Using Learned Answers to Train Your AI Agent

The Learned Answers tab lets you review and approve AI-generated answers based on real customer conversations.

When the AI Agent escalates a conversation to a human agent, Re:amaze will automatically create a suggested answer once that conversation is marked as Done. Approving useful suggestions lets the AI Agent reference them when handling similar questions in the future.

Where to find Learned Answers

1. Go to Settings > AI Settings.
2. Select the Learned Answers tab.
3. If you manage multiple brands, use the brand dropdown at the top of the page to select the brand whose learned answers you want to review.

The For Review section is where suggested answers will appear for your review. Each suggestion expires after 14 days if not approved.

Review suggested answers

To act on a suggestion, select the checkbox next to it. You can then:

• Save — add the answer to the AI Agent's knowledge
• Edit — modify the answer before saving
• Delete — remove suggestions that aren't useful
• View Conversation — open the original conversation the answer came from

Only saved answers are available to the AI Agent in future conversations.

Manage saved knowledge

The Saved Knowledge section shows all answers the AI Agent can currently use. From here you can search, edit, or delete existing answers.

You can save up to 50 answers. To add a new one after reaching the limit, delete an existing answer first.

When to save a learned answer

Not every suggestion needs to be approved. Prioritize answers that accurately reflect your policies, processes, and tone. If an answer has the right information but needs polish, edit it before saving — the AI Agent will only be as consistent as the knowledge you give it.