Chloe improves by being corrected. There are two places to do it: in a real conversation as it happens, and in a private rehearsal room where nothing reaches a customer.

Why reviewing matters

Chloe starts out knowing only what you have given her. Left alone she will keep making the same mistake. Corrected once, she has a specific answer to fall back on.

Twenty minutes spent asking her your ten most common customer questions is the highest-value thing you can do in your first week.

Rating a reply in a real thread

Any message Chloe has sent can be rated where it sits. Hover your mouse over one of her replies in a conversation and a small toolbar appears beside it.

Good reply: The thumbs-up. Tells Chloe this is the standard to aim for.
Needs work: The thumbs-down. Tells Chloe this one missed.
Adjust the reply: Opens the panel where you write the answer she should have given.

The two thumbs take a second each and are worth doing as you read. Rating is not the same as correcting: a thumbs-down records that something was wrong, while Adjust the reply is where you say what right looks like.

Get into the habit of rating while you skim the Autopilot queue. It costs nothing, and it is the cheapest signal you can give her.

What Flagged for review means

In the Feed on the right-hand side, some of Chloe's replies carry an orange Flagged for review badge.

That is Chloe raising her hand: she answered, but she is not confident it was right. Those are the replies most worth your attention, so read them before anything else.

What Training mode is

Training mode is a private rehearsal. You play the customer, Chloe answers as she would in real life, and a banner across the top reminds you that nothing here reaches your customers.

You will find it under Chloe in the sidebar, then Training, then the Training mode tab.

How to rehearse a question

1In the left-hand sidebar, under Agents, click Chloe.
2Click Training, then the Training mode tab.
3Click the box that says Write a message as the customer....
4Type a real question your customers ask.
5Press the send button.
6Chloe answers in the chat, and a panel on the right fills in with detail about her answer.

Testing as different customers

Chloe should not treat a stranger the same way she treats a long-standing account. The Testing as control at the top right lets you check that.

New customer: First contact, no history yet.
Returning customer: Has past conversations with your team.
Verified customer: Signed in and verified, and comes with sample account data.

Ask the same question as each of the three. The answers should differ, and if they do not, that is worth knowing.

Start over, next to it, clears the rehearsal and gives you a clean conversation. Use it between topics so earlier questions do not colour the answer.

Reading What it used

After Chloe answers, the panel on the right shows What it used, broken into three lines: Do's and don'ts, Guided answers and Knowledge.

This is the most useful part of the screen, because it explains *why* she answered as she did.

All three showing None means she had nothing to work from. That is not a fault in Chloe. It is a gap in what you have given her, and the fix is knowledge sources rather than correction.

How to fix a reply

1Read Chloe's reply in the right-hand panel, under Chloe's reply.
2If it is wrong or badly worded, click Adjust the reply.
3The Question box is filled in with what you asked. Edit it so it reads like the question customers actually ask.
4The Answer box holds Chloe's reply. Rewrite it into the answer you want her to give.
5Choose how strictly she should stick to it (see below).
6Click Save and test.

If the reply was good, you do not need to do anything beyond a thumbs-up.

Say it exactly like this, or in its own words

When you fix an answer, you choose how much freedom Chloe has with your wording.

Say it exactly like this: She uses your words. Right for anything where the wording is the point: refund terms, legal or safety wording, a policy you have agreed with someone.
In its own words: She keeps your facts but phrases it naturally, fitting the answer to how the customer asked. Right for most everyday questions.

Where a fixed answer and one of your do's and don'ts disagree, the don't rule wins. Rules outrank answers.

Where your fixes go

Every fix you save becomes a guided answer. You will find them under Chloe, then Training, then the Guided answers tab, where they can be edited or added to by hand.

From then on, when a customer asks that question, the What it used panel will show a guided answer being applied. That is how you know the correction took. ---

Reviewing AI replies: Good reply, Needs work, and fixes