Feedback & Learning

The Learning tab holds three things: the vote buttons under each answer and what the bot does with the votes, the rules for handing a ticket to staff when the bot cannot help, and autonomous learning from closed tickets. This page explains each one, what staff and customers see in Discord, and how to review or undo what was learned.

Feedback: what users seeCopy Anchor Link

Every answer the bot posts ends with 👍 and 👎 buttons when Enable Vote Buttons is on.

• 👍 records a positive vote and replies Thank you! Your positive feedback helps improve our knowledge base. Pressing the same button again removes the vote.
• 👎 opens a menu, What was the issue with this suggestion?, with the reasons Incorrect Information, Partially Correct, Outdated Information, Not Relevant, and Other Issue.
• Other Issue opens the Provide Detailed Feedback form with What could be improved? and Correct Answer (helps AI learn). A filled-in correct answer is saved as a learned entry and the bot confirms with Correction Learned! If it cannot be processed right away, the feedback is kept for manual review.
• With Staff Only Voting on, non-staff see Only staff members can vote on suggestions and their votes are ignored.

Under every answer the bot also prints Generated by AI. Staff can verify important details. This AI transparency notice is always on and cannot be turned off.

Feedback settingsCopy Anchor Link

Feedback learning runs in real time: once a piece of content has the minimum votes, its success rate decides whether it moves up or down in future answers. Turn it off if you would rather manage ranking by hand through your sources.

Escalation settingsCopy Anchor Link

What happens on escalationCopy Anchor Link

1. The customer asks something the bot cannot answer from your content, or asks for a human (Can I talk to a real person?, human please, and similar in any phrasing).
2. For a missing answer, the bot posts I don't have enough knowledge base information to answer that. Use the button below to request staff help. with a 🙋 Talk to Staff button. The button is sent once per ticket and works for the ticket creator and staff only.
3. With Auto-Escalate to Staff on, the bot posts a 🤖 AI Escalation card in the ticket showing the customer's question under User Question with the note Escalated due to insufficient knowledge. When several messages arrived together the title reads 🤖 AI Escalation (Batched).
4. When the customer presses Talk to Staff, a Staff Assistance Requested card is posted (or Escalated by Staff if a staff member pressed it) and they see A staff member has been notified and will be with you shortly! A second press replies This ticket has already been escalated to staff.
5. The bot stays silent in that ticket for the Ticket Escalation Duration.

Human request detection applies in tickets and in ModMail conversations.

Ticket LearningCopy Anchor Link

Autonomous learning turns the answers your staff give into Knowledge Base entries. There is no command to run.

What happens when a ticket closesCopy Anchor Link

1. The ticket is closed by staff, by inactivity auto-close, or because the user left the server. Tickets with fewer than 3 messages are skipped.
2. The bot extracts question-and-answer pairs where a staff member gave the answer. Personal data is redacted, and channel links are only kept when they point to a channel in your server.
3. Each pair gets a confidence score.
4. At or above the threshold: the pair goes live and is searchable immediately. If Notify on Auto-Approve is on, an Auto-Learned from Ticket #123 card is posted to the logs channel with the confidence, category, Question, Answer, and an Undo button. Undo removes the entry from search and marks it reverted.
5. Below the threshold, or above it but over the daily cap: the pair is saved as Pending. A Pending Review card for the ticket (for example Ticket #123) with ✅ Approve, ✏️ Edit, and 🚫 Reject buttons is posted to the logs channel, and the pair appears on the Staff Q&A tab.
6. Overlapping an existing entry: with Smart Merge & Dedup on, a duplicate is dropped, an enrichment adds a detail to the existing answer, and a supersession replaces the outdated fact. Automatic merges post a KB Entry Updated from Ticket #123 or KB Entry Superseded from Ticket #123 card with the previous and updated answer and an Undo button. Merges that need review appear as Update proposal entries in Staff Q&A showing the Proposed updated answer or Proposed added detail; approving applies the change to the existing entry instead of creating a new one.
7. When Periodic Consolidation runs, a Knowledge Base Consolidated card reports how many duplicates were merged and how many stale entries were archived.

Reviewing on the Staff Q&A tabCopy Anchor Link

• The counters show Total Q&As, Pending Review, Approved (active in the knowledge base), Auto-approved, and Rejected.
• Filter by All, Pending, Approved, Auto-approved, or Rejected and search by text.
• Each entry has Approve, Edit (opens Edit & Approve Q&A for pending entries or Edit Q&A for approved ones), Ignore, and Delete. Entries changed by a merge show Updated ×2 style badges; edited entries show Edited.
• Create Q&A adds a hand-written question and answer that is available to the bot immediately.
• Purge Pending deletes every pending entry. Approved, auto-approved, and rejected entries are untouched. This cannot be undone.
• Deleting an approved entry also removes it from search. If an entry was changed elsewhere while you were editing, the dashboard reloads the latest version and asks you to try again.

Viewing feedback dataCopy Anchor Link

Open the Analytics tab and choose Source performance:

• Total suggestions, Total votes (helpful and unhelpful), Success rate, and Active sources, with a count of sources that need review because of a low success rate.
• Source-level performance: every source with its votes, success rate, and a status of Needs review, Performing well, or Stable, filterable by Last 7 days, Last 30 days, Last 90 days, or All time.
• Top answer sections and Answer sections to review: the individual pieces of content doing best and worst.
• Feedback reasons: the share of 👎 votes by reason, so you know whether content is wrong, outdated, or off-topic.

Pipeline Analytics on the same tab shows query outcomes and processing metrics.

Limits and gotchasCopy Anchor Link

• Auto-Apply Merges never touches an entry a human created or edited. Those always become review proposals.
• Purge Pending and Delete are permanent.
• Corrections submitted through the 👎 form become learned entries too, so review Staff Q&A if someone submits a wrong correction.

TroubleshootingCopy Anchor Link

Common questionsCopy Anchor Link

Does the bot learn from every closed ticket? Only when Autonomous Ticket Learning is on, the ticket has at least 3 messages, and a staff member answered in it. Pairs below the threshold wait for review, and no more than Max Auto-Approvals Per Day go live per day.

Where do I approve what the bot learned? On the Staff Q&A tab, or with the Approve, Edit, and Reject buttons on the Pending Review card in your logs channel.

How do I undo an auto-learned answer? Press Undo on the Auto-Learned card in the logs channel, or delete the entry on Staff Q&A.

Can customers teach the bot wrong answers through the 👎 form? A correction submitted through the form is saved as a learned entry. Turn on Staff Only Voting if you want only staff to be able to vote and correct.

What is the difference between Feedback Learning and Ticket Learning? Feedback Learning reorders existing content based on votes. Ticket Learning creates new entries from what staff wrote in closed tickets.

How long does the bot stay quiet after escalating? The Ticket Escalation Duration: 1, 3, 7, 14, or 30 days, or Permanent. The default is 7 days. It resumes when the time passes and staff have not responded.

Can I turn off the "Generated by AI" note? No. The transparency notice is always shown under AI answers.