Approve AI knowledge

1. Open App settings > AI > Knowledge. The Owner, Admins and Agents allowed to manage the library can approve knowledge.
2. Choose “Add a question”. Your Saved replies are listed on their own and follow their edits; those with a variable, such as the Contact’s first name, are not.
3. Enter the question and answer, choose French or English, and optionally an expiry date. Approve after checking. Wait for “Indexed”, then allow a few minutes if needed before testing in the chat.
4. Whatever the AI mode, Off included: a Case with a substantive public Member answer suggests answers once it is resolved, by a Member or on its own, or has had no message for 7 days. Open “Suggestions to review”: check the sources, edit, approve, merge or dismiss each suggestion.

AI never reuses an unapproved suggestion. Internal notes and AI-only replies do not create knowledge. Duplicates are suppressed. Conflicts require an explicit merge and never silently replace the active version.

Knowledge approved in French or English can support both languages. “Edit” creates a revision, “History” shows versions, and “Withdraw” deactivates knowledge. Expired versions cannot support a reply.

If a Contact rejects an AI answer, the Case goes to a Member and the supporting knowledge is flagged for review. It is never changed automatically.

Deleting a Conversation removes pending suggestions and private references. Already approved anonymized knowledge stays with a “Source deleted” notice. Deleting the App or Company deletes its knowledge.