When you spot an answer your AI got wrong, you can correct it from the conversation. Your fix is saved, and the AI uses it as the answer the next time someone asks something similar.
This is the single most effective way to improve your agent, because every correction comes from a real question a real customer asked.
How to correct an answer
- Find the AI reply that was wrong in the conversation.
- Hover it and select the small Train AI on a corrected answer pencil next to it.
- In Improved answer, write what the AI should have said. It is pre-filled with the original reply so you can edit rather than start over.
- Optionally fill in What was wrong? for your team. The AI never sees this.
- Select Save and train AI.
What happens to your correction
It is saved as a trained answer. From then on, your agent consults these corrections first when answering, so the same mistake does not repeat.
This is separate from your content library. A correction teaches the AI a specific better answer to a specific kind of question. Your content library is the broader knowledge it draws on. Both matter, and a good correction is often faster than editing an article.
Where corrections live
All your corrections are listed on the Trained Answers tab of your replies page. You can see what customers asked and the answer you trained, and archive ones that no longer apply.
This is worth a look now and then. A policy that changes makes an old correction wrong, and the archive is how you retire it.
When the pencil is not there
The correction pencil only appears on an AI reply that answered a customer question. It is absent on things like the opening greeting, because there is no question for the correction to attach to.
You also need write access to the inbox to correct answers, so if the pencil is missing across the board, check your permissions.
Frequently asked questions
Does the customer see my correction?
No. The customer already received the original reply. Your correction improves future answers.
Can I change a correction later?
Yes. Opening the pencil again on that reply lets you update it, and the Trained Answers tab lets you archive it.
Is the "what was wrong" note shown to the AI?
No. It is for your team only.