Your agents will get things wrong. They will quote an old price, promise a response time you no longer offer, or say something in a tone that is not how your business talks. Training is how you fix that — not by editing a config screen somewhere, but by correcting the agent on the exact words it said, in your own language.
You do not need to know how the knowledge base is organised. You do not need to write anything technical. You highlight what is wrong, say what is actually true, and the AI works out where the fix belongs.
| You are… | Start with | Because |
|---|---|---|
| Anyone on the team, wanting to fix something an agent said | Your first correction, step by step | One complete worked example, every click shown. You need no special permission to do this. |
| A workspace admin, switching training on for the first time | Turning training on and managing access | Training is off in a new workspace until an admin enables it — and there is a second, separate step to let your team see each other's corrections. |
| A manager or admin, handling what colleagues submit | Reviewing what your team teaches | The reviewer's side: publishing, declining, undoing, and setting how much agents may publish on their own. |
| Wondering what happened to something you taught | What happened to your feedback | Every receipt explained, and where to find your history. |
Everything else on this page is reference you can come back to.
flowchart TD
A["An agent says something wrong<br/>(call, chat, SMS, email, task run)"] --> B["You highlight the exact words<br/>and say what's actually true"]
B --> C["The AI reads your correction<br/>and decides where it belongs"]
C --> D["Durable business fact<br/>→ Tenant Brain knowledge"]
C --> E["Tone, wording, behaviour<br/>→ a prompt change for an admin"]
C --> F["One-off detail<br/>→ noted, not saved as knowledge"]
D --> G["Every agent reads the corrected<br/>knowledge from now on"]
E --> H["An admin actions it on the<br/>agent's instructions"]
F --> I["Nothing changes — and the<br/>thread tells you so"]
G --> J["You get a receipt saying<br/>exactly what happened"]
H --> J
I --> J
Not every correction becomes knowledge, and that is correct behaviour, not a failure. The AI sorts your feedback into one of three places:
| If your correction is about… | It goes to | Example |
|---|---|---|
| A fact about your business that will be true tomorrow too | Knowledge — the Tenant Brain, which every agent reads | "Our standard response time is one business day, not 24 hours." |
| How the agent speaks or behaves — tone, pacing, length, manner | A prompt change — filed for an admin to action on the agent's instructions | "Stop repeating the greeting." · "This reads as too pushy." |
| Something true only in that one conversation | Nowhere — it is noted and closed | "The caller's name was spelled wrong in this call." |
The thread always tells you which of the three happened. If you only remember one thing from this page, remember that a receipt that says "one-off" is a successful outcome, not a lost correction.
Full detail: What happened to your feedback.
Anyone signed in to your workspace can train — training is deliberately not locked behind an admin permission, because the people who notice mistakes are the people reading the conversations.
| You are a… | You can | Your corrections | You can see |
|---|---|---|---|
| Member (the default role) | Rate messages, leave corrections, reply in threads, and resolve or reopen your own threads | Always land as a draft for a reviewer — you contribute, you never publish | Your own training history. The team's, too, if your role carries quality:events:read |
| Manager | Everything a member can, plus resolving other people's threads | May publish immediately if your workspace's autonomy settings allow it — the thread tells you which happened | The full quality stream and the Curator Inbox |
| Admin | Everything, plus governance and the workspace switch itself | Same as manager | Everything, plus version history and undo |
This is why two people can leave a similar correction and see different receipts. It is not a bug — a member's correction is deliberately held for a second pair of eyes.
Two different things control what you see, and it is worth keeping them apart when something is missing:
| Missing thing | Cause | Fix |
|---|---|---|
| No 👍/👎 or comment chips anywhere, for anyone | The workspace switch is off | An admin turns it on — see Turning training on and managing access |
| You can train, but Quality Events says "You don't have access to this page" | Your role is missing quality:events:read |
An admin ticks View Quality Events on your role |
| You can see the team's threads but have no Mark resolved buttons | Your role has read but not quality:events:manage |
Expected. Close your own threads from Train the AI instead |
Your own page always works. Agents → Workflows → Train the AI carries no permission requirement at all — anyone who can train can always see what they taught and what became of it. If that page is empty, you have not submitted anything yet; if it is missing, training is off workspace-wide.
Custom roles. If your workspace has custom roles, what you see depends on the permission keys that role carries, not on its name. If a page a guide mentions is missing from your menus, that is almost always a permission — ask a workspace admin rather than assuming the feature is off.
Sometimes — and the honest answer is it depends on your workspace, and the thread will always tell you.
Your workspace has autonomy settings that decide how much your agents can publish on their own (Agents → Workflows → Tenant Brain → Governance). Depending on those settings and your role, a correction either:
Never assume which one happened — read the receipt. Any guide, article or agent that tells you corrections always wait for a human is wrong about your workspace unless your settings say so.
Admins: see Reviewing what your team teaches for how to set and audit this.
| Article | Read it when |
|---|---|
| Your first correction, step by step | You want one complete worked example with every click shown |
| Turning training on and managing access | You are an admin switching training on, or a colleague cannot open Quality Events |
| Where you can train | You want to train on email, chat, SMS or task-agent output — and to know what deliberately cannot be trained |
| What happened to your feedback | You left a correction and want to understand the receipt, or find something you taught weeks ago |
| Reviewing what your team teaches | You are a manager or admin handling what your colleagues submit |
| Quality Events and the Curator queue | You are working the whole quality stream, muting a recurring topic, or approving and applying a prompt change |