How does the agent learn from my team's replies?

Open Workspace → AI Agent → Learning. When a colleague types an answer to a customer, the platform can keep it as a candidate. You approve the good ones, and the agent may reuse them for the next person who asks the same thing.

This is separate from your documents. A document is something you authored for the agent; a learned answer is something a colleague already said well.

The review queue

Learning → Queue lists candidates with the reason each one qualified and who wrote it. For each you can Approve, Edit & approve, or Reject.

Edit before approving. A reply written to one customer usually names them, or their car, or last Tuesday — strip the specifics and save what you would happily send a stranger. The colleague's original is always kept, so editing the candidate never rewrites history.

Build from history turns replies already in your message history into candidates. It runs in the background and the queue fills as replies qualify.

The three modes

Learning → Settings → Mode decides what happens to new answers:

• Off — capture nothing.
• Review first — new answers wait for your approval. This is the one to use.
• Reuse automatically — approved without a person looking.

Auto carries a warning for a reason: it puts a colleague's wording in front of other customers on a classifier's say-so, with nobody in the loop. A reply that was right for one customer becomes a reply sent to strangers. Use Review first unless you have a specific reason not to.

Conflicts

Learning → Conflicts appears when a knowledge document now covers a question that an approved answer also covers, and the two read differently.

The document already wins when the agent answers, so a conflict is not an outage — it is a cleanup prompt. Keep answer re-dates it as current; Retire answer stops it being reused and leaves the document to answer.

Keeping approved answers current

Learning → Approved is everything the agent may reuse, with how often each has been used and when it was last confirmed.

An approved answer can stop being used without being wrong — it ages out. Press Still true to re-date one without rewriting it, which is the cheap way to keep a good answer in circulation.

An answer I approved is never used

That is usually age or ranking rather than a fault. See Why is the agent using an old answer?, which explains the retrieval preview and the settings behind it.