Learning Center

Sign-up already created your first agent. Learning Center is how that agent gets smarter after real calls.

Without this inbox, every new question stays “I don’t know,” a guess, or a transfer - even if you already uploaded a handbook. The prompt on Instructions is the job brief. A knowledge base is the handbook you write in advance. Learning Center is the pile of things the handbook missed. You write the line once, save it, and the next caller can get it from the agent.

This page walks the setup in order: turn capture on, take a call, review the gap, save it, then prove the next call uses your wording.

Why setup matters

Three things have to be true or the agent will not improve:

1. Settings is on - otherwise finished calls never create a queue item.
2. Someone writes and saves an answer - a row in Unanswered is not knowledge yet. Nothing reaches the agent until you save.
3. The knowledge file you saved into is turned on for that agent on Skills - Knowledge. Saving for Everyone writes company knowledge every agent can read. Saving for Only some agents writes only the agents you pick.

Skip any one of those and the same question fails again tomorrow.

How the pieces connect

Step	Where	What happens
1	A finished call	The agent could not answer, a human answered after a transfer, or two answers disagree.
2	Settings	Those events are recorded only if the matching toggle is on.
3	Unanswered / From humans / Conflicts	A card appears for you to review.
4	Save to knowledge	Your wording becomes a Q&A pair.
5	Next call	The agent answers from that pair - callers hear Q&A, not a raw PDF.

The library you build on purpose (questions, pasted text, crawled pages, files) is the Knowledge Bases tab in the same place. This page is the review loop.

Open Learning Center

In the app sidebar, click Learning Center. It opens on Unanswered.

The page line: Questions callers asked that your agents could not answer. Write the answer once and every agent learns it.

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When the queue is empty you see Nothing to review and Nothing waiting, with guidance to turn on Unanswered questions in Settings and finish a call where the agent does not know the answer.

Five tabs sit under the header:

UnansweredOPENS HERE

gaps from calls

From humans

after a transfer

Conflicts

two answers disagree

Knowledge Bases

the library

SettingsDO THIS FIRST

what gets captured

Refresh reloads the queues when counts are stale. Sort with Most asked or Newest. Filter by Agent and Search questions.

Samples are not live knowledge

New workspaces may show sample cards so you can practice the review. Saving a sample does not teach the agent. Real rows appear only after finished calls with capture on. An empty Nothing to review state is normal before that.

Settings first - nothing is captured until you do this

Click Settings.

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The first card is What agents bring you to review. Note on the card: nothing is added to knowledge on its own - these only decide what lands in the queues. Turning a toggle on does not invent answers. You still write and save.

1. Turn on company defaults

   These apply to every agent unless you override one below.

   Questions your agents could not answer

   Turn this on first. The gap lands in Unanswered so you can fill it. If this is off, Unanswered stays empty - including after real callers.

   Answers your colleagues give on calls

   When a call is transferred and a person answers, it lands in From humans. Leave off until you actually transfer.

   Answers that contradict your knowledge

   You choose which version agents keep using. Leave off until you have a real handbook to disagree with.

2. Leave agents on the company setting unless one should capture differently

   The second card is Agents that do their own thing. Everyone follows the company setting unless you change them here.

   Each agent row shows Follows the company setting (or Custom) with Company setting / Custom.

   • Company setting - inherits the three toggles above. This is the right default.
   • Custom - three more toggles appear for that agent only.

   Only the N with their own rules filters the list to overrides. Find an agent… searches by name.

A sensible first week

Turn Questions your agents could not answer on for the company. Leave From humans off until you actually transfer. Leave Conflicts off until you have at least a short knowledge base.

The agent’s Skills - Knowledge tab can show items waiting in Learning. That banner is a shortcut back to this inbox - not a second settings page.

First setup - from an empty queue to a live answer

Do this once on the onboarding agent before you invent a process.

1. Settings - Questions your agents could not answer - on

   Stay on Company setting for the agent.

2. Give the agent something to hit before “I don’t know”

   Open the agent - Skills - Knowledge - + Add knowledge base. Name it after the job (Hours & prices), not “KB1”. That button creates the base and turns it on for this agent. Add questions callers already ask. Knowledge bases is create and attach. The two-pane screen is Open a knowledge base.

