Conversation Training

Tickets let you turn real agent replies into training data for your chatbot. When an agent replies to a conversation in the Inbox, that reply can be saved as a question-and-answer pair that the chatbot learns from.

How to get there: Go to Setup → AI agent in the top menu → click your chatbot → Training → Knowledge → Conversations. To add an answer, choose Add source → Conversations to open the Inbox.

How It Works

  1. A visitor sends a question through your chatbot or any connected channel
  2. The conversation arrives in your Inbox and an agent replies
  3. When replying, the agent enables Save as training to capture the exchange
  4. A ticket is created with the visitor's question and the agent's answer
  5. The chatbot automatically learns from this ticket and can use it in future conversations

A title is auto-generated for each ticket to make it easy to find later.

Creating Tickets

Tickets are created from the Inbox when replying to a conversation:

  1. Go to Inbox in the top menu
  2. Open a conversation
  3. Write your reply
  4. Enable Save as training before sending
  5. Send the reply. A ticket is automatically created.

The visitor's question is extracted from the conversation messages, and your reply becomes the answer.

Managing Tickets

Open Conversations in Knowledge to find saved replies. The underlying conversation editor provides:

  • Title - Auto-generated summary of the topic
  • Subject - The original conversation subject
  • Date - When the ticket was created
  • Actions - View the original conversation, edit the title, or delete

Use the search bar to filter tickets by title or question content.

Editing Titles

Click the edit button on any ticket to change its auto-generated title. This only affects the display name, not the training content.

Deleting Tickets

Use the row’s ··· menu to delete a saved reply. This also removes it from the chatbot's training data. The original conversation in the Inbox is not affected.

Page Credits

Tickets count toward your training page credits. Usage is based on pooled question-and-answer characters, rounded up per 5,000 characters. See Training credits for plan limits.

Tips

  • Save high-quality replies. Only save replies that you'd want the chatbot to repeat. Generic or one-off answers may not be helpful as training data.
  • Review periodically. Check Conversations in Knowledge to remove outdated answers that no longer apply.
  • Complements other training. Tickets work alongside website pages, files, Q&A, and other sources. Use them to fill gaps the chatbot can't learn from your website alone.