When the AI gets something wrong or can't answer, you teach it once and it uses the right answer from then on.
See why it answered that way
In Inbox, open the conversation and click Why this answer under the AI's reply. A panel shows:
- Customer asked: the question it answered.
- What the AI did: answered, answered part of it, asked for details, or passed the customer to your team.
- Sources it cited: the pages and documents the answer came from. Click one to open it.
If a source is wrong, fix that source (see Keep your knowledge up to date). If the answer is missing, click Teach the AI. It opens the Internal Agent with a short template: fill in the question and the right answer, send it, and confirm the note it drafts.
Review flagged answers
TideReply flags answers that need a look, for example when a customer says the answer was wrong, gives it a thumbs-down or a low rating. Open Inbox and choose the Flagged view.
Open a flagged conversation to see Why it was flagged. TideReply drafts a corrected question and answer for you. Edit it if needed, then choose:
- Add to knowledge base: saves the correction. The AI uses it from now on.
- Mark handled: closes the flag without changing anything.
- Not an issue: the answer was fine.
Corrections are saved in a text source called Curated corrections in your Knowledge Base, where you can edit them later.
Find questions it couldn't answer
- Reports > Where the AI got stuck lists questions the AI had to pass to your team.
- Tickets > Knowledge gap lists tickets opened because the AI had no answer.
- Internal Agent suggests answers your team already gave to questions like these. See Approve answers your team already gave.
Teach the answer once, and the same question won't need your team again.
Fix it before customers ask
In Simulator, ask a question. If the AI has no answer, an Add this to your knowledge base card appears: write the answer, click Add to knowledge base, then Ask again. See Test your AI before customers do.