   New knowledge base on the Learning Center Knowledge Bases tab does not attach it.

3. Take a real call (or Try this agent)

   Ask something that is not in those questions. Finish the call. Capture only runs after the call ends.

4. Open Learning Center - Unanswered

   A real card appears with the question, the agent name, how long ago, and often a short context line. Asked shows how many times the same gap came up.

5. Write the answer the way you would say it on the phone

   Click Write answer (or Review if a draft exists). The required field is Answer the agent should give. You cannot save until that field has text.

6. Choose who learns it, then save

   Every agent should say this (hours, address, prices)

   TURN ONEveryoneNEEDSPick the knowledge base under Save it in. Default for company facts.

   Only the sales agent should know this

   TURN ONOnly some agentsNEEDSPick those agents. Everyone else will still say “I don’t know.”

   Click Save to knowledge. Not worth saving dismisses noise.

7. Prove it

   Try this agent and ask the same question. Then open Calls and listen.

Unanswered - review what the agent missed

This is the daily inbox. When empty: Nothing to review. When cards exist, open one to write.

What a card shows before you open it

• The question the caller asked
• Which agent took the call
• How long ago
• Optional context
• How many times it was asked
• Write answer / Review / Close

A yellow Already in knowledge tag means the agent should have found this - approving adds this phrasing to the existing answer.

Inside an open card

Answer the agent should giveREQUIRED

Write it the way a receptionist would say it. A draft from past calls may appear as Draft from past calls - click it to insert, then edit.

Who should learn this

Everyone (company knowledge) or Only some agents.

Save it in

When Everyone is selected, pick the knowledge base. When Only some agents is selected, pick the agents.

Heard on calls

Opens those calls in Calls so you can hear what was actually said.

Filters and bulk

• Search questions filters the list
• Agent narrows to one agent
• Most asked / Newest changes the order
• Select all + Save all to knowledge writes every selected card that already has an answer and a destination

From humans - leftovers after a transfer

Open From humans. This queue stays empty until Answers your colleagues give on calls is on and a call was actually transferred to a person who answered. Edit the draft before you save.

Conflicts - two answers, one question

Open Conflicts. Empty until Answers that contradict your knowledge is on and you already have Q&A to disagree with.

The handbook is right; the call was wrong or outdated

TURN ONWhat agents say todayNEEDSKeeps the existing answer.

The call has the new price / new hours

TURN ONWhat the call saysNEEDSReplaces what agents say today.

Both are partly right

TURN ONWrite one answer that covers bothNEEDSCombine them into one line.

Then Save this version.

After you save

Saving writes a Q&A pair. It does not change the prompt. Leftovers also land on the locked Agent knowledge file on that agent’s Knowledge tab.

Try this agent with the same question. Then Calls - play the recording. If the wording is wrong, edit the Q&A on the knowledge base.

Troubleshooting

Unanswered stays empty after a real call

1. Settings - Questions your agents could not answer is off, or this agent is on Custom with that toggle off.
2. The call never reached “I don’t know.” If the agent guessed, nothing is captured.
3. The call is still live. Capture runs after hang-up. Click Refresh if you see it.
4. You are looking at samples only - they are not real items.

I saved an answer and the agent still guesses

Open AI agents - that agent - Skills - Knowledge and confirm the file is on. Or you saved Only some agents and left this agent off the list. Or Selective Knowledge Lookup skipped that base.

Are the sample questions live knowledge?

No. They do not teach the agent. Real items appear after calls when capture is on.

From humans stays empty after I transfer

Answers your colleagues give on calls is off, or the transfer never connected to a person. Warm / attended transfers that a colleague actually takes fill this queue.

The agent Knowledge tab says items are waiting in Learning

That is this inbox. Open Learning Center, write the answers, save them. Capture still lives under Settings.

Next Steps

Knowledge bases - create, attach, first questions.→Open a knowledge base - sources on the left, entries on the right.→Add sources - Question, Text, Link, File, Bulk Upload.→Knowledge - attach those libraries to this agent, plus Call Memory.→Transfer - required before From humans can fill.→