When your agents answer a customer, that answer can become a knowledge base article: after a conversation is resolved, the platform drafts a general question and an answer from it and lists them on Admin > AI > Suggestions. Nothing reaches the bot until you approve a suggestion.
Turn learning on
At the top of Admin > AI > Suggestions is the Learn from resolved conversations switch. On EPAV Desk it is turned on when your assistant is created, so usually you only need to check it; turn it off if you do not want suggestions.
Only conversations resolved while the switch is on are read: turning it on does not go back through older conversations. The page needs the Manage AI features permission.
Which conversations become suggestions
When a conversation gets the Resolved status, whether from an agent, the bot or an automation rule, the platform reads its last 40 messages in the background (the Closed status does not start this):
- At least one reply must come from a person. The bot's own replies and private notes are left out, so a conversation that only the bot answered gives nothing to learn from. In AI chat without agents that is the usual case, unless an agent took the conversation and replied.
- The AI model drafts a question in general form and a short answer, using only what the agent actually wrote. It is told to skip greetings, one-off or account-specific matters, unresolved problems, bare yes or no answers and promises to get back later. A conversation usually gives one suggestion, more only when the agent answered several separate questions.
- A suggestion that is very close to something the bot can already find (a knowledge base article or a help center article it may use), or that has the same question as a suggestion already waiting, is skipped.
- A conversation that already produced suggestions is not read again if it is reopened and resolved once more, even when those suggestions were rejected.
Review a suggestion
The list shows the suggestions waiting for a decision, with the columns Question, Answer, Source (the number of the conversation, linked to it) and Created at.
- Click a question to open Review suggestion.
- Correct the Question and Answer if needed. View conversation opens the conversation the suggestion came from.
- Press Approve to add it to the knowledge base, or Reject to drop it. Either way it leaves the list.
What approval creates
Approving creates an enabled article on Admin > AI > Knowledge base: the question becomes the title and the answer becomes the text. The article carries the Auto-created label and is indexed like any other, so the bot can use it once it shows In search. From then on it is an ordinary article that you can edit, switch off or delete, see Knowledge base basics.
The confirmation message says the suggestion was added to snippets: snippets are knowledge base articles.
Before you approve
- Check that the answer is still true today: an agent may have answered for a single case.
- Make sure it is general and holds no customer's name, order number or other personal details, because the bot will tell it to anyone who asks.
- Turn it into a complete answer that makes sense without the conversation.
- If the fact belongs in an article you already have, add it there and reject the suggestion, so the same fact does not live in two places.