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Resources / AI & knowledge · 6:20 · English

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Video recap

Review the AI’s replies, improve missing knowledge and understand how requests reach your team when they need human attention.

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Start with suggested replies

The first example uses a workspace where automatic replies are off. Review the proposed response and open the AI activity to inspect the information and actions behind it before deciding what to send.

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Teach the AI and review the result

Use Teach AI to explain what was wrong or provide the missing property-specific information. The update runs in the background and may ask for clarification. Check the resulting knowledge changes rather than stopping after submitting feedback.

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Handle escalations

The second example shows a request the agent cannot resolve on its own. It acknowledges the guest’s request and creates an escalation; configured workflows notify the relevant team through their chosen channels.

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Follow the sources

When a reply includes a source reference, open it to review the information used. The video encourages regularly reviewing replies and correcting the underlying knowledge as part of the team’s workflow.