Correct what the AI agent said on a call
Fix an answer your AI agent gave on a call and, if you want, save the corrected answer to the agent's knowledge base so it answers right next time.
Where to find it
Calls › AI call history › a call (also “Conversation” in Inquiries and Call history)
Open this screenSteps
- Open the call's conversation (for example in “AI call history”).
- Under the AI agent's turn you want to fix, press “Edit”.
- Change the text in “Corrected answer” and press “Save” (or “Cancel”).
- To teach the agent, press “Save as the correct answer” under that answer. It is saved to the agent's knowledge base under the caller's question just before it.
- Check “Edit history” for the record of the change.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Edit | Correct one AI agent turn in place. The original words are kept. | — |
| Save as the correct answer | Shown on the agent's answers: adds the question and your answer to the agent's knowledge base. | — |
Troubleshooting
There is no Edit button.
Only workspace managers can correct turns, and only on calls that kept both sides turn by turn.
“Only what the AI agent said can be edited.”
The caller's own words cannot be changed.
“Write the corrected answer first.”
The corrected answer is empty; type it before saving.
“There is no caller question before this answer to save it under.”
The answer has no caller question before it (for example a greeting), so it cannot become a knowledge entry.
“This call has no AI agent of your organisation to save the answer to.”
The call was not answered by your organisation's own agent, so there is nowhere to save it.
Tips
- Editing changes the record of the call; only “Save as the correct answer” changes what the agent answers on future calls.
Good to know
- A corrected answer is up to 2,000 characters.
Related how-tos
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- What it learned See every change an AI agent made to itself from its calls and from saved answers, and revert any of them.
- Q&A Teach the agent exact answers to specific questions.
- AI call history Go through your organisation's calls with each call's whole conversation beside the list.