Add to instructions makes the agent write the same way.

Switch learning, or just the automatic part, off on this page or in Settings → AI & answers. With automatic adding off, every answer waits here for review.

You can also give any Q&A an end date yourself: tick Limited time when adding it, or set Ends on when editing.

A weekly routine

1. Clear Needs review — add missing answers or improve your sources.
2. Check Analytics → Sentiment → Where customers are unhappy.
3. Run your tests after changing instructions or the model.
4. Ask the Copilot to Audit my agent.