Your first correction, step by step

This walks a single correction all the way through. Follow it once on a real conversation and the gesture will stick — most people need two or three goes before it feels natural, so do not worry if the first one feels slow.

Time: about five minutes, including roughly a minute of waiting while the AI works.

What you'll need

Any account signed in to your workspace. Training is open to everyone — there is no permission to request first.
One completed conversation where an agent said something you can correct. A voice call with a transcript is the easiest place to start.

Step 1 — Open a conversation the agent handled

Go to Agents → Agent Types → Voice Agents, open any agent, and open a completed call.

Where is that menu? Navigation is the bar across the top of the window, not a sidebar. Each menu opens a wide panel split into sections with grey headings — so the full path reads menu → section → item.

You will see the conversation as a transcript: the agent's messages and the other person's, in order.

Step 2 — Find a message the agent wrote

You can only train what the agent said. The other person's messages have no training controls — they are a record of what happened, not something to correct.

Look at any agent message without touching it. The controls are already there, just quiet:

An AI message bubble with faint grey thumbs-up and thumbs-down icons below its right corner.

Move your pointer over the message and they darken:

The same AI message bubble, with the thumbs-up and thumbs-down icons now in dark grey.

Step 3 — (Optional) Leave a quick rating

If the message was simply good or simply bad and you have nothing to add, click 👍 or 👎. The buttons are replaced by a confirmation:

The same AI message with the thumb buttons replaced by a green check mark and the words "Training recorded".

That is the whole interaction — no form, no follow-up. Ratings are counted as signal; they do not create a correction on their own.

To actually fix something, keep going.

Step 4 — Select the exact words that are wrong

Click and drag across the whole phrase you want to correct. An amber chip appears showing what you selected:

An AI message with a phrase highlighted in blue, and a yellow chip below reading "Comment on …".

Read the chip before you click it. It shows the exact words that will be quoted in your correction. Double-clicking selects only a single word, and a one-word quote gives the AI very little to work with — it will usually come back with a clarifying question, costing you an extra round trip. Drag across the full phrase instead.

Step 5 — Open the thread

Click the chip. A thread opens, pinned under that message. The AI quotes your selection back and asks you a question — you are never given a blank mandatory box:

A feedback thread card quoting a phrase with the question "You highlighted this part — what's wrong or missing here?" above a reply box and Send button.

Step 6 — Say what is actually true

Type your correction in plain language. Write it the way you would explain it to a new colleague:

The agent said support requests get a response within 24 hours. Our commitment is one business day for standard requests — this needs correcting.

Two things that make a correction land well:

Name the wrong value and the right one. "This is wrong" gives the AI nothing to act on; "it says 24 hours, it should be one business day" does.
Say if it should not become a rule. If it is specific to this one conversation, say so — the AI will note it and close, rather than changing what every agent knows.

Click Send.

Step 7 — Wait, and watch it work

The AI now reads your knowledge base, finds the relevant material, and works out what to change. This can take up to about a minute on a knowledge correction — it is doing real work, not just replying.

You will see a line telling you it is working. On the reviewer side, the same process shows its steps:

Three completed steps listed in order — Searching the brain, Reading knowledge, Drafting a correction — each with a green check.

If it comes back with a clarifying question instead of an outcome, answer it in the same thread — that is normal, especially if your highlighted phrase was short or ambiguous.

Step 8 — Read your receipt

This is the most important step, and the one people skip.

Underneath the quoted text you will find a receipt — a short status line saying exactly what happened to your correction. There are several possible receipts and they all count as success. Here is a draft awaiting review:

An amber confirmation panel reading "Draft created from this — waiting on an admin to review it", with an "Open the draft" link.

And here is one that became knowledge outright:

A green notice reading "This became knowledge — policies/service-levels.md. Thank you for teaching it."

Every possible receipt, and what each one means, is in What happened to your feedback.

A thread with no receipt at all is the only real failure. If you see one, that is worth reporting.

Step 9 — Find it again later

You never have to remember which conversation you corrected. Open the Agents menu in the top bar — Train the AI sits under the Workflows heading:

That page lists everything you have taught, with counters across the top and an outcome badge on every entry:

The Train the AI page showing counters for feedback threads, became knowledge, pending review and prompt changes, with feedback entries below.

Your entry shows the phrase you quoted, your comment, and what became of it:

A Train the AI entry showing a quoted phrase, the member's correction, and an outcome badge.

Step 10 — When it becomes knowledge

If your correction became knowledge, the entry turns green and offers a link to the knowledge itself:

A Train the AI entry with a green "Became knowledge" badge and an "Open the concept" link.

Back on the original conversation, the thread shows the same outcome and closes itself:

A feedback thread on a call transcript showing a green notice that the correction became knowledge, naming the concept, with the thread marked closed.

The thread closing is deliberate — the question it was opened to answer has been answered. To raise something else about the same message, start a new comment on the highlight.

If the concept name is plain text rather than a link, your role cannot open the knowledge base directly. The correction still landed — hover the text and it will tell you who can give you access.

Troubleshooting

I highlighted a phrase but no chip appeared. Check you selected text inside a message the agent wrote. The other person's messages are not trainable. If you selected inside an input field or a non-agent block, the chip will not offer itself. And if there are no thumbs anywhere either, training is switched off for the workspace — a workspace admin turns it on under Tenant Settings → Agents & AI → Agent Feedback & Training.

The chip quotes fewer words than I highlighted. Drag-select rather than double-clicking, and check the chip text before clicking it.

The AI asked me a question instead of fixing it. Answer in the same thread. This usually means the quoted phrase was too short to identify the fact, or your correction did not state the correct value.

Nothing happened for a minute and I thought it had frozen. Knowledge corrections routinely take 40–60 seconds. A progress line tells you it is still working.

My correction became a "prompt change" and I expected knowledge. That means the AI judged it to be about how the agent speaks rather than what is true. If you disagree, reply in the thread and say the correction is a business fact — see What happened to your feedback.

Next steps

Where you can train — the same gesture on email, chat, SMS and task-agent output.
What happened to your feedback — every receipt explained.

Training your AI agents — the overview and role model.
Brain Browser walkthrough — the knowledge base your corrections feed.