When your team answers a question the AI couldn't, TideReply notices. If the answer would help other customers too, it suggests adding it to your knowledge. Nothing is added until you approve it.
Where to find suggestions
Open Internal Agent. New suggestions appear once a day at the top of the Chat tab, and in the Actions tab.
Approve or skip
- 1
Read the suggestion
Each card shows what your team said and, when your knowledge already covers the topic, what it says now. A tag tells you what kind it is:
- New: something your AI doesn't know yet.
- Adds to your knowledge: an extra detail for something it already knows.
- Conflicts with your knowledge: your team and your knowledge say different things.
- 2
Decide
- Add teaches it to the AI. Click Edit first if you want to change the wording.
- Skip drops it for good.
For a conflict, choose Use team's answer or Keep current.
Added suggestions become business notes, which you'll find in Knowledge Base > Business notes.
If you use your team's answer, also correct the old text on your website, so customers who read it see the same thing. The card links to the page.
Conflict alerts
When your AI and your team answer something differently, you also get one alert by email, and in Slack or Telegram if you use them. See Notifications.
Not seeing any suggestions?
Suggestions come from replies your team writes in the TideReply Inbox. If you see none, your team may be answering customers somewhere else, or your knowledge already covers what they say.