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 a chat your team answered is closed, the AI looks for answers other customers will need too — a price, a policy, how to do something — and suggests them here. Edit if needed and click Add to Q&A; the agent uses it straight away. Names, order numbers and phone numbers are left out, and nothing is added until you accept it. You can switch it off on the same page.

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.